Shipping & Returns

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Delivery

There is a $10 flat delivery fee. Orders over $80 inclusive of GST are delivered freight free *(Exclusions Apply) 

*Free Freight Exclusions

Flat rate and free freight excludes deliveries to PO Boxes and some remote and rural areas. For PO Boxes, choose the most suitable option from the list Australia Post has provided. If you choose the Courier option for PO Boxes you will be contacted and asked to pay for additional freight before your order is dispatched.

Bulk products such as desiccated coconut that weigh over 25Kg will not be able to be sent with Australia Post as their limit is 20Kg per item.

Dispatch and Delivery

We make every effort to dispatch your order within five business days of receiving it online. For orders within Australia we primarily use Australia Post or Couriers Please. Unless specified otherwise by the customer, Kokonut Pacific reserves the right to choose the best freight option for your location. After dispatch you can expect your order to arrive as follows*:

  • NSW, ACT : 1-5 working days.

  • VIC : 2-5 working days.

  • QLD, SA : 3-7 working days.

  • WA, NT : 6-10 working days.

  • New Zealand : 7-11 working days.

* Remote areas may take longer.

No deliveries can be made on weekends or Public Holidays.

If you receive a calling card from a courier please respond to them within 24 hours, otherwise they may return your parcel to us. If this occurs you will be responsible for any additional freight costs to resend you the order.

Special Delivery Instructions

Should you have a special delivery instruction, please enter the relevant information in “Delivery Instructions” or in the Comments field when completing your order. The delivery instructions will be passed onto our courier. We cannot however guarantee that the courier will follow your instructions.

International Orders

We currently ship internationally to New Zealand only. Keep your eyes peeled as we are hoping to get to more destinations in the future.

Acceptance of Delivery

By signing the courier consignment note, you are accepting that the product has been received by you in good condition.

BEFORE signing the consignment note, please either inspect the goods to make sure nothing is broken, or sign the consignment note “Subject to Check”.

Under the terms and conditions of most couriers, when you sign for it, you are accepting it as it is. Failure to do this will void any insurance on the consignment by the courier or by Kokonut Pacific.

Goods Delivered Damaged or Lost in Transit

Should you receive goods damaged in transit please notify us within seven days of receipt.

Please leave the goods in the damaged packaging as they were delivered. This will assist with any claims.

Should you not receive your goods within the delivery schedule please contact us. Please have your order confirmation on hand as reference.

Please note we cannot be held responsible for goods lost in transit where you have given authority to leave in the delivery instructions. If you did not give authority to leave and your package has gone missing please contact us as soon as possible.

GST

There is no GST payable on pure coconut oil, however GST is payable on coconut oil if fragrance or other additive has been added. GST is also payable on postage so where you have been charged postage GST is inclusive in the post office charges. When we ship your goods the GST will be shown on the invoice enclosed with the shipment.

Payment and Security

All our online payments are handled by Secure Pay and Paypal secure sites. Your name and address are kept for record purposes only and will not be disclosed to any other person or institution.

All Prices are in Australian Dollars ($AUD)

Refund Policy

If you have any reason for not being fully satisfied with our products please contact us and we will either refund the full amount or send another shipment. We would also prefer the unsatisfactory product to be returned at our expense or where this is not possible, a description is given as to reason for dissatisfaction.

We will choose the most suitable courier based on your location and the service available to your area.

Delivery of Incorrect Product

In the unfortunate event that you are sent the wrong product, please notify us immediately and we will arrange for the correct product to be delivered free of charge.

Should we require the incorrect product to be returned, we will arrange a courier to collect it at our cost.

Incorrect Product Ordered

If you order a product in error, a refund will be honoured for the product provided it is returned to us within 14 days of receipt, along with the original invoice in a resalable condition, that is, unopened with packaging intact in original condition.

Returned goods that are received damaged will not be considered for a refund.

Please take care to package the product well and return it to:

Kokonut Pacific Pty Ltd
2/34 Silva Ave
Queanbeyan NSW 2620

The refund will be for the original amount paid for the product exclusive of freight costs and will be issued within seven working days from date of receipt. Refunds are made using the original payment method and back to the account from which payment was originally made.