Returns, Refunds & Cancellation

Return eligibility

Made-to-order, private-label, branded and customised products are not offered with a general change-of-mind return after procurement or work has started. Opened samples and used hygiene products are not accepted for resale as change-of-mind returns.

This restriction does not apply to a valid claim for defective, damaged, incorrect or materially misdescribed goods, or another remedy required by law. Use the Damage & Quality Claims Policy for those concerns. Any expressly offered product-specific return benefit also applies.

Cancellation & order changes

Send a written request to support@cosmicoindia.in with your order number. We will confirm the manufacturing stage and whether the order can be stopped or changed. A request is not a confirmation that production has stopped; we will take reasonable steps to avoid further avoidable costs after receiving it.

Before work or non-recoverable commitments begin, unused order funds are refundable. If work has begun, reconciliation may include reasonable, documented development work, completed services, custom printed materials and non-cancellable procurement attributable to the order, less recoverable or reusable value. Deductions must be disclosed, lawful and supported; an advance is not automatically forfeited.

Any payment-processing deduction must have been disclosed and must be lawful. We do not deduct fees from a duplicate or excess payment refund, or use deductions to reduce a refund owed for our failure to supply conforming goods. Cancellation charges will not be imposed contrary to applicable consumer requirements.

If Cosmico cannot fulfil the order

If we cannot supply the agreed goods, we will explain the issue and offer an agreed alternative or reconcile a refund for the unfulfilled portion. We will not force a different bottle, formulation or package in place of the accepted order.

Customer-approved completed services are assessed separately only where contractually and legally payable. This does not remove rights arising from delay, breach, deficient service or defective goods.

Authorised returns & collection

Contact support before sending goods so that the return address, packing method, affected quantity and collection arrangement can be confirmed. Preserve labels and batch information and pack goods safely. Do not send leaking or unsafe goods without handling instructions.

For a verified defect, wrong supply or damage attributable to Cosmico, reasonable necessary return or collection costs will be borne by us. For an agreed discretionary return, costs are confirmed in advance. Opening a product for reasonable inspection does not by itself defeat a valid defect claim.

Unauthorised disposal, rework or resale can make verification difficult. We will assess other reliable evidence rather than automatically reject a claim solely because original packaging or an unboxing video is unavailable.

Replacement, credit or refund

The remedy depends on the verified issue, affected quantity, order terms and applicable law. Unaffected, conforming goods are reconciled separately. Where goods cannot be corrected or replaced appropriately, or a refund is legally required, the eligible amount is refunded.

If a replacement also arrives damaged or remains defective, report it under the original claim. We will reassess the cause and appropriate remedy rather than require repeated unsuccessful replacement cycles. Store credit is not substituted for a required monetary refund without the customer’s agreement.

Duplicate, excess & failed payments

Provide the transaction reference, date, amount and order details for payment reconciliation. Verified duplicate or excess funds received by Cosmico are returned to the original payment method. A debit that never settles with us may need bank or payment-provider reversal; we will share the transaction status available to us.

Do not send card numbers, UPI PINs, passwords or OTPs. No additional payment is required to receive an approved refund.

Refund timing & tracking

Approved refunds are initiated within 5–7 business days, or sooner where applicable law requires, to the original payment method. Where that method is technically unavailable, a verified alternative will be agreed with the payer. Bank or payment-provider posting time may be additional.

We will provide a refund reference when available. If the credit does not arrive within the provider’s stated timeframe, contact support for tracing. Tax adjustments and credit notes will be issued where required; they do not replace payment of an agreed refund.

Additional expense requests

Claims for additional expenses must identify the amount, cause and supporting receipts. Reimbursement is assessed against responsibility, reasonable mitigation, the accepted order and applicable law; it is not automatic merely because an expense was incurred. The B2B liability provisions in the Terms & Conditions apply only where enforceable.

Nothing in this policy removes mandatory consumer rights, a claim for our own breach or an applicable statutory remedy. This version applies prospectively and does not rewrite existing claims.