Refund policy

Last updated: 12 August 2026

At Coco’s Empawrium, we want you to choose with confidence.

Because our products are made from natural materials and are designed for different types of interaction, we have established clear requirements for returns and refunds.

This policy applies to purchases made through www.cocosempawrium.co.za.

Nothing in this policy is intended to limit, exclude or waive any consumer right that cannot lawfully be limited or excluded under South African law.

1. CHANGE-OF-MIND RETURNS

For online purchases, South African law provides a statutory cooling-off right under the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

You may cancel an online purchase of goods within 7 days after receiving the goods, without giving a reason or incurring a cancellation penalty. The only charge that may be levied in relation to exercising this right is the direct cost of returning the goods.

Coco’s Empawrium does not offer an additional voluntary change-of-mind return period beyond this statutory period.

Conditions for change-of-mind returns

For a change-of-mind return, the product must:

be unused and unopened;
be in its original condition;
be in its original packaging, including labels and accessories where applicable;
show no signs of use, wear, damage or alteration; and
be securely packaged for return.

Because our products are intended for interaction with animals, we cannot accept a change-of-mind return where a product has been used by a pet.

Please contact us within the 7-day period before returning any product. Do not send a return without first receiving return instructions from us.

The direct cost of returning a change-of-mind purchase is the customer's responsibility.

2. SALE, PROMOTIONAL & DISCOUNTED ITEMS

Sale, promotional and discounted items are not eligible for change-of-mind returns or exchanges.

All sale and promotional products are sold as described on the relevant product page at the time of purchase.

However, purchasing an item at a discounted price does not remove or reduce any statutory consumer rights.

If a sale item is defective, unsafe, materially not as described, or otherwise fails to meet applicable consumer-law requirements, please contact us. The statutory rights applicable to qualifying goods remain unaffected. The CPA's implied warranty of quality cannot simply be excluded by a supplier's return policy.

3. DEFECTIVE, UNSAFE OR NON-CONFORMING PRODUCTS

We carefully inspect our products before they leave us.

If you receive a product that you believe is defective, unsafe, materially not as described, or otherwise fails to meet the requirements of applicable consumer law, please contact us as soon as reasonably possible.

Under section 56 of the Consumer Protection Act 68 of 2008 (CPA), qualifying goods may be returned within six months after delivery if they fail to satisfy the requirements and standards contemplated in section 55. In such circumstances, the goods may be returned without penalty and at the supplier's risk and expense, with the consumer entitled to the applicable remedy provided by the Act.

Where section 56 applies, the consumer may direct the supplier to repair or replace the goods, or refund the price paid, subject to the provisions of the CPA.

To report a product issue

Please contact:

sales@cocosempawrium.co.za

Please include:

your order number;
your full name and contact details;
the product name;
a description of the issue; and
photographs or video of the product and packaging where appropriate.

We may request reasonable information or evidence to help us assess the issue.

If you believe a product may be unsafe, stop allowing your pet to use it immediately.

4. NATURAL MATERIALS, EXPECTED WEAR & PRODUCT LIFESPAN

Our products are made from natural materials, including coffee wood and coconut husk fibre, and are designed for different types of interaction.

The expected lifespan of a product will vary according to:

the materials used;
the product's intended purpose;
the size of the pet;
the pet's individual behaviour;
chewing or play style; and
the intensity and frequency of interaction.

Some of our products are intentionally designed to fray, shred, loosen or wear through interaction.

Natural wear, fibre loosening, fraying, shedding and other changes that are consistent with the intended use of a product do not, by themselves, indicate that a product is defective.

Some products may wear considerably faster when used by a particularly strong, persistent or enthusiastic chewer.

We do not guarantee a particular lifespan for any product.

Product-specific descriptions, instructions and safety information should always be followed.

Products must be inspected regularly and removed and replaced when they become excessively worn, damaged or no longer suitable for supervised use.

Nothing in this section limits any statutory rights that may apply where a product fails to meet the requirements of applicable consumer law. Section 55 of the CPA assesses durability in light of the use to which goods would normally be put and the surrounding circumstances of their supply.

5. DAMAGE CAUSED BY MISUSE OR INAPPROPRIATE USE

Our products must be used for their intended purpose and under appropriate supervision.

Where permitted by applicable law, a return or statutory remedy may not apply where damage or failure has resulted from circumstances such as:

misuse;
inappropriate or unintended use;
use contrary to the product instructions;
inappropriate product or size selection;
alteration or modification of the product;
failure to follow applicable safety or care instructions; or
continued use after the product has become excessively worn or damaged.

The CPA itself recognises circumstances involving goods that have been altered contrary to instructions or after leaving the relevant supplier's control.

This section does not limit any statutory right that cannot lawfully be excluded.

6. RETURN SHIPPING COSTS

Change-of-mind returns

For a statutory cooling-off return under ECTA, the direct cost of returning the goods is payable by the customer.

Defective or qualifying non-conforming products

Where a product qualifies for a remedy under the CPA, the applicable return costs will be handled in accordance with the Act.

Section 56 provides that qualifying goods may be returned at the supplier's risk and expense.

We will provide the appropriate return instructions once your request has been assessed.

7. REFUNDS

Where a refund is applicable, we will process the refund to the original payment method, where reasonably possible and subject to applicable law.

For a valid ECTA cooling-off cancellation, the consumer is entitled to a full refund of the payment made, and the refund must be made within 30 days of cancellation. The direct cost of returning the goods remains the consumer's responsibility.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

If you believe a refund is overdue, please contact:

sales@cocosempawrium.co.za

Please include your order number.

8. EXCHANGES

We do not offer exchanges for change-of-mind purchases.

If you have selected the wrong product or size, please contact us within the applicable 7-day change-of-mind period, provided the product is unused and unopened.

Where a product is defective, unsafe or otherwise qualifies for a statutory remedy, the applicable rights and remedies under South African consumer law will apply.

9. INCORRECT OR MISSING ITEMS

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as reasonably possible.

Please provide:

your order number;
the product you ordered;
the product received, where applicable; and
photographs where helpful.

We will investigate the order and, where appropriate, arrange the applicable correction, replacement or refund.

10. PRODUCTS DAMAGED IN TRANSIT

If your order arrives visibly damaged, please contact us as soon as reasonably possible.

Where possible, please photograph:

the outer packaging;
the shipping label;
any visible damage to the packaging; and
the product.

Please retain the packaging and product until we have had an opportunity to assess the matter.

This does not affect any statutory rights you may have under applicable consumer law.

11. GIFT PURCHASES

If you received a Coco’s Empawrium product as a gift and believe it may qualify for a return or statutory remedy, please contact us with the original order number where possible.

Refunds will generally be made to the original purchaser and original payment method, subject to applicable law.

12. HOW TO REQUEST A RETURN

To request a return or report a product issue, please email:

sales@cocosempawrium.co.za

Please include:

Order number
Full name
Product name
Date received
Reason for your request
Photographs or video, where relevant

Please do not send a product back without first receiving return instructions from us.

Unauthorised returns may delay the processing of your request.

13. RETURN CONDITION

For change-of-mind returns, products must be:

unused;
unopened;
in their original condition;
in their original packaging; and
free from signs of use, wear, damage or alteration.

We reserve the right to inspect returned goods to determine whether they meet the applicable requirements for a change-of-mind return.

This condition applies to change-of-mind returns and does not limit statutory remedies available to consumers in relation to defective, unsafe or non-conforming goods.

14. NO GUARANTEED PRODUCT LIFESPAN

Our products are made for animals, and every pet interacts with products differently.

We therefore do not represent or guarantee that a product will remain intact for a particular number of days, weeks, months or uses.

For products designed to be chewed, frayed or shredded, the rate of wear can vary substantially between individual pets.

Product descriptions are intended to explain the intended purpose, materials and characteristics of each product rather than guarantee a particular lifespan.

Nothing in this section excludes statutory consumer rights where applicable.

15. STATUTORY CONSUMER RIGHTS

This policy explains our returns and refund procedures but does not replace applicable South African consumer law.

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or limited.

In particular:

ECTA provides a 7-day cooling-off period for qualifying online transactions involving goods.
The CPA provides an implied warranty of quality, with section 56 providing a six-month period for qualifying goods that fail to meet the requirements and standards contemplated in section 55.
Section 55 considers, among other things, whether goods are reasonably suitable for their intended purposes, of good quality and free from defects, and usable and durable for a reasonable period having regard to their normal use and the surrounding circumstances of supply.

Where a mandatory provision of applicable law conflicts with this policy, the mandatory legal provision will prevail.