Refund & Cancellation Policy
Effective Date: October 1, 2026 • COCOON Artisanal Studio
At COCOON, we do not operate on mass factory surplus. Each piece is slow-knitted stitch by stitch by Mehak Agarwal specifically for you upon receiving your order.
We take immense pride in ensuring every treasure arrives in pristine, lovingly gift-wrapped condition. Please review our fair, transparent policies below.
1.Order Cancellation Window (24 Hours)
You may cancel an order free of charge within 24 hours of placement:
- Contact our studio on WhatsApp (+91 8171902255) or email cocoon.by.mehak@gmail.com with your Order ID.
- A 100% full refund will be processed back to your original source account within 3 to 5 business days.
- After 24 hours, yarn selection, sizing, and active hand-knitting commence, making subsequent cancellations ineligible.
2.Transit Damage or Defective Delivery Guarantee
Your peace of mind is paramount. If your package arrives damaged in courier transit or an incorrect item was delivered:
Kindly record a short, continuous 360° unboxing video when opening the sealed outer box. If any transit tear or wrong product is found, share the video clip with us on WhatsApp within 48 hours of delivery.
We will immediately expedite a priority hand-crafted replacement at zero extra cost, or issue a 100% refund.
3.Non-Refundable Shipping & Delivery Fees
Please note that all shipping and delivery fees are strictly non-refundable under all circumstances once an order has been dispatched from our studio.
In the event of an approved product return or refund, only the product value (excluding courier logistics and freight charges) will be refunded to your original payment method.
Additional Non-Returnable Exceptions:
Due to hygiene and personalized craftsmanship, returns are not accepted for:
- Wearables that have been worn, washed, or altered after delivery.
- Items damaged due to rough handling, snags on jewelry, or machine washing.
- Personalized heirloom orders crafted to custom sizing, monograms, or non-standard color palettes.
4. How to Initiate Support or Refund
For any queries or assistance, message our studio team directly:
Studio WhatsApp: +91 8171902255 (Fastest Response: 10 AM – 7 PM IST)
Official Email: cocoon.by.mehak@gmail.com
Studio Location: India