Cancellation & Return Policy

Cancellation Policy

Cancellation before shipment:If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@Cossouq.com (Monday to Saturday, 8 AM to 10 PM and Sunday, 10 AM to 7 PM)

In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

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

In case of cancellation before shipment, we process the refund within 5-6 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.

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 5-6 Business Days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

  • Forcash 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 5-6 Business days of us receiving the products back and your bank details on 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 have 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 not credited back to your account in the case of a cancellation. 

In case you used the gift card amount, the same would 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, and Refunds

How do I return an item purchased on Cossouq?

Cossouq offers its customers an ’Easy return policy, wherein you can raise a return/exchange request of a product within 3 days of its 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 3 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 an image of the product and the invoice for our reference.
  • Step 3: We will pick up the products within 2-4 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 Sale might have an expiry from a month to a year and are non-returnable & non-refundable.
  • Returns will not be accepted under the following conditions:
  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
  • The serial Number tampered.
  • Defective products that are not covered under Seller/Manufacturer’s warranty
  • 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 03 days of receiving the order

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 3 days of receiving the order:

  • Step 1: Contact our Customer Support team via email (support@cossouq.com) within 3 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 invoice for our reference.
  • Step 3: We will pick up the products within 2-4 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 item 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 productspurchased under clearance Sale are non-returnable & non-refundable & do not come under 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.

I want to return a nearby expiry product?

Products that are expired or have less than 6 months expiry can be exchanged.

  • Forpayments done through credit/debit cards or net banking,the refund will be processed to the same account from which the payment was made within5-6 business days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
  • Forcash 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 5-6 business days of us receiving the products back and your bank details on 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 refund through Cossouq coupons, which can be used during future purchases.