Thank you for shopping with Kosmozyme. We are committed to providing quality products and excellent customer service. This Returns & Refunds Policy explains your rights and our procedures regarding returns, exchanges, and refunds.
1. Returns
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions set out below.
To be eligible for a return, the product must:
- Be unused and in its original condition;
- Be returned in its original packaging where reasonably possible;
- Include any accessories, manuals, or promotional items supplied with the product;
- Be accompanied by proof of purchase.
We reserve the right to inspect returned products before approving a refund or exchange.
2. Defective or Damaged Products
If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery.
Where a product is found to be defective, you may be entitled to a repair, replacement, or refund in accordance with applicable South African consumer protection laws.
Please provide:
- Your order number;
- A description of the issue;
- Photographs showing the defect or damage, where applicable.
3. Refunds
Once we receive and inspect your returned product, we will notify you of the outcome of your refund request.
Approved refunds will be processed using the original payment method wherever possible.
Please allow up to 10 business days for the refund to be processed after approval. Banking institutions may require additional time before funds appear in your account.
Original delivery charges are generally non-refundable unless the return is due to our error, a defective product, or an incorrect item supplied by us.
4. Exchanges
Where stock is available, we may offer an exchange for:
- Defective products;
- Incorrect products supplied by us;
- Products approved for exchange at our discretion.
If an exchange is not possible, a refund may be offered.
5. Return Shipping
Unless the return is due to a defective product, incorrect order fulfilment, or another error on our part, the customer is responsible for the cost of returning the product.
We recommend using a trackable shipping service, as we cannot be responsible for products lost in transit.
6. Non-Returnable Items
The following items may not be eligible for return or refund unless defective:
- Products that have been used, altered, or damaged after delivery;
- Products not returned in a resalable condition;
- Products specifically marked as non-returnable;
- Gift cards, vouchers, or downloadable digital products (where applicable).
7. Order Cancellations
Orders may be cancelled before they have been processed or dispatched.
Once an order has been dispatched, it will be subject to the normal returns process outlined in this policy.
8. Consumer Rights
Nothing in this policy limits or excludes any rights you may have under applicable South African consumer protection legislation, including the Consumer Protection Act, 68 of 2008.
9. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Kosmozyme
Email: info@kosmozyme.com
Phone: +1 (817) 647-4688
We aim to respond to all enquiries within 2 business days.