Overview

Cocoa Ornament LLC offers a 30-day refund window for interior design consultation services and physical design materials (e.g., fabric swatches, printed mood boards). If 30 days have passed since your service booking or receipt of physical items, we cannot issue a full refund or exchange.

Eligibility for Refunds

For Design Consultation Services

To qualify for a refund, the service must:
  • Be canceled before any design work commences (e.g., no client brief review, concept drafting, or 3D rendering progress).
  • Include proof of booking (e.g., confirmation email, payment receipt).

For Physical Design Materials

Physical items (e.g., swatch kits, printed plans) must:
  • Be unused, unopened, and in their original packaging.
  • Show no signs of damage, wear, or modification.

Non-Refundable Items/Services

  • Design deliverables that have been completed and shared (e.g., final 3D renderings, approved floor plans).
  • Custom design packages where work is more than 50% finished.
  • Digital files (e.g., downloadable mood boards, shopping lists) once accessed.
  • Rush service fees or non-refundable project deposits (explicitly noted in your quote).

Refund Process

  1. Submit a Request: Email design@CocoaO.pro within 30 days of booking/receipt, including your booking ID, payment date, and reason for the refund.
  2. Receive Confirmation: We will acknowledge your request within 3 business days and outline next steps (e.g., returning physical items).
  3. Inspection & Approval:
    • For services: We verify no work has started before approving a full refund.
    • For physical items: We inspect returned materials upon receipt (allow 5–7 business days for delivery to our address).
  4. Process the Refund: Approved refunds are credited to your original payment method within 7–10 business days.

Late or Missing Refunds

If you haven’t received your refund:
  1. Check your bank account or credit card statement (financial institutions may take 3–5 days to post refunds).
  2. Contact your credit card company or bank to inquire about processing delays.
  3. If issues persist, email design@CocoaO.pro with your refund request reference number for follow-up.

Exchanges

We only exchange physical design materials (e.g., damaged swatch kits, incorrect fabric samples) if the issue is due to our error. To request an exchange:
  1. Email design@CocoaO.pro with photos of the damaged/incorrect item and your order details.
  2. Return the item to our address (provided in our response email) within 10 days of approval.
  3. We will ship a replacement at no additional cost once the faulty item is received.

Gift Refunds

  • If the service/materials were purchased as a gift and booked/delivered directly to you: You will receive store credit equal to the gift value once the refund is approved.
  • If the gift was booked/delivered to the purchaser first: Refunds will be issued to the original buyer, who will be notified of the return.

Return Address (for Physical Materials)

Cocoa Ornament LLC12536 33rd Ave NE Apt 208Seattle, WA 98125-4684USA
Note: You are responsible for return shipping costs. We recommend using a trackable service (e.g., USPS Priority Mail) — we cannot process refunds for lost or undelivered returns.

Need Help?

For refund or return inquiries, contact us at design@CocoaO.pro or (206) 555-1234.