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1. Scope of Policy
This Return and Exchange Policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and relevant consumer protection regulations of EU member states. It applies to all apparel products purchased by consumers within the EU through our official website (cosmonv.com), mail order, or authorized partner channels.
This policy does not apply to apparel that has been used, damaged, or unsalable (except for damage due to quality issues);
This policy does not apply to free gifts or products clearly marked "non-refundable" as part of promotional offers (this must be separately disclosed to consumers at the time of purchase).
2. Core Consumer Rights and Return and Exchange Period
(I) Right to Return (Cooling-off Period)
According to EU regulations, you have a 14-day right to return your apparel product without any reason (the "Cooling-off Period") after receiving it. This period begins on the date you actually sign for the product:
If you purchase through our official website, the date of receipt is the "delivery" date displayed by the logistics system;
If you purchase through mail order, the date of receipt is the date you provide us with written confirmation that you have received the product. During the cooling-off period, you may request a return at any time without providing a reason, but you must ensure that the garment meets the "no impact on resale" criteria (see Section 3 below for details).
(II) Return or Exchange Rights for Quality Issues
If the garment you received has any of the following quality issues, you may request a return or exchange within 14 days of receipt:
Fabric damage, unraveling, uneven dyeing, or other manufacturing defects;
Size not matching the order (e.g., "Size M" when it's actually "S");
Pattern or color significantly differs from the official website/promotional image (not due to lighting or monitor color differences);
Accessories missing (such as buttons, zippers, labels, or other items that should be included with the product). 3. Return and Exchange Requirements
Regarding returns and exchanges based on "no-questions-asked" or "quality issues," the following conditions must be met; otherwise, our company reserves the right to refuse processing:
Product Integrity: The garment must be unworn, unwashed, or unaltered (e.g., labels cut or mended), with the tag and packaging intact (if the original packaging is lost but the product is intact, this can be negotiated);
Accessory Integrity: The instruction manual, warranty card, and gifts (if any) included with the garment must be returned;
Proof of Purchase: Proof of purchase (e.g., order number, email order record, invoice) must be provided to verify the purchase;
Special Note: If the garment is damaged during shipping, photos of the damage and the shipping tracking number must be submitted via email ([email protected]) within 48 hours of receipt. Failure to do so may affect the return or exchange application review. 4. Return and Exchange Process
(I) Initiating a Request
Official purchasers: Log in to cosmonv.com, go to the "My Orders" page, find the order, click "Request Return and Exchange," provide the reason for return, product status, and contact information, and upload relevant documentation (photos are required for quality issues).
Email/Other channel purchasers: Send an email to [email protected] with the subject line "EU Return and Exchange Request - Order Number XXX." Include order information (purchase date, product name, quantity), reason for return, and desired handling (return, refund, or exchange). Attach proof of purchase and product photos (if applicable).
We will provide feedback on the review results within three business days of receiving your request via email or official website message. If approved, we will provide a Return Authorization Number and a designated return address (to our partner warehouse within the EU). (II) Return Shipping
You must ship the garment to our designated address within 14 days of receiving the "Return Authorization Number." When shipping, please mark "Authorization Number XXX" on the outside of the package to prevent verification errors due to missing information.
Shipping costs for unconditional returns are your responsibility (unless there is a quality issue with the product, in which case we will cover reasonable shipping costs and you must retain the shipping invoice for reimbursement).
We recommend using a trackable shipping service (such as DHL, UPS, Royal Mail, etc.) and retaining the shipping tracking number. If the package is lost, you can verify responsibility with the tracking number. (III) Exchange and Refund Processing
Exchange Processing: If you request an exchange, we will ship the replacement garment within 5 business days after receiving and inspecting the returned garment (inspection is completed within 7 business days). The logistics costs of the replacement will be borne by us (for quality issues) or by you (for no-questions-asked exchanges).
Refund Processing: If you request a refund, we will refund the full amount (including the product price and the original shipping fee you paid) via your original payment method within 14 business days after inspecting and inspecting the returned garment. In the event of quality issues, an additional refund will be made for the return logistics fee.
If you paid by credit card, the refund will be processed based on your bank's processing time (usually 1-7 business days).
If you used a third-party payment method such as PayPal, the refund will be directly credited to the corresponding payment account.
5. Special Circumstances
Size Discrepancy Exchange Supplement: If you request an exchange due to a "size discrepancy" (not a quality issue, such as a personal error), please specify the size you require when requesting an exchange. The size must be within the product's current inventory. If the requested size is out of stock, we will negotiate with you to either refund the item or wait for restocking (the restocking period will be clearly stated).
Burden of Proof for Quality Issues: If you allege a quality issue, we may require further evidence (such as a professional testing report. If the testing costs are borne by us, this must be negotiated and confirmed before the testing). If the test results indicate no quality issues, you will be responsible for the testing and return logistics costs.
Late Return Processing: If you fail to request a return within the "cooling-off period" (14 days) or fail to send the return package within 14 days of receiving the "authorization number," we reserve the right to refuse the return. You may contact customer service to extend the deadline (with a reasonable justification). 6. Dispute Resolution and Complaint Channels
If you have any objections to the return or exchange process, you may contact us through the following channels:
Priority contact is to contact our customer service: Send an email to [email protected] detailing the dispute and your request. We will provide a solution within 5 business days.
EU Consumer Complaint Channel: If negotiation fails, you may file a complaint with the consumer protection authority in your member state (e.g., the Verbraucherzentrale in Germany or the DGCCRF in France) in accordance with EU regulations, or initiate inter-member state dispute mediation through the EU Online Dispute Resolution platform.
7. Policy Updates and Effectiveness
This policy will be updated based on revisions to EU consumer protection regulations and business adjustments. The updated policy will be posted in the "Legal Terms" section of [cosmonv.com] and will take effect 7 days after posting. Continued purchases will be deemed acceptance of the updated policy.
For further inquiries, please contact us at any time through the "Contact Us" section of our website or email [email protected].