At Coco & Harley, we want you to love your order. If something isn’t quite right, we’re here to help.

This policy outlines what happens if you change your mind, receive a faulty item, or your order arrives damaged.

 

Change of Mind Returns

We offer a 14-day change of mind return on eligible items only, starting from the date you receive your order.

To qualify for a change-of-mind return, your item must be:

• Unused, unopened and in the same condition you received it
• In original packaging, including accessories, manuals, and all parts
• In a resaleable condition

For change-of-mind returns:

• Return shipping is the customer’s responsibility
• Any shipping charges paid (if applicable) are not refundable
• We recommend using a tracked service, as we cannot accept responsibility for returns lost in transit

Once your eligible item is returned, received and inspected, we will issue your choice of store credit or exchange (subject to stock availability).

Items Not Eligible for Change of Mind Returns

For hygiene, safety and freight reasons, change-of-mind returns are not accepted for:

• Furniture (unless faulty or damaged on arrival)
• Bulky/heavy items (including automated litter boxes and large litter products)
• Items that have been assembled, installed, used, or washed
• Products returned without original packaging
• Clearance items / final sale items (if applicable)
• Gift cards (if applicable)

If you’re unsure whether your item is eligible, please contact us before purchasing and we’ll be happy to help.

 

Faulty or Damaged Items

If your item is faulty or arrives damaged, you are covered under Australian Consumer Law.

If your product is faulty, damaged, or not working as expected, please contact us within 48 hours of delivery (or as soon as possible) so we can resolve it quickly.

What we need from you:

Please email us:

• Your order number
• A short description of the issue
• Clear photos of:
  • the product fault/damage
  • the packaging (if damaged in transit)
  • the shipping label (if visible)

What happens next?

For faulty or damaged items, we will offer a replacement or refund
(depending on the product and supplier resolution).

In most cases, the supplier will approve the return and organise a replacement or refund once evidence (photos) has been provided.

 

Refunds

Once your return has been approved and/or received:

• Refunds are processed back to your original payment method
• Please allow 3–10 business days for your bank or payment provider to finalise the refund

 

Exchanges

If you’d prefer an exchange, please contact us within the return window and we’ll confirm availability.

Exchanges are subject to:

• stock availability
• the returned item meeting eligibility conditions
• any price differences between products

 

How to Lodge a Return Request

To request a return, please email our customer care team with:

• Your full name
• Order number
• Reason for return
• Photos (if faulty or damaged)

We will reply with next steps and return instructions.

Other Points

1. Our policy may change without prior notice.
2. Items not meeting our policy might be declined and sent back at your expense.
3. Use traceable postage for returns. We’re not accountable for non-traceable returns that don't reach us.

 

Questions? Reach out:
Phone: +61 1300 096 204
Email: info@cocoandharley.com.au
Address: PO Box 942 Surry Hills NSW 2010