Terms & Conditions
Last updated: March 2026
1. General
These terms and conditions apply to all purchases made through kocoa.nl, operated by KOCOA. By placing an order, you agree to these terms. These terms are governed by Dutch law.
KOCOA
KVK: 68478054
BTW: NL005049408B95
Legmeerdijk 169D, 1432 KA Aalsmeer, Netherlands
Email: info@kocoa.nl
2. Products & Pricing
All prices are listed in EUR and include VAT. We reserve the right to modify prices without prior notice. Product descriptions and images are provided for informational purposes and may vary slightly from the actual product.
3. Orders & Payment
An order is confirmed once payment has been successfully processed. We accept iDEAL, PayPal, Bancontact and major credit/debit cards. Payment is processed securely through our payment provider, Mollie.
4. Delivery
We deliver to all EU countries. Delivery times are estimates and are not guaranteed. Please refer to our Shipping & Returns page for detailed delivery information.
5. Right of Withdrawal
In accordance with EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of the day you received the goods (or the last item, if you ordered multiple products in one order), without giving a reason.
To exercise this right, you must inform us of your decision before the withdrawal period expires. You may use the Model Withdrawal Form available on our Shipping & Returns page, or send a clear statement to returns@kocoa.nl.
Return shipping costs are the responsibility of the customer, except in the case of defective or incorrectly delivered products, in which case KOCOA will cover the return shipping costs.
Upon withdrawal, we will reimburse all payments received from you, including the cost of standard delivery (the cheapest delivery option available). If you chose a more expensive delivery method, we will only reimburse the cost of the cheapest standard delivery. Refunds are processed within 14 days of receiving the returned goods.
Products must be returned unused, in their original packaging, and in the same condition as received. Opened or used products cannot be returned for hygiene reasons, unless defective.
6. Liability
KOCOA shall not be liable for any indirect, incidental or consequential damages arising from the use of our products. Our products are cosmetic products and are not intended to diagnose, treat, cure or prevent any disease.
7. Intellectual Property
All content on kocoa.nl, including text, images, logos and designs, is the property of KOCOA and is protected by intellectual property laws. Reproduction without written permission is prohibited.
8. KOCOA Rewards Programme
KOCOA operates a loyalty rewards programme ("KOCOA Rewards") for registered users. By participating in KOCOA Rewards, you agree to the following terms. Membership is personal and non-transferable.
8.1 Earning Points — Purchases
Points are earned on qualifying purchases based on your membership tier: Seed members earn 5 points per €1, Bloom members earn 6 points per €1 and Glow members earn 7 points per €1. Points are calculated on the ex-VAT purchase amount after discounts, excluding shipping fees and any points discount applied. Points are credited after delivery has been confirmed. Points are not earned on shipping fees, taxes or orders that are subsequently refunded.
8.2 Earning Points — Reviews
You can earn points by submitting product reviews: 100 points for a text review, 200 points for a review with photo(s) or 300 points for a review with video. If you include a link to social media content (Instagram, TikTok or YouTube) featuring the product, you earn an additional 100 points. Photo and video bonuses do not stack — the higher value applies. Points are awarded after moderation approval. Only one review per product is eligible for points, and a verified purchase is required.
8.3 Membership Tiers
There are three tiers: Seed (upon registration), Bloom (€200+ cumulative spend in 12 months) and Glow (€500+ cumulative spend in 12 months). Tier upgrades take effect the following day. Each tier is maintained for 12 months from the date of upgrade. Upon expiration, your tier is reassessed based on your spending in the preceding 12 months. Tier changes do not affect previously earned points. Glow members receive early access to new product launches.
8.4 Using Points
100 points may be redeemed for €1 in discount at checkout. The minimum redemption is 300 points (€3.00) and the maximum discount per order is €10.00. Points cannot be applied to shipping fees or taxes. Points may be used alongside promotional codes. Points have no cash value and cannot be exchanged for cash, transferred to another user, converted to other programmes or sold.
8.5 Expiration
Points expire 12 months after the date they are earned. Points restored due to a refund expire 3 months from the date of restoration. We will send an email notification approximately 30 days before points expire. Expired points cannot be restored. Points in accounts inactive for 12 months or more will expire in full. It is your responsibility to use your points before they expire.
8.6 Birthday Benefit
Members who have set their date of birth in their account receive a 10% discount coupon once per year, valid for 30 days from the date of issue. Your date of birth may only be set once and cannot be changed after the initial entry.
8.7 Refunds & Returns
If an order is refunded, the points earned from that order will be deducted from your balance. If you used points on a refunded order, those points will be returned to your account with a shortened expiration of 3 months from the date of restoration. For partial refunds, points are deducted proportionally. If the returned points have since expired, they will not be reinstated.
8.8 Anti-Abuse
KOCOA reserves the right to suspend or revoke points and programme access in cases of fraud, abuse or violation of these terms. This includes, but is not limited to: submitting fraudulent or low-quality reviews, exploiting refund mechanisms to retain points, and creating multiple accounts to abuse programme benefits.
8.9 Programme Changes & Termination
KOCOA reserves the right to modify, suspend or terminate the Rewards Programme at any time. For changes that materially reduce member benefits, we will provide at least 15 days' prior notice via email, in accordance with EU P2B Regulation 2019/1150. Points earned prior to any change retain their value until used or expired under the original terms. In the event of programme termination, you will have 90 days to redeem any outstanding points.
8.10 Account Termination
If your KOCOA account is deleted, whether by you or by KOCOA due to a violation of these terms, all remaining points will be forfeited and cannot be recovered. Points in accounts that have been inactive for 12 consecutive months will expire in full.
8.11 Liability
Points do not constitute property, do not bear interest, and are not insured. KOCOA's total liability in connection with the Rewards Programme shall not exceed the euro value of the points in your account at the time a claim arises.
9. Contact
For questions about these terms, please contact us at legal@kocoa.nl.