Refund policy

Quick summary

• Change of mind: 14-day window, unopened/unused in original packaging; tracked return postage paid by customer.
• Taste preference: Not eligible for refund. Try new ways to enjoy it — see our Recipes hub: https://coconutgreens.com/blogs/recipes
• Faulty/damaged on arrival: We’ll make it right — see “Items that arrive faulty or damaged.”
• Third-party purchases (gyms, clinics, stores): Contact the original seller.
• Subscriptions: Charged/processed renewals aren’t refundable; you can pause/skip/cancel future cycles.

Change-of-mind returns (unopened)
You have 14 days from delivery to request a return for change of mind.

Eligibility

• Item is unopened, unused, and in its original packaging.
  Return sent via tracked shipping (customer pays return postage).
• Store credit will be issued.

Process

1. Email shop@coconutgreens.com with your order number and reason.
2. We’ll reply with return instructions.
3. Send using a trackable service and share the tracking link.
4. Once received and inspected, we’ll refund to your original payment method (see “Refund timing & fees”).

How to use your store credit

1. Log in to your account with the same email we credited (or choose Shop Pay at checkout). 
2. https://account.coconutgreens.com
3. Add your items → go to checkout.
4. On the payment step, click Apply store credit. If your credit doesn’t cover the full amount, add a card for the balance.
5. Any leftover credit stays on your account for next time.

Not eligible

• Opened/used items.
• Returns requested more than 14 days after delivery.
• Taste preference (see our Recipes hub for ways to integrate it into your day: https://coconutgreens.com/blogs/recipes)

Finding your flavour

If the taste isn’t what you expected, many customers love it blended or stirred into their routine. Explore simple ideas in our Recipes hub — from smoothies to iced lattes and water-plus-citrus: https://coconutgreens.com/blogs/recipes

Taste & formulation notes

• Our products use natural ingredients, so subtle differences in taste, colour, or texture can occur between batches.
• You may notice small white specks in the powder or drink — this is coconut water powder. We’ve intentionally reduced processing/blending time to preserve nutritional quality, so these specks can be more visible. They’re normal and safe. A vigorous shake, whisk, or blend (ideally with very cold water/ice) helps them disperse.
• Taste preference isn’t eligible for a refund. For ways to enjoy your pouch, explore our Recipes hub: https://coconutgreens.com/blogs/recipes
• If you believe there’s a quality issue (e.g., unusual odour, severe clumping, damaged seal), email shop@coconutgreens.com with your order number, batch/lot code, and clear photos so we can investigate.

Recipe refresh (sweetness update) — how to make it yours

We recently reduced sweetness based on community feedback, announced via email and social ahead of release. If your pouch tastes less sweet than you remember, it’s the same quality formula — just lighter on sweetness.

Easy ways to sweeten to taste

• Add a splash: coconut water, a dash of apple/pineapple juice, or milk/alt-milk.
  Natural sweeteners: ½–1 tsp honey or maple; a few drops of stevia/monk fruit; or a ripe banana if blending.
• Citrus lift: squeeze of lemon/lime to brighten and balance.
  Serve colder: mix with very cold water, ice, or shake then chill.
• Blend it: smoothie with berries, mango, yoghurt, or try an iced latte style.
• Tiny pinch of salt: can enhance perceived sweetness.
• Tip: Taste buds often adjust within ~3–5 servings. Many customers end up preferring the lighter sweetness once they’ve dialled in their mix. If you spot white specks, that’s the coconut water powder — it’s normal given our lighter processing. Shake well (cold water helps) or blend; specks will disperse.

Items that arrive faulty or damaged

• Email shop@coconutgreens.com within 7 days of delivery with:
• Order number
• Clear photos of parcel, packaging, product (and batch/lot if visible)
• We’ll assess and, where appropriate, replace or refund. Please retain all packaging in case the carrier requires inspection.

Purchases from other retailers

If bought from a third party (gym, clinic, retailer, marketplace), please contact that seller for returns under their policy.

Subscriptions

• We’ll send a reminder 3 days before each renewal, giving customers ample time to manage their subscription renewal, we suggest you add our email to your address book to ensure you recieve these alerts.
• Once a subscription order is processed/charged, it’s already in progress and can’t be cancelled or refunded. You can pause, skip, or cancel at any time to stop future renewals.
• No refunds are issued for accidental renewals.
• “I didn’t know it was a subscription”: During checkout you’re clearly shown that one or more items are on a subscription plan. We also surface subscription messaging at several points in the purchase flow (product page, plan selector, cart/checkout). For this reason, refunds won’t be issued on the basis of not noticing these alerts.

Need help managing your plan? Email shop@coconutgreens.com

Non-returnable items

• Gift cards
• Digital/downloadable products
• Certain health/personal care items where hygiene applies (as marked on product pages)

Refund timing & fees

• We’ll email when your return is received and inspected, confirming approval or rejection.
• Approved refunds go to your original payment method; banks/payment providers may take 3–10 business days to post.
• Original shipping fees (if any) are non-refundable.
• If we provide a pre-paid return label, we’ll deduct its actual cost from your refund.
• Exchanges - We replace items only if defective or damaged. For the same item exchange, email shop@coconutgreens.com first for instructions.

Sale items

Unless stated on the product page, sale items aren’t eligible for change-of-mind refunds.

How & where to send your return

Get authorisation by emailing shop@coconutgreens.com (unauthorised returns can’t be processed). Use a trackable service and keep your receipt.

Return address

Coconut Greeens Co.
c/o Packo - 2 Merrindale Dr, Croydon South, VIC 3136, Australia

Helpful notes (ties to Shipping Policy)

RTS (Returned to Sender) due to wrong address or non-collection isn’t a return; see our Shipping Policy. We can re-ship (postage payable); no refunds in those cases: see shipping policy

“Pending” tracking means the parcel has been handed to the carrier before the first scan; many “stalled” parcels are located and delivered once scans update.

Last updated: 14 October 2025 (AEDT)

Legal compliance

We operate in accordance with all applicable consumer laws and regulations in the relevant jurisdictions. Nothing in this policy limits your rights where such laws require a different outcome.