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Order and return policy2020-03-12T17:13:00+01:00



March 10, 2020

Right of withdrawal for consumers

If you contract with us or otherwise purchase Products with us, our Terms and Conditions apply, that may be found on our Website. Notwithstanding our Terms and Conditions, consumers have the right to revoke Single Orders without indication of reasons within a term of 14 days.

During this term you can use this Product to a reasonable extent to evaluate the Product. You are allowed to test the Product similar to how you would test the product in a physical store. You can remove the Product from its package, unless it is sealed. If you used the Product more than is reasonably necessary for the purpose of testing, we can charge you with extra costs.

The withdrawal term expires 14 days after the day you or an appointed third party, other than the delivery service, received the product. If you simultaneously ordered multiple Products with different delivery dates, the withdrawal term passes 14 days counting from the day you received the last product. If you arranged a frequent delivery agreement with us, the withdrawal term passes 14 days after the day you or an appointed third party physically received the product.

If you want to use your right of withdrawal, we request you to contact our Customer Support via +31 (0) 20 808 7557 or [email protected]. We need previous approval of Customer Support for any return, by absence of which we are not able to process your return and the Products remain for your risk and expense. You must send us the Product within 14 days after sending the e-mail.

We ask of you to keep the Product in its original package as much as possible when you return the product to us.


If you exercise your right of withdrawal, we will refund your payments, including shipping costs for the first delivery, within fourteen days. We will refund your order with the same payment method used to order your product(s), unless you would like to use a different method. You will bear the costs for the return shipping. We estimate these costs at maximum € 200,- for taps and € 1000,- for baths, basins or vanity, depending on where you live.

Exclusion of the right of withdrawal

The right of withdrawal is not applicable where it concerns Products that are not part of our standard assortment and/or that have been made at your specific request and/or customized for you. Examples of custom made products are, but not limited to: Piet Boon baths, basins & vanity, John Pawson baths & basins, CUSTOM50 basins.

Consumers only

This right explicitly applies only if you are a consumer, which means that you are a natural person that is not acting in a professional or commercial capacity as meant in the relevant Dutch and/or EU regulations.


Words in this policy that start with capital letters have the definition that is used in our Terms and Conditions.

Standard form right of withdrawal
(only fill out and send this form if you want to exercise your right of withdrawal)

To: BY COCOON LTD, [email protected].

I/We* hereby share with you that I/we*, with regards to the agreement concerning:

  • The sale of the following products:


  • The delivery of the following digital content:


  • The execution of the following services:

Make use of my/our right of withdrawal.

Ordered on* / received on*:
Name(s) customer(s):
Address customer(s):

Signature of costumer(s) (only required when this form has been submitted on paper):
(*) Strike out whichever is not applicable