In the unlikely event that you have received a damaged Cocoon product we will work with you to resolve the issue as promptly and efficiently as possible.
For a two man delivery from our chosen Independent Carriers they will have paperwork for you to sign on receipt of your Cocoon. If at this time any damage is noticed it must be either returned with the Carrier or acknowledged on the documentation for us to deal with as a service request.
We will ask for photo evidence of the damage to determine whether the damage was caused in transit or a manufacturing problem enabling us to assist with your claim.
For a Eco-Pallet kerbside delivery - Before the driver leaves you are required to inspect the packaging for any damage to the outer wrapping. If there is any damage please take photos and ask the carrier to return the Pallet to us for inspection.
Please take care to look for any damage as if you unwrap the Eco-Pallet without evidence of any damage this will void any claim against the carrier for any in transit damage and shifts the responsibility to the buyer.
We ask for a written claim within 48 Hours as per our Terms and Conditions
5.4 Damaged or defective goods
Every effort will be made to ensure that the products you have ordered arrive undamaged and without defect.
If the products are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately which will be provided by our delivery team.
If such damage or defect is discovered after delivery, you must contact us within 48 hours of delivery of the product.
In the event of a latent defect within 3 days of the date upon which you discovered the defect.
There is a possibility that products could be delivered with a slight shade variance compared to the original order colour/swatch. This is within manufacturing tolerances and is not a defect (variations in shade and stitching used can occur depending on batches used).