Refund policy

Returns & Refunds — Let’s Keep Things Fresh

We want you to enjoy every sip of CHI. If something isn’t right, we’re here to help.

Our ambient Pure Coconut Water and fresh, chilled Raw Coconut Water need slightly different treatment. Here’s how it works.

Changed your mind? Ambient Pure Coconut Water

No coconut drama. You can cancel your ambient Pure Coconut Water order without giving a reason.

Let us know within 14 days after the day you receive your goods. You then have another 14 days to send them back.

Email support@chicoconut.com or use our Contact Us page, including your order number and the items you’d like to return.

You’re welcome to open the delivery box and inspect your order. Individual cartons or bottles must remain sealed for a change-of-mind return. Once those seals are broken, we can’t accept them back for health and hygiene reasons—unless there’s a problem with the product.

Please package returns securely and keep your proof of postage. For change-of-mind returns, you cover the direct return postage cost, provided we told you this before purchase.

We don’t charge a restocking fee. However, we may make a reasonable deduction if handling beyond what would be allowed in a shop has reduced the goods’ value.

Raw Coconut Water — Fresh Means Fresh

Our Raw Coconut Water is a chilled, perishable product. It loves the fridge and isn’t suited to a return journey.

The usual change-of-mind cancellation right does not apply to these products. We therefore don’t accept change-of-mind returns or offer change-of-mind refunds for Raw Coconut Water, even if it’s unopened.

Need to change an order? Contact us straight away. We’ll help where we can, but changes or cancellations aren’t guaranteed.

If your Raw Coconut Water arrives damaged, faulty, spoiled or not as described, that’s a different matter. Your statutory rights still apply, and we’ll help put things right.

Be There for Your Chilled Delivery

Your fresh CHI needs a warm welcome—and then a cool fridge.

Please provide a complete, accurate delivery address and make sure you, or someone you’ve authorised, can accept the order on the agreed delivery date or within the agreed delivery window.

Once it arrives, unpack and refrigerate your Raw Coconut Water promptly, following the storage instructions on the packaging.

If you can’t accept an agreed delivery, tell us as soon as possible. Because the goods are perishable, another delivery attempt may not be possible.

If delivery fails because you supplied an incorrect address or weren’t available for a properly attempted, agreed delivery, we’ll assess any refund or replacement request according to the circumstances and your statutory rights. Any reasonable additional redelivery charges will be explained before you agree to them.

You won’t be held responsible for goods lost, damaged or spoiled through our fault or our courier’s fault.

Something Arrived Wrong? Let’s Sort It

Leaking carton? Wrong item? Something not quite right?

Contact us as soon as possible with your order number, a description of the issue and photographs where possible.

We’ll provide the refund, replacement or other remedy required by your statutory rights. If goods need to come back because of a problem we’re responsible for, we’ll arrange or cover reasonable return costs.

Please don’t post chilled products back without speaking to us first. We may be able to sort things out without a return trip.

Getting Your Refund

For eligible change-of-mind returns, we’ll refund you without undue delay and within 14 days of receiving the goods back or evidence that you’ve sent them, whichever happens first.

If you cancel your whole eligible order, we’ll also refund the standard outbound delivery charge. Chose premium delivery? We’re only required to refund the equivalent standard delivery cost.

Refunds will normally go back to your original payment method, with no refund-processing fee.

 

Get in Touch

Email: support@chicoconut.com

Please contact us before posting anything back so we can give you suitable instructions. This doesn’t restrict your right to tell us you’re cancelling.

Nothing in this policy limits or excludes your statutory consumer rights.