Terms & Conditions
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England & Wales.
This website includes links to external websites which are subject to their own terms and conditions. We are not responsible for the content of these external websites. These links are provided solely for convenience to you. No endorsement of any party, products or services is expressed or implied and accordingly Cocoon cannot accept any liability for the accuracy or otherwise of any content or the security of any activity carried out on such other sites. You acknowledge and agree that we are not responsible or liable, directly or indirectly, for any damage, loss or cost caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on such linked sites. Your use of such sites is at your sole risk.
When the contract is created:
No contract exists between you and us until we send an email to you confirming that we have dispatched the goods you have ordered. The confirmation email constitutes our acceptance of your offer to buy goods from this website. We are not obliged to accept your offer and will refund to you any funds that we may have taken from your payment provider in the event that your offer is not accepted.
We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order.
The price of the goods for consumers (includes for convenience ancillary costs such as VAT which we may pay on your behalf (if applicable), handling costs and payment processing costs) will be as shown on the checkout page of our website when you placed your order. We will charge you this amount which will be the same as the price shown on the display page.
You must also pay a delivery charge for the goods as indicated on our website at the checkout page.
If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches your specified destination. We have no control over such charges and cannot advise on the likely amount you could be charged. We advise you to check your local customs office for further information before placing your order.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative. If you decide not to accept the alternative goods, you will not have to pay to return them to us.
In the unlikely event that the price shown on the checkout page is wrong, and we discover this before accepting your order, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.
We accept Visa, Mastercard, Solo and Maestro cards as well as PayPal. We reserve the right to refuse to accept payment from any of these methods at our sole discretion and without explanation.
A transaction whose payment is processed through PayPal may incur a delayed dispatched time from that indicated below for a variety of reasons including receiving notification that your funds have cleared.
Where the PayPal dispute resolution is activated or you seek a chargeback through your Credit Card company you may not order any additional items from us until, the matter is resolved.
We reserve the right to charge trade buyer/bulk orders the cost of delivery. You will be informed of this cost prior to entering into the contract.
For trade buyers there is no automatic right of return and the contract is deemed to have been fulfilled once you have been notified of the dispatch of your order.
Occasionally an item may be lost in the post. Lost in post is deemed to have occurred 15 days after the dispatch date. You will be asked to complete a Postal Claim Form, a false declaration may result in criminal or civil proceedings been taken against you. Your claim cannot be processed until we receive the signed form.
For the avoidance of doubt you may not order any additional items from us until, the matter is resolved.
If you are offered free delivery and opt not to accept a tracked order (which you will be charged for) and have received a Confirmation of Dispatch from our Independent Postal Sorting service then if your item is lost in the post you may not be entitled to a refund or replacement of the item from us. We will deliver the goods that you order to the delivery address you give when you place your order. It is your responsibility to check these details carefully, failure to do so may result in you not been entitled to a refund or replacement from us.
We reserve the right to charge for the cost of sending a replacement.
In the event of a lost or damaged order, we reserve the right to either refund the price of the item to you or send a replacement item. This decision shall be entirely at our discretion. For the avoidance of doubt, you agree to waive any right you may have to specific performance in relation to your contract with us.
We ship via UK parcel couriers and Royal Mail using at least 1st Class Post. Our shipments are sorted by an independent sorting house who will confirm to you that the item has been shipped. Where goods are sent using tracked or recorded mail then you will need to be available to sign for the package or to collect the goods from the post office.
We will deliver the goods that you order to the delivery address you give when you place your order. Delivery is made to the address and not to the person named in the delivery address.
We aim to arrange shipping of all "in stock" items within 24 hours of receiving your order except for those items that have been paid through PayPal, see above. Your order may be delayed if the item is not in stock with our suppliers. Some items may be unavailable and the current stock status is approximate. We are not able to supply dates our suppliers may get an item in stock. Same day shipping will only occur if your order is placed before 06:00hrs and we have all your ordered items in stock at our warehouse.
Delivery times are calculated in working days - i.e. Monday to Friday inclusive. If you order after 06:00hrs please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.
Once we accept your order, we will endeavour to deliver the goods within the delivery period that applies to the option you have chosen. If we do not deliver within the applicable delivery period and you have given us the correct full delivery address then you may apply for a refund of the delivery charge (this does not apply to goods delivered free of charge). The expected delivery period is specific to the country delivery address and the expected times can be found at the bottom of this page.
You may cancel the contract by notifying us no later than 7 working days after we deliver the goods that you are cancelling the contract. We strongly recommend that you do this by using our on-line returns tool - see our website for details. This right may not apply to trade/bulk buyers see above.
Please contact us via email email@example.com or write to 88 Boundary Road, Hove, BN3 7GA, United Kingdom, United Kingdom.
You may not cancel your contract with us where the product has been unsealed by you, registered with a third party such as the manufacturer or in any way dismantled or assembled the product and/or its accompanying package in a manner that prevents the resale of the item in as “new” condition.
If you cancel the contract, you must take reasonable care of the goods from the time you receive them until you return them to us. If you cancel the contract you must return the goods to us at your own expense.
If you cancel the contract and do not return the goods as required, we may charge you our direct costs of recovering the goods. If you cancel the the contract during the delivery of the goods an RTS (Return to stock) charge of 20% applies. P&P is non-refundable.
Where the delivery cost of the dispatched order was not explicitly paid by you as shown on your invoice then the cost of the delivery will be deducted from the exchange or credit note or refund. The minimum deduction is £1.99.
Your statutory rights are not affected.
Within 7 days after delivery, if there is a fault/damage with your product we will offer a prompt replacement or replacement part.
To qualify for a replacement or replacement part the product must inspected by you immediately once received within 24 hours. Failure to inspect the delivery within 24 hours and written confirmation by email will result in rejection of replacement or replacement parts.
Items need to be returned at buyers cost within 7 days after delivery using our Returns process . You must follow the procedure that will determine if the item can be returned, if so you will be provided with a RMA number. If your return does not contain the RMA number and in the form prescribed during the returns process your item may not be processed and you may lose your right to a refund. You are liable for the safe return of the item, we recommend that you return the item using tracked and/or recorded mail.
We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.
If no fault can be found by our test centre, the item will be returned to you at your cost plus an administration charge not exceeding 10% of the original net price paid by you for the item. This charge will need to be paid prior to dispatch. In such circumstances you will not be refunded for the cost of return. If you decline to pay these costs within 30 days of been notified that there was no fault and the resultant cost of return we may dispose of the items as we see fit.
Unwanted or unsuitable purchases can be returned at the buyers expense - in its original packaging - as long as the item has not been opened or used.. A 25% restocking fee applies to opened items. Shipping charges are not refundable.
Promotional codes (including but not limited to promotions covering “Refer a friend”, “Review a Product”) issued by the company are limited by time and the products that they can be applied to are at the absolute discretion of the company. Promotional codes may not be used against products that are on special offer or are part of a sale.
We shall not be liable for any failure to perform, or delay in performing, any of our obligations under the contract if and to the extent that the failure or delay is caused by circumstances beyond our control.
We shall not be liable to you for any loss or damage:
where there is no breach of a legal duty owed to you by us or by our employees or agents;
where such loss or damage is not reasonably foreseeable to us when we accept your order; or
to the extent that any increase in loss or damage results from breach by you of any term of the contract.
Our maximum liability to you under the contract shall be twice the value of the goods that you ordered.
Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation or for any other liability that we are not permitted by law to exclude or (as the case may be) limit.
From time to time, we receive possible fraud alerts regarding payments we are processing on the site. This is quite normal and can often be due to a mis-typed postcode or a customer moving house etc. Depending on the circumstances, and for your security, we may place your order on hold temporarily whilst we carry out a simple verification of your details. This will quite often involve a very brief phone call from one of our operatives and is nothing to worry about.
Cocoon is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Cocoon may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 20 October 2010.
After submitting an order to us we will pass you over to our trusted payment-processing partner s to allow you to provide your payment details in the most secure environment.
At no point do we store your credit/debit card details on our own computer systems.
We may collect the following information:
Name and job title
Contact information including email address
Demographic information such as postcode, preferences and interests
Other information relevant to customer surveys and/or offers
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping
We may use the information to improve our products and services.
We may periodically send promotional email about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail.
We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
You may choose to restrict the collection or use of your personal information in the following ways:
Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org
We will not sell, distribute or lease your personal information to third parties nor transfer it outside of the EEA unless we have your permission or are required by law to do so or it forms part of a scheme of arrangement including but not limited to a change in the beneficial ownership of the business. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
For the avoidance of doubt if there is a conflict between these terms and conditions and any other statement made on this website, in any e-mail or any verbal confirmation made by us to you, the terms and conditions have precedence.
These terms and conditions are subject to the laws and exclusive jurisdiction of England & Wales. We do not accept amendments to these terms and conditions.