Last updated: 5 September 2026
Change-of-mind returns
If you are a consumer purchasing online, you will usually have the right to cancel your order within 14 days of receiving the goods, without giving a reason. You then normally have a further 14 days to return the goods to us.
To cancel, contact us at returns@cocoandcopets.co.uk and tell us that you wish to cancel, including your order number and the products concerned.
Condition of returned products
Where you are exercising a statutory cancellation right, products should be returned with reasonable care. You may be responsible for any diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
Because we sell pet treats, food and supplements, some products may be excluded from the cancellation right where they are sealed for health protection or hygiene reasons and have been unsealed after delivery, or where another legal exception applies. Please contact us before returning an opened product if you are unsure.
Return postage
Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, the customer is responsible for the direct cost of returning goods when cancelling an online order.
Where goods are faulty, damaged or incorrectly supplied, please contact us as soon as possible and we will advise you on the appropriate return or replacement arrangements.
Refunds
For a valid cancellation, we will refund the payment due to you in accordance with applicable consumer law. Refunds are normally made using the original payment method.
Where the law requires it, the refund will include the cost of standard delivery. We are not required to refund any additional cost you chose to pay for an enhanced delivery service.
We may withhold a refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever is earlier where permitted by law.
Faulty, damaged or incorrect goods
If your order arrives damaged, is faulty, or you receive the wrong product, please contact us at returns@cocoandcopets.co.uk as soon as possible, preferably with your order number and photographs where appropriate. Your statutory consumer rights are not affected.
How to contact us
Coco & Co. Pets
360 Business Park
Askern Road
Doncaster
DN6 8DF
United Kingdom
Email: hello@cocoandcopets.co.uk