Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged or not as described, you are entitled to a repair, replacement or refund, and Cocolea will cover all associated costs. Nothing in this policy limits those rights, including on promotional or clearance items.
Delivery Damage
Please inspect your order on delivery and notify us within 24 hours of receipt of any transit damage, missing parts or incorrect items. Email info@cocolea.com.au with your order number and photos of the item and packaging. Where possible, note any visible damage on the delivery docket before signing.
Change-of-Mind Returns (In-Stock Items)
- Eligible in-stock items may be returned within 14 days of delivery.
- Items must be unused, undamaged and in their original packaging.
- A 25% restocking fee applies.
- Return freight is charged at cost and deducted from your refund, in addition to the restocking fee. Alternatively, you may arrange your own insured, trackable courier with our prior approval.
- Original delivery charges are non-refundable.
Exchanges
Prefer a different piece? Exchange within 30 days of delivery with no restocking fee. Freight at cost applies.
Final Sale Items (No Change-of-Mind Returns)
- Custom, made-to-order and bespoke pieces
- Promotional, sale and clearance items, including floor stock
- Cut or custom rugs, candles, parfum and fragrance
- Artworks, and items won at auction or charity events
Custom & Made-to-Order Items
What is a custom item?
A custom item is any piece made, modified or specially ordered for you, including:
- Pieces made to your chosen size, shape or configuration
- Pieces in a fabric, leather, timber, stone, metal or finish you selected, including customer's own material
- Bespoke designs and Cocolea-designed pieces made for your project
- Catalogue items ordered in from the manufacturer specifically for you, rather than supplied from our local stock
- Items personalised with engraving, monograms or artwork
Ordering and approval
- Production starts once you have signed the specification sheet and paid the required deposit.
- Please check the specification carefully. Your piece will be made exactly as approved.
- Changes after approval may add cost and time, and may not be possible once production has begun.
Cancellation
- Within 48 hours of approval: full refund of your deposit, provided production has not started.
- After 48 hours: we will retain the deposit to cover materials, manufacturing and freight costs already committed to your order.
- Balance due before dispatch: if the balance is unpaid 15 days after we notify you the piece is ready, we may cancel the order and retain the deposit.
Lead times
Lead times are estimates, and international production can vary. If your piece is more than 8 weeks later than the quoted date, you may cancel for a full refund of all money paid.
Natural materials and tolerances
Timber grain, marble and stone veining, leather markings and handcrafted finishes vary naturally, and no two pieces are identical. Colours may vary slightly between swatches and production batches, and dimensions may vary by up to 2 cm. None of these are defects.
Access and fit
You are responsible for confirming that the piece will fit through doorways, stairs and lifts and into the space. We are happy to complete a measure check before you order. A piece that cannot be delivered because of access is not a fault.
Delivery and storage
Please accept delivery within 15 days of being notified your piece is ready. After that, storage fees may apply.
Returns
Custom items cannot be returned for change of mind. If your piece is faulty, or not made to the approved specification, we will repair, remake or refund it at our cost, in line with the Australian Consumer Law.
How to Return
Email info@cocolea.com.au with your order number before sending anything back. We will provide return instructions and a freight quote. Returns sent without approval may not be accepted.
Refunds
Once your item has been received and inspected, approved refunds are processed to your original payment method within 5–10 business days.
Trade Partners
Trade accounts are covered by our separate trade terms.
Contact
Cocolea Pty Ltd · 400 Plummer St, Port Melbourne VIC 3207
1800 855 665 · info@cocolea.com.au