Returns and Refunds

Have you changed your mind? No problem!

At Bunny Cocoon, we want you to be completely satisfied with your purchases. If a product isn't suitable for your rabbit or doesn't meet your expectations, you can easily return it.

Return Conditions

You have 14 days from receipt of your order to exercise your right of withdrawal, in accordance with Article L. 221-18 of the French Consumer Code.

Strict conditions for accepting returns

To be accepted, the product must be:

■ Unopened and in its original, intact (sealed) packaging

■ Unused and in its original condition

■ Complete and undamaged

■ Returned in suitable protective packaging

Important: For reasons of hygiene and food safety, any product whose packaging has been opened or unsealed cannot be returned, in accordance with Article L. 221-28 of the French Consumer Code.

How to return an item?

Step 1: Inform us
Contact us within 14 days of receiving your order:

- By email: sav@bunny-cocoon.com

- Please specify your order number and the item(s) to be returned

Step 2: Prepare your package
Once your request is approved:

- Carefully pack the product(s) in their original packaging

- Include a copy of your invoice or delivery note

- Write your order number on a piece of paper inside the package

Step 3: Ship your return
We will provide you with the return instructions for sending back the package.

⚠️ Important: Return shipping costs are your responsibility. We recommend using tracked shipping to secure your package. Bunny Cocoon cannot be held responsible for packages lost during the return process.

Step 4: Processing your return
Upon receipt of your package, we will inspect the product (within 2-3 business days). If everything is in order, we will process your refund.

Refund

Refund processing time

Your refund will be processed within a maximum of 14 days from the date your return is received, using the same payment method used for your original order.

Refund amount

We will refund:

- The price of the product(s) returned

- Original shipping costs (only if you return your entire order)

Not refunded:

Return shipping costs (your responsibility)

Shipping costs if you only return part of your order

Exchange

Unfortunately, we do not offer direct exchanges. To quickly receive your new item:

- Return the original product (procedure above)

- Place a new order for the desired item

You will be refunded for your first purchase once the return is received.

Specific Cases

Defective product or order error

If you have received a defective or damaged product, or if there was an order error, please refer to our [After-Sales Service page]. In such cases, return shipping costs will be covered by us.

Overdue return

Return requests submitted more than 14 days after purchase unfortunately cannot be accepted, except in the case of a defective product covered by warranty.

Frequently Asked Questions

Can I return a product purchased with a special offer?
Items purchased with a discount offer are eligible for return under the conditions mentioned above. The refund will be based on the discounted amount.

When will I receive my refund?
Refunds are processed within a maximum of 14 days after we receive your return. The time it takes for the refund to appear in your bank account depends on your bank (2-5 additional days).

Can I return an opened product?
No, opened products cannot be returned or refunded, except in the case of defective products covered by the warranty.