Shipping, Returns and Warranty Policy

Last updated: June 2026

1. Shipping

Products purchased through the Coqui Coqui online store may be shipped using carriers and transportation companies selected by Coqui Coqui based on the destination, weight, volume, and characteristics of each order.

The main carriers used are:

• Mexico and Latin America: FedEx, UPS, Estafeta, Tres Guerras.
• United States and Canada: FedEx, DHL, UPS, USPS, Estafeta.
• Europe and the rest of the world: Colissimo, La Poste, Chronopost.

Coqui Coqui reserves the right to select the most appropriate carrier for each shipment. Customers may not choose the shipping company.

If a customer wishes to use their own carrier, they must submit a written request to europe@coquicoqui.com within twelve (12) hours of order confirmation.

Delivery times are estimates only and may vary depending on destination, weather conditions, customs procedures, or circumstances beyond Coqui Coqui's control. Delays caused by carriers, customs authorities, or force majeure events shall not entitle the customer to cancellation, compensation, or refund.

2. Shipping Costs

Shipping costs are calculated automatically during checkout and displayed before the final order confirmation.

Free shipping promotions, when available, are subject to the conditions published on the online store at the time of purchase.

3. Taxes, Duties and Import Charges

Orders shipped outside the European Union may be subject to import duties, VAT, customs charges, clearance fees, or other charges imposed by the destination country's authorities.

Unless expressly stated otherwise during checkout, such charges are the sole responsibility of the customer.

Refusal to pay taxes, duties, VAT, or import charges shall not constitute grounds for cancellation, return, or refund.

If a shipment is refused, abandoned, or returned due to non-payment of such charges, Coqui Coqui may deduct from any refund all shipping costs, return shipping costs, storage fees, customs charges, and any other associated expenses.

4. Receipt of Products

Upon receiving an order, the customer must verify that the products received correspond to those ordered and that they are in good condition.

Any claim regarding damaged, missing, or incorrect products must be reported to Coqui Coqui within three (3) calendar days of delivery by email to:

europe@coquicoqui.com

The claim must include photographs of the product, outer packaging, protective materials, and shipping label.

Claims submitted after this period may not be accepted.

5. Right of Withdrawal

In accordance with applicable European Union consumer protection legislation, customers have the right to withdraw from their purchase within fourteen (14) calendar days from the date of receipt of the order, without providing any reason.

To exercise this right, the customer must notify Coqui Coqui in writing at:

europe@coquicoqui.com

Returned products must be sent back within fourteen (14) days following notification of withdrawal.

Products must be unused, unopened, in perfect condition, and returned in their original packaging.

For health protection and hygiene reasons, the right of withdrawal does not apply to sealed products that have been opened after delivery, including perfumes, body oils, cosmetics, personal care products, and any other items that may deteriorate or become contaminated once opened.

Unless the return is due to a defective, damaged, or incorrectly supplied product, return shipping costs shall be borne by the customer.

6. Returns

Returns will only be accepted in the following cases:

• Product damaged during transportation.
• Defective product.
• Product different from the one ordered.
• Valid exercise of the right of withdrawal described above.

For hygiene and safety reasons, returns will not be accepted for products that have been opened, used, altered, or whose original seal has been removed.

Products approved for return must be sent back complete, in their original packaging, and in the same condition in which they were received.

Coqui Coqui reserves the right to reject any return that does not comply with these conditions.

7. Refunds

Once returned products have been received and inspected, Coqui Coqui will notify the customer whether the refund has been approved or rejected.

Approved refunds will be processed using the same payment method used for the original purchase.

Original shipping costs, return shipping costs, taxes, duties, and other transportation-related charges are non-refundable unless the error is attributable to Coqui Coqui.

Refund processing may take up to fourteen (14) calendar days from approval of the return.

8. Returned-to-Sender Shipments

If an order is returned to Coqui Coqui due to:

• Incorrect or incomplete address.
• Repeated absence of the recipient.
• Failure to collect the parcel.
• Refusal of delivery.
• Refusal to pay taxes, VAT, duties, or customs charges.

Coqui Coqui may deduct from any refund the original shipping costs, return shipping costs, storage fees, customs charges, and any other expenses incurred as a result.

9. Shipping Information Provided by the Customer

It is the customer's responsibility to provide a complete, accurate, and up-to-date shipping address.

Coqui Coqui shall not be responsible for delays, losses, returns, or additional costs resulting from inaccurate or incomplete information provided by the customer.

10. Customer Service

Products purchased through the Coqui Coqui online store may not be exchanged or returned through Coqui Coqui boutiques or authorized retailers.

For any inquiry or claim, please contact:

europe@coquicoqui.com

11. Limitation of Liability

Coqui Coqui shall not be liable for delays or failures resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, labor disputes, governmental actions, transportation interruptions, infrastructure failures, or force majeure events.

12. Warranty

In the event of a verified manufacturing defect, Coqui Coqui may, at its sole discretion, replace the product or issue a refund.

Due to the nature of our products, repairs are not possible.

Coqui Coqui may require the return of the product for inspection before authorizing a replacement or refund.

13. Product Characteristics

Coqui Coqui products are handcrafted using natural ingredients.

As a result, slight variations in color, texture, appearance, or fragrance intensity may occur between batches.

Additionally, certain products formulated with natural oils may develop sedimentation, crystallization, or partial solidification due to temperature changes. These characteristics are normal and do not constitute manufacturing defects and shall not be considered grounds for return or refund.