Refund policy

Returns, Refunds & Replacements

At TonesByCoCoa, we want your order to arrive safely and your shopping experience to feel as thoughtful as our products. Please review our policy below before placing your order.

All Sales Are Final

Due to the personal-care nature of our skincare and haircare products, all sales are final. We do not accept returns or exchanges for change of mind, personal preference, or individual results.

Orders cannot be canceled or refunded once placed, except as outlined below or where required by law. Please review your items, quantities, and shipping address carefully before completing your purchase.

Items Damaged During Shipping

If your product arrives broken, leaking, or otherwise damaged during transit, please contact customersupport@tonesbycocoa.com within 7 days of delivery and include:

* Your order number.
* A description of the issue.
* Clear photos of the damaged product, shipping box, and shipping label.

Once your request is approved, we will provide a prepaid return shipping label and return instructions. The damaged item must be shipped back and received by our team before a replacement is sent. Approved replacements will be shipped at no additional cost.

Please keep the product and all original packaging until you receive instructions. Do not return an item without contacting us first. If broken glass or leakage makes the item unsafe to ship, please let us know before returning it so we can provide appropriate instructions.

Minor damage to outer packaging that does not affect the product does not qualify for replacement.

Incorrect or Missing Items

Please inspect your order upon delivery. If you receive an incorrect item or an item is missing, contact customersupport@tonesbycocoa.com within 7 days of delivery with your order number, a description of the issue, and photos of the items and packaging received.

For an incorrect item, we will provide a prepaid return shipping label. The incorrect item must be returned and received before the correct item is shipped. Please keep it unused and in its original packaging.

Verified missing items will be shipped at no additional cost. If your order is arriving in separate shipments, please check your shipping confirmations before reporting an item as missing.

Replacement Availability

Replacements are subject to availability. If an approved replacement is unavailable, we will contact you to arrange an alternative resolution, which may include a refund for the affected item.

If a refund is approved, it will be issued to the original payment method. Processing times vary by bank or payment provider.

Product Appearance & Individual Results

Our products contain plant-derived ingredients, so slight variations in color, scent, or texture may occur between batches. These variations alone do not indicate a defective product. Follow the storage and usage instructions on the product label.

Individual results vary. Please review the ingredient list and patch test before use. Discontinue use if irritation occurs, and contact us with any product concerns.

Orders Purchased Through Retail Partners

This policy applies to purchases made directly through tonesbycocoa.com. For purchases through Nordstrom, Macy’s, or another authorized retailer, please contact that retailer directly. Their return, refund, and replacement policies apply.

Need Assistance?

Our team is happy to help. Please have your order number available when contacting us.

Email: customersupport@tonesbycocoa.com
Phone: 1-833-754-6866

This policy does not limit any rights or remedies available under applicable law.