Returns

Returns – Conditions

Return Policy for Unpacked Products: If a product, such as a sofa, has been unpacked and decompressed , its return may incur additional shipping costs due to the increased volume. Once the product is opened, it is no longer possible to repackage it in a vacuum , which directly impacts the cost of the return. In addition, a restocking fee will be applied to cover handling and packaging.

To avoid any misunderstanding, we recommend that you keep the original packaging if you are considering a return. Please contact our customer service before initiating a return of an item that has already been opened.

Return procedure:

  • All returns must be requested within 14 days of receipt of the product.

  • To initiate a return, please contact us at contact@maisoncocoon.ch , specifying the order number, the reason for the return, and photos if necessary.

  • If the return is accepted, we will send you a return label and shipping instructions. Any package returned without prior request will not be accepted .

Mandatory conditions for returns:

  • The product must be unused , in new condition , and returned in its original packaging .

  • No returns will be accepted for:

    • Custom or made-to-order products

    • Products unpacked, used or having lost their original packaging

    • Products showing signs of use

Damage or Error: Please inspect your order carefully upon receipt. If a product is damaged, defective, or does not conform to your order, contact us immediately with supporting photos. We are committed to finding a prompt solution.

Color Variations: Slight color differences may occur between the website photos and the actual product due to lighting or screen settings. These variations are not considered defects and are not eligible for returns or exchanges. If in doubt, contact our team.

Refunds:

  • Refunds are processed within 5-7 business days after receipt and inspection of the return.

  • The refund is made to the same payment method used for the purchase.

  • Initial delivery charges are not refunded .

  • If the return conditions are not met, the refund may be refused or partial.

Right of withdrawal – European Union & Switzerland: In accordance with European law, customers residing in the EU and Switzerland have 14 days to cancel or return their order, without justification. Products must be unused , with original labels and packaging . Proof of purchase is required.

For any questions, our customer service remains at your disposal at contact@maisoncocoon.ch .