Hassle Free Returns
- You can process your return through our online system or call a customer service agent to help with your Return Merchandise Authorization
- Returns are processed within the same business day as receipt of item
- All returns accepted within the 30 day period
- Excludes items on sale
We offer a full refund* on returns processed within the first 30 days of purchase.
1. Refund request must be submitted online within 30 days from the date of purchase.
2. Product(s) must be returned in "ORIGINAL, LIKE-NEW" condition, in Original Factory Box and Packaging, for a full refund.
3. After return request is authorized, product(s) must be shipped back to Cocoweb (Irvine, CA) within 15 days.
4. Return Shipping is the responsibility of the Buyer. Lost items during transit are the Buyer's responsibility.
5. If you purchased your product through Amazon, please log into your Amazon account and follow Amazon's return procedures (Amazon Returns) - and click 'Start a Return: Returns, replace or exchange item' button. We do not process return requests for orders on Amazon.com.
6. All returned merchandise must be in Factory-Original condition. Returns on damaged or scratched merchandise may be subject to either a 20% Restocking Fee or not accepted.
7. All returns must include all the factory accessories which come with the item. Returns may 1) not be accepted, or 2) be subject to a 20% Restocking Fee if any of these packed accessories are missing, if the hardwired or battery operated picture lights have been mounted unless explicitly stated in written correspondence.
8. Orders in excess of $1000 are subject to a 20% restocking fee.
Shipping Costs are Non-Refundable
Defective / Damaged in Transit
In the event you receive a defective or damaged item, please notify us within 72 hours of receipt if it was damaged in transit or is defective
How To Submit a Return Request
1. Log into your account and fill out the return request form. If you checked out as a guest, your account was automatically created for you and you should have received an email with login details.
2. Once you log onto your account, click on "Product Returns" found in the left-hand navigation and then click on the "Submit a new Product Return" button.
3. Pick the "Select" link for the completed order that you would like to return and fill out the return form.
4. Once we receive your request, you will receive an email confirmation with the status of your return request. If your return request is approved, you will be assigned an RMA number. If you are returning multiple products, you will only be issued one return shipping label; please consolidate the products together into one shipment, either by shipping them in one box/container or using shipping tape to bundle them together. We are not responsible for any return shipping charges incurred.
5. Prepare your return shipment by securely packaging your "ORIGINAL, LIKE-NEW" unit(s) in Original Factory Box and Packaging. Indicate RMA# inside your package on a piece of paper.
6. Drop off at your local shipping carrier's location. Only available for domestic orders within the United States.
7. Your refund will be processed immediately once we receive your return, but you may not see the credit in your account for 7 - 10 business days. You will be notified by e-mail once your refund is processed.
**Please follow these steps to process your return. Failure to follow these steps will result in a delay and / or cancellation of your return request.**