Refund policy

Returns and Refunds

We accept returns within 14 days, provided the products are intact, unopened, and unused. If you still wish to return an item for any reason, we invite you to contact our customer service team in advance so we can find the best solution for your request.

For hygiene and safety reasons, returned products must be new, unused, and still have their original plastic protective seal intact. Any product whose protective seal has been removed, opened, damaged, or tampered with cannot be returned or refunded.

Regarding refunds, if your item is lost or damaged during shipping, please notify our customer service team. We will be happy to offer you a full replacement or a refund, depending on the circumstances. Please note that we do not issue refunds for shipping delays, as these are beyond our control.

Order Cancellation

Orders can only be canceled within 30 minutes of purchase confirmation, provided they have not yet been processed or shipped.
Once this period has elapsed, the order is automatically prepared and sent to our logistics provider, making it impossible to cancel.
If you wish to cancel your order within this timeframe, please contact us immediately at the following address: cosvanistore@gmail.com, indicating your order number.
If the cancellation is confirmed within 30 minutes, a full refund will be issued via your original payment method.

⚠️ During special promotional periods (Black Month, Black Week, Black Friday, Christmas, etc.), all orders are final and cannot be canceled or refunded, even within 30 minutes of purchase, due to the high volume of requests.

Return Shipping Costs Are the Customer’s Responsibility

Shipping costs for returning an item are your responsibility and are non-refundable.

Refund Procedure After Shipping

If an order has already been processed and the confirmation email has been sent, any refund request must follow this procedure: the customer must wait to receive their package before proceeding with the return. Only once we have received the returned product can we begin the order refund process. Return shipping costs are entirely the customer’s responsibility.

Returns Due to an Incorrect Address or Other Reasons Attributable to the Customer

If a package is returned to us due to an incorrect address provided by the customer when placing the order, or for any other reason for which the customer is responsible, the costs of reshipping will be entirely at the customer’s expense. The customer must pay the shipping costs required for us to reship the package.

If the customer refuses to cover these additional costs, no refund can be issued for the affected items, since the responsibility for the return lies with the customer and we have already covered the initial shipping costs.

No Restocking Fees

We do not charge restocking fees for returned items.

Exceptions: Returns of clearance items are not accepted

Items marked as clearance cannot be returned, exchanged, or refunded.

Refunds

Once we have received and verified your return, we will send you a confirmation email. If your return is approved, the refund will be processed within 7 to 10 business days via your original payment method.

Delayed or Missing Refunds

If you haven’t received your refund after 10 days:

Check your bank account again.
Contact your credit card issuer, as it may take some time to process refunds.
Then, contact your bank. There may be an additional processing time before the refund appears in your account.
If you have followed these steps and still have not received your refund, please contact us at: cosvanistore@gmail.com

Exchanges

We only accept exchanges if the item is defective or damaged upon receipt. If you need to exchange it for the same item, please email us at cosvanistore@gmail.com with photos of the damaged item and return the product to us.

Exceptions

For hygiene and health protection reasons, returned products must be new, unused, and have their original protective seal intact. Any product whose seal has been removed, opened, damaged, or tampered with after delivery cannot be returned, exchanged, or refunded.

Consequences of Cancellation

Once the returned products have been received and inspected, we will issue a refund using the same payment method used for the purchase. We reserve the right to withhold the refund until we have received the products or proof of their return.

Return shipping costs are the responsibility of the customer.

Gifts

If the returned item was marked as a gift at the time of purchase and was shipped directly to the recipient, you will receive a gift card credit equal to the value of the returned item. If the item was not marked as a gift or if the person who made the original purchase received the order, the refund will be sent to that person.

Returning Products

To return your product, please contact us through the “CONTACT” page.

Shipping Recommendations

If you are returning an item worth more than €25, we recommend using a tracked shipping service or purchasing insurance. We cannot guarantee receipt of the returned item.