Terms of service

Terms of Service

Last updated: November 3, 2026

Welcome to Cocoon. These terms of service govern your use of our website and any purchase made from Cocoon. Please read them carefully.

By browsing our website, creating an account or placing an order, you agree to be bound by these terms, as well as by our Privacy Policy, our Return and Refund Policy and our Shipping Policy, which form an integral part of them. If you do not accept these terms, please do not use our website.

1. Definitions

In these terms:

  • “Cocoon”, “we”, “our” mean the company Cocoon, which operates the website;
  • “you”, “customer” mean anyone who visits the website or makes a purchase on it;
  • “website” means our online store and all of its pages;
  • “products” means the items offered for sale on the website.

2. Eligibility

To place an order on our website, you must have reached the age of majority in your province, territory or state of residence, or use the website with the permission and under the supervision of a parent or legal guardian.

You agree to provide accurate, complete and up-to-date information when making purchases.

3. Customer account

You can create a customer account to track your orders and save your information. You are responsible for:

  • keeping your password confidential;
  • all activity carried out from your account;
  • keeping your personal information up to date.

If you suspect unauthorized use of your account, let us know right away at support@trycocoon-quebec.com. We reserve the right to suspend or close an account in the event of fraudulent use or use that breaches these terms.

4. Products

We do our best to present our products accurately, including their descriptions, dimensions, materials and colours. However, colours may vary slightly depending on your device's screen, and slight variations may exist from one production batch to another.

Our products are offered while supplies last. We reserve the right to change or remove a product from the website at any time.

5. Prices and taxes

  • Prices are shown in Canadian dollars (CAD) for orders delivered in Canada and in US dollars (USD) for orders delivered in the United States.
  • Prices shown do not include taxes. Taxes that apply to your delivery address are calculated and added at checkout, before your order is confirmed.
  • The price that applies is the one shown when you place your order.
  • We may change our prices at any time without notice. These changes do not apply to orders already confirmed.

6. Orders

Confirmation: after placing your order, you will receive a confirmation email summarizing the products, the total price and the taxes. This email confirms that we have received your order.

Right to refuse or cancel an order: we reserve the right to refuse or cancel an order, in particular in the following cases:

  • product out of stock;
  • an obvious error in the price or description of a product;
  • suspected fraud or unauthorized use of a payment method;
  • an order that appears to be intended for resale;
  • unusual or excessive quantities.

If your order is cancelled after payment, you will receive a full refund to your original payment method.

Pricing errors: despite our efforts, a pricing error may occur. If a product is shown at an obviously incorrect price, we will let you know, and you can either confirm your order at the correct price or cancel it and get a full refund.

Cancellation by the customer: you can cancel your order as long as it has not shipped by writing to us at support@trycocoon-quebec.com.

7. Payment

We accept the following payment methods:

  • credit cards;
  • Shop Pay;
  • Apple Pay;
  • Google Pay.

Payment is required when you place your order. All transactions are processed by secure, encrypted payment providers. Cocoon never has access to your full card number.

By providing your payment information, you confirm that you are authorized to use that payment method.

8. Promo codes

Promo codes may be offered from time to time. Unless stated otherwise:

  • promo codes can be combined;
  • they must be applied at checkout and cannot be added after the order is confirmed;
  • they have no cash value and cannot be exchanged for money;
  • they may come with an expiry date or specific conditions, stated when the offer is made.

We reserve the right to change or end a promotion at any time, and to cancel a code used fraudulently or abusively.

9. Shipping and delivery

We ship to Canada and the United States. Orders are usually processed within 1 to 3 business days.

Delivery times, carriers and other details are set out in our Shipping Policy. Delivery times are estimates and may vary due to factors beyond our control (carriers, weather conditions, busy periods, etc.).

You are responsible for providing an accurate and complete shipping address. The product remains our responsibility until it is delivered to the address provided.

10. Returns, exchanges and refunds

Our products are covered by a 100-night trial starting from the date you receive your order. All terms for returns, exchanges, refunds, damaged products and missing packages are described in our Return and Refund Policy.

11. Warranties

Product warranty: some of our products are covered by a warranty, whose length and conditions vary by product. When a warranty applies, its terms are shown on the product page. For any claim, write to us at support@trycocoon-quebec.com with your order number, a description of the problem and photos.

Warranties do not cover normal wear and tear or damage caused by misuse, an accident, a modification of the product or failure to follow the care instructions.

Legal warranty: these warranties are in addition to the rights you have under applicable consumer protection laws, including Quebec's Consumer Protection Act, and do not limit them in any way. Under this Act, any goods sold must be fit for the purpose for which they are normally used for a reasonable length of time.

12. Reviews and user content

You may post reviews, comments, photos or other content on our website. By posting content, you confirm that:

  • this content reflects your real experience with the product;
  • you hold the rights to this content, including any photos posted;
  • it contains nothing false, misleading, defamatory, offensive, hateful or illegal;
  • it does not infringe the rights of others, including their privacy.

By posting content, you grant Cocoon a non-exclusive, royalty-free, worldwide licence to use, reproduce, display and share it on its website, social media and marketing communications. You can ask us to remove your content at any time by writing to us.

We reserve the right to moderate, refuse or remove any content that does not comply with these terms. We never change the meaning of a review, and we publish positive and negative reviews alike, as long as they follow these rules.

13. Intellectual property

All content on the website, including text, images, photos, videos, logos, trademarks, graphics and layout, belongs to Cocoon or its partners and is protected by intellectual property laws.

Copying, reproducing, modifying, distributing or using this content for commercial purposes without our prior written permission is prohibited.

14. Acceptable use of the website

By using our website, you agree not to:

  • use it for illegal or fraudulent purposes;
  • attempt to gain unauthorized access to our systems, servers or other users' accounts;
  • transmit viruses, malware or any harmful code;
  • automatically extract content from the website (bots, data scraping);
  • interfere with the proper operation of the website or other users' experience.

We may restrict or block access to the website for anyone who does not follow these rules.

15. Links to third-party websites

Our website may contain links to third-party websites, such as our social media or those of our partners. We have no control over these websites and are not responsible for their content or practices.

16. Limitation of liability

We do our best to keep the website available and working properly, but we cannot guarantee that it will be free of interruptions or errors.

To the extent permitted by law, Cocoon cannot be held liable for indirect damages arising from the use of, or inability to use, the website. Our liability for a product is limited to the price paid for that product.

Nothing in these terms is intended to exclude or limit our liability or your rights where the law does not allow it, including under Quebec's Consumer Protection Act.

17. Force majeure

Cocoon cannot be held liable for any delay or failure caused by an event beyond its reasonable control, including a natural disaster, a pandemic, a strike, a major outage, a disruption at the carriers or a government decision.

18. Privacy

The collection and use of your personal information are governed by our Privacy Policy.

19. Changes to these terms

We may change these terms at any time to reflect changes in our business or in the law. The current version is always posted on this page, with its update date. The terms that apply to your order are those in effect when you placed it.

20. Governing law

These terms are governed by the laws of the Province of Quebec and the federal laws of Canada that apply there, subject to any mandatory provisions of the laws of your place of residence that may give you additional protection.

21. General provisions

If any provision of these terms is found to be invalid or unenforceable, the other provisions remain in effect. Our failure to exercise a right under these terms does not constitute a waiver of that right.

22. Contact us

For any question about these terms of service:

Cocoon
Email: support@trycocoon-quebec.com