Refund policy

Refund & Return Policy

At Soin De Coco, we care deeply about product quality, customer satisfaction, and a safe shopping experience. Because our products are personal care and cosmetic products, we follow strict hygiene standards when handling returns.

This Refund & Return Policy explains when returns, replacements, or refunds may be accepted.

1. Damaged, Incorrect, Defective, or Missing Products

If your order arrives damaged, defective, incorrect, or with an item missing, please contact us within 48 hours of receiving your order.

To help us review your request, please send us:

  • Your order number
  • Clear photos or videos of the product
  • Photos of the packaging, if the order arrived damaged
  • A short explanation of the issue

Once we review your request, and if the issue is confirmed, we may offer one of the following solutions:

  • Replacement of the affected product
  • Exchange for the correct product
  • Store credit
  • Refund to the original payment method, where applicable

Refunds, when approved, will be processed after our team confirms the issue and/or receives the returned item when return is required. The time for the refund to appear may depend on the payment provider or bank.

2. Products That Cannot Be Returned

For hygiene and safety reasons, we do not accept returns, exchanges, or refunds for products that are:

  • Opened
  • Used
  • Unsealed
  • Damaged after delivery
  • Returned without original packaging
  • Not damaged, defective, incorrect, or missing from the order

This policy helps us protect the quality, safety, and hygiene of our products for all customers.

We kindly ask customers to review product descriptions, ingredients, usage instructions, and images before placing an order. If you have any questions before purchasing, our Customer Support Team will be happy to help.

3. Change of Mind

We do not accept returns or refunds due to change of mind after the order has been delivered.

This includes, but is not limited to:

  • Choosing the wrong product
  • No longer wanting the product
  • Not liking the scent, texture, or product type after opening
  • Ordering by mistake and not contacting us before shipment

4. Cancellation Policy

If you wish to cancel your order, please contact our Customer Support Team as soon as possible.

If your order has not yet been shipped or dispatched, we may cancel the order and issue a refund where applicable.

Once the order has been shipped or dispatched, cancellation is no longer possible.

5. Return Shipping

If the return is approved because the product was damaged, defective, incorrect, or missing from the order, Soin De Coco will provide instructions for the next steps.

If a return is requested for any other reason and is approved as an exception, the customer may be responsible for the return delivery fees.

6. Refused or Failed Deliveries

If an order cannot be delivered because the customer provided incorrect information, did not answer the delivery calls, refused the order, or was unavailable after delivery attempts, Soin De Coco may deduct delivery or handling fees from any refund, where applicable.

7. Contact Us

For any questions or to report an issue with your order, please contact our Customer Support Team:

Email: hello@soindecoco.com
Phone: +961 81 055 125
Location: Beirut, Baabda, Lebanon

By placing an order with Soin De Coco, you confirm that you have read, understood, and agreed to this Refund & Return Policy.