RETURNS & EXCHANGE
We hope that you are happy with our products. However, if your COSMOS 29Q online store order you received is already defective or damaged at the time of the purchase arrival, caused by us, we will accept your returns or exchange request. Please contact us at info(at)cosmos29q.com within 7 days of you receiving the purchase.
Unfortunately, we currently do not accept any returns or exchange request for purchased products that are not defective or damaged.
To be eligible for the product to be returned or exchanged, the following conditions are required:
- You contact us within 7 days of you receiving the purchased product; this begins the day after your purchase arrival.
- The product is in the same condition that you received it.
- The product is in the original packaging.
- The product has the original tags (including paper tags and care labels) attached to it as you received it.
- You have the receipt or proof of purchase.
We do not accept any purchased product to be returned or exchanged if the following case(s) applies:
- Your returns or exchange request is received by us after 7 days of you receiving the product.
- The reason for the request being other than the product being defective or damaged (e.g the colour or the design looks different from what you thought, wrong size, mistakes made during online shopping etc).
- The damage or defects was made after you received the product.
- The product has been used.
- The product has been washed.
- The original tags missing.
- The original packaging is missing.
- The product is a sale item.
- The product is a bespoke item.
- The product is a pre-order item.
- 'No return, no exchange' is written on the product page online.
To request a return or exchange please send us an e-mail at info(at)cosmos29q.com , with the subject 'RETURNS & EXCHANGE'. Please include the following information in your email:
- Order number
- Your name
- Your address
- Product name
- Reasons for the request (please include photos of the defective or damaged parts of the product)
Once your returns or exchange request is accepted by us we will provide you with further instructions regarding the return procedures by e-mail. Please wait for this email and follow the instructions, and dispatch the item within 14 days of you receiving this email.
We will cover the shipping cost required for returning a defective or damaged product.
We will either send you the new item or will issue you a refund. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.