At Bunny Cocoon, your satisfaction and the well-being of your rabbit are our priority.
We make every effort to offer you quality products. However, if you encounter a problem with your order, our team is here to assist you and find a quick solution.
Have you received a defective, damaged, or non-compliant item? We are sincerely sorry and are committed to resolving the issue quickly.
How to proceed:
Step 1: Identify the defect
Upon receipt of your package, carefully inspect your items. If you notice a defect, damage, or non-conformity, do not use them and keep the original packaging.
Step 2: Contact us within 48 hours
Report the problem to us within 48 hours of receipt:
■ By email: sav@bunny-cocoon.com
■ By providing your order number
Step 3: Send us supporting documents
To process your request quickly, please send us:
■ Your order number
■ Clear photos of the product (overview and detail of the defect)
■ A photo of the packaging if it is damaged
■ A brief description of the problem
Step 4: Validation (24-48 business hours)
Our team reviews your case and confirms by email that it has been taken into account. We then offer you:
■ A free exchange for a new product
■ A full refund if you prefer
Step 5: Return the product
Once validated, we will send you a prepaid return label by email. Simply return the product to us in its original packaging if possible. Return costs are entirely at our expense.
Step 6: Replacement or refund
■ Exchange: Shipment of the replacement product within 2-3 business days after receipt of your return
■ Refund: Processing within 5 business days after receipt of the product
You will receive a confirmation email at each step to track the progress of your request.
Did you receive a different item than the one you ordered? Contact us immediately with your order number and a photo of the product you received. We will exchange it for you free of charge.
Has your order not arrived within the expected timeframe?
Our products are dry food items (dried plants, botanical blends) packaged in sachets.
In accordance with Article L221-28 12° of the Consumer Code, any food product opened or unsealed after delivery cannot be returned for reasons of hygiene and food safety.
For unopened products, in their original undamaged packaging, you have a period of 14 days following receipt to submit a return request to our customer service. Return shipping costs are at the customer's expense. The refund will be issued after receipt and verification of the package.
⚠️ No returns will be accepted for an opened product, even partially.
Email: sav@bunny-cocoon.com
Contact form: click here
Response time: Within 48 business hours maximum
Our team is available to assist you from Monday to Friday, from 9am to 6pm.
At Bunny Cocoon, we carefully select each ingredient to ensure the nutritional quality and food safety for your rabbit. All our products are checked before shipping. Any product received defective, expired, or non-compliant will be replaced or refunded free of charge, upon presentation of proof. Your trust and your bunny's health are our absolute priority!
