Cancellation policy
PURCHASE OPTIONS CANCELLATION POLICY – KOKOCHAO.COM
Last updated: March 9, 2026
This policy sets out the terms for cancelling and changing specific purchase options, including:
any subscriptions
pre-orders
products reserved before availability
It applies in addition to the Terms and Conditions of Sale and the Returns and Refunds Policy of Kokochao.com.
1. PURPOSE
Certain products offered on Kokochao.com may be available:
as a pre-order
as a subscription or recurring delivery
This policy describes the cancellation terms applicable to these options.
2. SUBSCRIPTIONS
2.1 How subscriptions work
Where products are offered as a subscription, the Customer agrees to receive recurring deliveries according to:
the selected frequency
the terms stated when placing the order
Payment information is stored securely by the payment providers used by the website.
2.2 Automatic renewal
Certain subscriptions may be automatically renewed at each defined interval.
The Customer may cancel a subscription at any time:
through the link in the confirmation email
or by contacting customer service.
Cancellation will take effect for the next billing date that has not yet been charged.
2.3 Right of withdrawal
In accordance with the French Consumer Code, the Customer has 14 days from subscribing to exercise the right of withdrawal.
If performance of the service has begun with the Customer’s agreement before the end of this period, the right of withdrawal may no longer apply to the period already consumed.
3. PRE-ORDERS
3.1 Definition
A pre-order is the advance purchase of a product that is not yet available in stock.
The product is reserved for the Customer with the manufacturer or distributor.
Payment is generally made when the order is placed.
3.2 Orders containing pre-orders
If an order contains:
one or more products in stock
and one or more pre-order products
the order may be shipped in a single shipment once all products are available.
We recommend placing separate orders if you wish to receive available items sooner.
3.3 Availability dates
The availability dates shown for pre-orders are provided by manufacturers and may change.
Delays may occur due to:
production
importation
international logistics
Such delays do not constitute an automatic reason for cancellation outside the applicable statutory rights.
3.4 Cancelling a pre-order
Before dispatch – within the statutory period
In accordance with the French Consumer Code, the Customer has 14 days from the date of the order to exercise the right of withdrawal.
In this case, a full refund will be issued.
After the statutory period and before dispatch
If a cancellation request is made after the statutory withdrawal period has expired and before dispatch:
Kokochao may retain an amount corresponding to the costs actually incurred, including:
reservation of the product with the supplier
administrative costs
any logistics or import costs
These costs are not a penalty but reimbursement of costs already incurred.
After dispatch
Once the product has been shipped, the standard withdrawal and return conditions apply in accordance with the Returns and Refunds Policy.
4. LIMITED-QUANTITY PRODUCTS
Some pre-orders may concern limited-edition or limited-quantity products.
A pre-order constitutes a reciprocal commitment between the Customer and Kokochao regarding reservation of the product.
5. LIMITATION OF LIABILITY
Kokochao cannot be held liable for delays attributable to:
manufacturers
carriers
customs authorities
events of force majeure
6. CONTACT
For any request concerning:
a subscription
a pre-order
an order change
you can contact customer service:
HERMES DEPOT
108 Chemin de Sainte-Hélène
06560 Valbonne – France
Additional clauses – Pre-orders
Anti-abuse clause for pre-order cancellations
Pre-orders allow a product to be reserved before it becomes available from the manufacturer or distributor.
A pre-order constitutes a commitment between the Customer and Kokochao regarding reservation of the product.
In the event of repeated or abusive pre-order cancellations after the statutory withdrawal period has expired, Kokochao reserves the right to:
limit access to pre-orders for the relevant customer account
refuse certain future orders
retain the costs actually incurred in connection with reserving the product
This measure is intended to prevent abuse that could disrupt stock management and supplier orders.
Imported products / manufacturer lead times clause
Some products offered for pre-order may be manufactured or imported from abroad.
The availability dates shown on the website are based on information provided by manufacturers, distributors or logistics partners.
These lead times may change without notice due to factors beyond Kokochao’s control, including:
production delays
supply issues
international transport
customs formalities
logistical constraints
Kokochao cannot be held liable for delays attributable to these events.
Automatic cancellation clause in the event of supplier unavailability
In the exceptional event that a pre-order product becomes permanently unavailable from the manufacturer or supplier (production discontinued, cancellation by the publisher, supply issue, etc.), Kokochao reserves the right to cancel the relevant order.
In this situation, the Customer will be informed as soon as possible and will receive:
either a full refund of the amount paid
or, where possible, an offer of an equivalent replacement product
This cancellation will not give rise to any additional compensation.