Damage & Quality Claims

Report a concern promptly

Email support@cosmicoindia.in with the order or invoice number, delivery date, tracking reference and a brief description. For visible transit damage, leakage, missing units or wrong supply, please aim to notify us within 48 hours of delivery so that courier evidence can be preserved.

The 48-hour period is a reporting request, not an automatic forfeiture of rights. Hidden defects should be reported promptly after discovery. Delayed reports are assessed on the available evidence and applicable law; this policy does not shorten a statutory limitation period.

Information that helps us verify

Include affected product names, batch numbers, pack sizes, affected quantities and the total received. Send photographs of the outer carton, shipping label, seals, damaged units and batch labels, plus the delivery receipt where available. A continuous unboxing video is helpful but is not compulsory or the only acceptable evidence.

Keep relevant invoices, payment references and communications. For a quality concern, describe how the issue was discovered, storage conditions, whether the product was opened or changed, and any available test report. Do not expose sensitive payment credentials in evidence.

Inspect safely & record delivery exceptions

When practical, check carton count and visible condition at delivery and note damage or shortage on the carrier’s proof of delivery. Ask the carrier to record an exception for a visibly compromised shipment. A clean delivery signature is relevant evidence but is not conclusive proof that every unit or hidden condition was sound.

Keep affected stock separate and retain packaging and representative samples where safe. Stop use or sale of suspected unsafe goods. Do not mix, re-label, repair or discard disputed stock before an agreed inspection, except where needed for safety or required by an authority; record what was done.

Assessment & quality investigation

We compare the claim with the approved specification, sample, artwork, packing records, dispatch quantities and available batch records. We may request proportionate additional evidence, arrange collection or agree representative samples for testing. Any destructive testing or allocation of independent laboratory costs should be agreed in advance, without restricting legal rights.

We assess manufacturing, packing, transport, storage and handling causes separately. Customer approval is not a defence to a defect introduced by us. Minor cosmetic differences within an agreed specification are distinguished from material defects, leakage, contamination or unusable goods.

A whole-batch rejection should be supported by representative evidence. Where the evidence suggests a broader safety or systemic problem, investigation and containment will extend beyond the initially reported units.

Claim outcome & remedies

We will explain the finding, affected quantity and proposed correction, replacement, collection or refund. Where we are responsible, the remedy will include reasonable necessary logistics for that resolution. Conforming goods and unrelated order items are assessed separately.

A full-order refund is not automatic for limited damage, but may be appropriate where the whole supply is affected, the contract cannot be fulfilled or law requires it. A replacement that fails again will trigger reassessment, including a refund where appropriate; there is no compulsory unlimited replacement cycle.

If a claim is declined or partly accepted, we will give the reasons and consider further evidence. You may escalate through the grievance contact and retain access to applicable legal remedies.

Carrier claims & insurance

Where Cosmico arranges shipment, we coordinate the carrier investigation. A customer is not required to wait indefinitely for an insurer or courier to reimburse Cosmico before receiving a remedy we owe. Shipment by a third party does not excuse inadequate packing or our other responsibilities.

For a customer-appointed transporter on expressly agreed B2B collection terms, transit-risk allocation follows that agreement and applicable law. We will provide reasonable dispatch evidence and assistance. Insurance coverage, exclusions and claim procedure depend on the policy actually arranged; insurance is not presumed.

Issues outside manufacturing responsibility

To the extent evidenced as the cause, damage from incorrect storage, unauthorised dilution, contamination during customer repacking, use after expiry or mishandling after risk has lawfully transferred is not a manufacturing defect. A claim is not rejected simply by assuming one of these causes.

An unsupported dislike of an approved fragrance, colour or packaging choice is generally a change-of-mind request, while a material departure from the approved specification remains reviewable. Commercial sales performance and marketplace decisions are not manufacturing-quality guarantees.

Safety incidents & cooperation

For suspected adverse reactions, contamination or another safety concern, stop use, retain the batch information and seek appropriate veterinary or medical assistance where needed. Notify support promptly with factual details. Do not continue selling the affected stock while a credible safety issue remains unresolved.

Both parties should cooperate on traceability, lawful notifications and any necessary corrective action or recall. Responsibility and costs are determined by the verified cause and law, not automatically shifted to the brand owner.

Acknowledgement & escalation

Grievances are acknowledged within 48 hours and addressed within one month where the applicable e-commerce rules require. Any investigation update will explain outstanding information and next steps; a pending laboratory or courier report does not suspend statutory duties.

Escalate to Vaibhav Bhatt, Founder & Grievance Officer, at support@cosmicoindia.in or +91 73582 43906. Business address: G-20, Transport Nagar, Phase 1, Dehradun, Uttarakhand 248171, India. Earlier orders and existing claims remain subject to their accepted terms and applicable law.