Cancellation & Return Policy

Cancellation before shipment: If the order you want to cancel has not been shipped yet, then please follow the below steps to cancel your order. 

  • Click on the “My Orders section” at the top right corner of your screen. 
  • Select the order/product you want to cancel. 
  • Locate the "Cancel" button and click on it. 
  • Voila! The order has been canceled.

You can also write to our Customer Support Team at support@cossouq.com (Monday to Saturday, 8 AM to 7 PM).

In such cases, the order will be canceled, and the money will be refunded to you within 7-10 business days after the cancellation request is duly processed by us.

How will I get refunded for the canceled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 7-10 business days after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse. This process will take 7-10 days to process your return/ refund. 

For payments done through credit/debit cards or net banking

The refund will be processed to the same account from which the payment was made within 7-10 business days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

  • For cash-on-delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 7-10 business days of us receiving the products back and your bank details via email. It will take an additional 2-3 business days for the amount to reflect in your account.
  • In addition, we also provide the hassle-free option of a refund through Cossouq coupons, which can be used during future purchases.

What if I used coupon codes or gift cards or Cossouq points for payment and I had to cancel my order?

Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order. 

If you had redeemed Cosscoins for an order, the same will be credited back to your account in the case of a cancellation. 

In case you used the gift card amount, the same would not be credited back to your account in the case of a cancellation.

What are the steps to be followed to cancel my order?

  1. Please log in to your COSSOUQ account. 
  2. Click on the My Order section at the top right corner of your screen. 
  3. Select the order/item you want to cancel
  4. Locate the "Cancel" button and click on it 
  5. Voila! The order has been canceled.

Returns, Replacements & Refunds -

How do I return an item purchased on Cossouq?

Cossouq offers its customers an ’Easy return policy, wherein you can raise a return/replacement request for a received product within 5 days of receiving the delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

  • Step 1: Contact our Customer Support team via email (support@cossouq.com) within 5 business days of receiving the order.
  • Step 2: Provide us with your Order ID details and your request to return/replace/refund your order. Kindly email a full box and product image and the invoice for our reference.
  • Step 3: We will pick up the products within 3-5 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.

Which are the items that cannot be returned/exchanged?

  • The product sold under Clearance / Wipe-Off Sale might have an expiry from a month to a year and will be non-returnable, non-replaceable & non-refundable.
  • Returns will not be accepted under the following conditions:
  1. The product is damaged due to misuse/overuse
  2. Returned without original packaging including price tags, labels, original packing, freebies, and other accessories, or if the original packaging is damaged
  3. The serial number of the product has been tampered.
  4. Product is used or altered.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund within 05 days of receiving the order.

If you have received an item in a damaged/defective condition or have been sent the wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

  • Step 1: Contact our Customer Support team via email (support@cossouq.com) within 5 business days of receiving the order.
  • Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the box and the invoice for our reference.
  • Step 3: We will pick up the products within 3-5 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. 

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

Can I return or exchange the item purchased in the Clearance sale?

The products purchased under clearance Sale are non-returnable & non-refundable & do not come under the return & exchange policy. 

Shipping charges will refund if I return the order. 

Shipping Charges will not refund. 

In case the product is received in good condition, the delivery & return charges will be applicable to the customer. 

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse. This process will take 7-10 business days.

I want to return a nearby expiry product.

Products that are expired or have less than 6 months of the expiry can be exchanged (except the product purchased from clearance sale)

  • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 7-10 business days of us receiving the products back. 
  • For cash-on-delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 7-10 business days of us receiving the products back and your bank details via email. It will take an additional 2-3 business days for the amount to reflect in your account.
  • In addition, we also provide the hassle-free option of a refund through Cossouq coupons, which can be used during future purchases.