Refund & Returns Policy

Refunds and Returns Policy

Effective Date: October 8, 2024

At The Coco Bar (“we”, “our”, “us”), operated by Elhy Refreshment Stall, we take pride in providing our customers with high-quality buko pies and other buko products. We understand that sometimes issues may arise with orders, and we are committed to addressing those concerns in a fair and timely manner. Please read this policy carefully to understand our process for handling returns and refunds.

If you have any questions or need further assistance, feel free to contact us at [email protected].

1. Returns Policy

Due to the perishable nature of our products, returns are only accepted under specific conditions outlined below. Our goal is to ensure your satisfaction, but we cannot accept returns for products that have already been consumed or are no longer in their original condition.

1.1. Conditions for Returns

You may return a product if:

  • The product was damaged, spoiled, or defective upon delivery.
  • You received the wrong product that does not match your order.
  • The product is not as described in terms of quality, freshness, or condition.

Important: We do not accept returns for products that have been opened, consumed, or improperly stored after delivery. Returns must be initiated within 24 hours of receiving your order.

1.2. Non-Returnable Items

  • Products that have been partially consumed or handled improperly by the customer.
  • Items that are returned after the 24-hour return window.
  • Any product where the original packaging is missing or severely damaged by the customer.

2. How to Initiate a Return

If you believe your order qualifies for a return, you must follow these steps:

  1. Contact Us: Email us at [email protected] within 24 hours of receiving your product. In your email, please include:
    • Your name
    • Your order number
    • A description of the issue
    • Clear photos of the damaged or incorrect product
  2. Review Process: Once we receive your email, we will review your claim within 1-2 business days. We may reach out for additional information if necessary.
  3. Return Authorization: If your return is approved, we will provide instructions on how to return the item. Please note that you must return the product in its original packaging and condition (if applicable).
  4. Return Shipment: If you are required to return the item, any return shipping fees will be discussed during the return authorization process. We will cover the return shipping costs if the product was damaged, defective, or incorrect upon delivery. Otherwise, the customer is responsible for return shipping fees.

3. Refund Policy

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

3.1. Refund Approval

  • If approved, your refund will be processed, and the amount will be credited back to your original payment method. Refunds are typically processed within 7-14 business days after approval.

3.2. Partial Refunds

In certain situations, only partial refunds may be granted (if applicable):

  • Products that were opened or consumed before the issue was reported.
  • Any product not in its original condition or damaged for reasons not due to our error.

3.3. Refund Denials

Refunds may be denied if:

  • The product was returned more than 24 hours after delivery.
  • The product was consumed or stored improperly.
  • The issue was not reported within the specified timeframe.

4. Exchanges

We do not offer direct product exchanges due to the perishable nature of our goods. If you receive a damaged or incorrect product, we will issue a refund or provide a replacement where applicable.

5. Shipping Issues

We are not responsible for shipping delays caused by events outside of our control, such as weather conditions, carrier delays, or other unforeseen circumstances. However, if your product was damaged during shipping, please contact us immediately at [email protected], and we will work with you to resolve the issue.

6. Contact Us

If you have any questions or concerns regarding your order, or if you need assistance with a return or refund, please reach out to us using the contact information below:

Elhy Refreshment Stall
Cabaguio Street, Agdao, Davao City
Email: [email protected]

We value your business and strive to ensure your satisfaction. Thank you for choosing The Coco Bar! We look forward to continuing to serve you with our delicious buko pies and other buko products.