SHIPPING & HANDLING
Please allow 1 - 2 business days for your order to be processed.
If you have mistakenly put an incorrect shipping address you must contact us immediately to have the address changed. Please ensure you check your order invoice fully on receipt as once we have sent your order for delivery we will be unable to change the address at that point and we will be unable to reimburse you for the order being delivered to an incorrect address.
We consider a product to be 'delivered' when marked as so by the tracking information provided by the relevant shipping company. We will not provide additional product in cases where items are 'lost' or otherwise 'undelivered' when shown as delivered by the relevant shipping company tracking information. Where proof is provided that the product was not delivered we will at our discretion provide an additional product.
Where proof is provided that the product was not delivered we will at our discretion provide an additional product. claims for lost items must be submitted by email within 28 days of your order date due to claim policies set by our courier/s. All documentation pertaining to the delivery must be kept by the receiver these include but are not limited to items such as delivery notes, card and electronic notifications. Failure to do so will result in the rejection of your claim and your item will be classed as delivered.
Deliveries that are unsuccessful and returned to us will be subject to additional postage fee's as our free shipping offer is limited to the first attempt.
PRODUCT RETURNS INFORMATION:
We make every effort to ensure the quality of our products. As a commitment to our goal, we offer a money-back guarantee on products that do not meet our quality standards.
Charli CoCo will issue refunds when there is evidence of a manufacturing defect or other issue that impacts the ability of the product to perform properly.
We can not accept returns on opened teeth whitening products or brushes under any circumstance. Due to hygiene reasons, these items can not be resold.
This does not affect your statutory rights in respect of faulty or damaged products or your cancellation rights. If the item you have bought is faulty, damaged or incorrect, please see. What are my consumer rights if items are faulty?. If you wish to exercise your cancellation right, please see How do I cancel my contract?
To return your unopened item to us please contact us for the returns address.
What are my consumer rights if items are faulty?
If you receive an item that is faulty then send it back to us within 30 days and we will process a full refund including the original delivery charge. Faulty items are checked upon receipt and validated.
What are my cancellation rights?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer online, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. To do this you must let us know in writing. Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.
You must take good care of the items while they are in your possession and they must be returned to us as soon as possible at your cost and original condition.
Please send all returns via a tracked postal service as it is your legal duty to get that to us in original before we can refund you. We can not accept responsibility for lost/damaged items that are sent via untracked postal services.
This is not intended to be a full statement of your rights under the Regulations. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office. The Regulations do not apply to some types of item.
If you have made a purchase through our Website have paid for delivery but wish to return the full order by post you are entitled to a refund on the outbound delivery charge originally paid within 14 days of receipt of the order. Please note that the delivery charge refund will be the equivalent value of standard delivery.