Refund Policy

1. Your right to a refund

  • You may be eligible for a refund if you inform us within 14 days of receiving your order and the items remain unopened and unused.

  • To qualify, products must remain in their original, sealed packaging with all hygiene seals intact (especially applicable for cosmetic/skin-care items).

2. Items that do not qualify for a refund

  • Products where the hygiene seal or packaging has been opened or tampered with.

  • Used or partially used items.

  • Items where the condition of the product has been altered through misuse, contamination, or other non-faulty reasons.

3. How to initiate a refund

  • Contact us via hello@kosmobox.co.uk with your order number, date of purchase, and the item(s) you wish to refund.

  • We will issue instructions for returning the item(s). You are responsible for return shipping costs unless the item is confirmed to be faulty or incorrect.

4. Refund processing

  • Once we receive and inspect the returned goods and confirm they comply with this policy, we will process a refund to the original payment method within 14 days.

  • Please note: your bank or card provider’s processing time may cause additional delay (typically 3-5 working days).

  • Shipping fees (initial or return) are not refundable unless the error is ours (faulty, incorrect item, etc.).

5. Faulty or incorrect items

  • If you believe you have received a faulty item, damaged in transit, or not what you ordered, please contact us within 7 days of delivery with photo evidence of the issue.

  • Upon confirmation, we will arrange either a replacement or a full refund, including return shipping.

6. International orders

  • If you are based outside the UK, you remain responsible for any customs duties, import taxes or other charges that your country may apply.

  • If a returned parcel is refused by customs or seized, the value of shipping or import fees cannot be refunded.

7. Changes to this policy

  • We may update this refund policy from time to time. Changes will be published on this page with the “Last Updated” date.

  • Continued use of our website or placing a new order after changes means you accept the updated policy.

8. Contact us

If you have any questions or concerns about refunds or our policy:
Email: hello@kosmobox.co.uk