Return, Refund and Cancellation Policies
WHAT IS THE GENERAL RETURN/REFUND POLICY ON COSMIX PRODUCTS?
1. No returns will be offered on Items that have been delivered without any damages or defects.
2. If the product has a genuine quality/manufacturing defect, then we are open to extending full refund or re-fulfilling your order against the return of the product.
3. Cancellations made in advance of the shipping date, will receive a 100% refund.
4. Our customer care team will look into the issue and revert within 24-48 hours.
5. The following products shall not be eligible for return or replacement, viz. any product that is returned without all original packaging/opened mixes.
6. All costs of return shipping will be borne by the purchaser (unless the item received is defective).
7. In case you wish to cancel an order that has already been dispatched from our facility, please note that the delivery personnel may still attempt delivery. In which case, kindly do not accept the order. The order will then be returned to its source. Once we receive the product back and verify its packaging/condition, we will refund your money after a deduction of 10% of the order value as transaction fee, within 7 business days.
WHAT DO I DO IF MY PACKAGE AND/OR PRODUCT IS DELIVERED WITH DAMAGE?
If your order was delivered with the following damages, we apologize.
1. Water damage to the packaging
2. Tampered or opened seal of the jar/refill.
3. Broken jar or torn refill pouch.
4. The package is opened.
5. The package is torn.
Here's what you should do immediately:
1. Take a detailed video of unboxing the package, to show how it was delivered.
2. Please take clear pictures of the same.
3. Submit your claim with details of the damage, pictures and videos to firstname.lastname@example.org.
4. Wait to hear back from our people on the next steps.
WHEN CAN I CANCEL MY ORDER?
1. If you have to cancel an order, please do so within 24 hours of placing the order.
2. If the order that you want to cancel has not been shipped yet, you can write to our customer support team on email@example.com.
In such cases, the order will be cancelled and the money will be refunded to you within 7-10 business days after the cancellation request.
3. In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order. Once we receive the product back and verify its packaging/condition, we will refund your money within 7-10 business days.
I GOT A NOTIFICATION THAT MY ORDER WAS DELIVERED. BUT IT WASN'T. WHAT SHOULD I DO?
We’re sorry for the mix up! We’ve had instances where the tracking information updates too quickly, and a delivery notification is sent 24-48 hours prior to the package actually arriving. Keep an eye out for the next day or so, and let us know if it doesn’t arrive within 48 hours after the delivery notification is sent so that we can assist you further!