Refund policy

Return & Refund Policy

Overview

Due to the perishable nature of our chocolate protein snacks, we maintain a strict returns policy. We stand behind the quality of our products and will address any issues related to defects or damage during shipping.

 

 

Eligibility for Returns

Returns are accepted only in the following circumstances:

1. Defective Products

  • Product arrived damaged, broken, or crushed

  • Product shows signs of spoilage or contamination

  • Product packaging was compromised during transit

  • Product does not match what was ordered

2. Timeframe

  • Claims must be submitted within 7 days of delivery

  • Claims submitted after 7 days will not be accepted

3. Proof Required

  • Photographic evidence of the defect or damage

  • Order number and delivery confirmation

  • Description of the issue

 

 

Non-Returnable Items

The following are not eligible for return or refund:

  • Products opened and consumed ("didn't like the taste")

  • Products stored improperly after delivery

  • Change of mind or buyer's remorse

  • Orders placed with incorrect shipping address (customer error)

  • Products past the 7-day claim window

  • Promotional or discounted items (if applicable)

 

 

Return Process

Step 1: Contact Us
 Email us at [support email] within 7 days of delivery with:

  • Your order number

  • Photos of the defective/damaged product

  • Brief description of the issue

Step 2: Review
 We will review your claim within 2-3 business days and determine eligibility.

Step 3: Resolution
 If approved, you will receive one of the following:

  • Replacement product (shipped at no cost)

  • Store credit for the value of the defective item(s)

  • Full refund to your original payment method

We reserve the right to determine the most appropriate resolution based on the nature of the issue.

 

 

Shipping Damage

If your order arrives visibly damaged (crushed box, torn packaging, leaking, etc.):

  • Refuse delivery if possible and contact us immediately

  • If already accepted, photograph the damage and contact us within 24 hours

  • We will file a claim with the shipping carrier and send a replacement

 

 

Refund Timeline

Approved refunds will be processed as follows:

  • Store credit: Issued within 7  business days

  • Refunds to original payment method: 5-10 business days after approval

  • Replacement shipments: Dispatched within 3-5 business days after approval

 

 

Exchanges

We do not offer direct exchanges. If you received the wrong flavor or quantity:

  • Contact us within 7 days

  • We will verify the order error

  • If confirmed as our error, we will send the correct product at no charge

  • You are not required to return the incorrect item

 

 

Cancelled Orders

Before Shipment:
 Orders may be cancelled for a full refund if cancellation is requested within 24 hours of order placement and before the order has shipped.

After Shipment:
 Once an order has shipped, it cannot be cancelled. Our standard return policy applies upon delivery.

 

 

Contact Information

For all return, refund, or product quality inquiries:

Email: [Insert support email]
 Response Time: 2-3 business days
 Business Hours: Monday - Friday, 9:00 AM - 6:00 PM SGT

 

 

Policy Updates

COA & Co reserves the right to update this return and refund policy at any time. Changes will be posted on this page with an updated effective date.

Questions? Contact us before placing your order if you have concerns about our return policy.

 

 

This policy is governed by the laws of Singapore. All decisions regarding returns and refunds are made at the sole discretion of COA & Co.