This Return, Refund and Exchange Policy applies to purchases made through the website operated by COSMIC SETIA VENTURES SDN. BHD. (“Company”, “We”, “Us” or “Our”).
By placing an order through our website, you acknowledge and agree to the terms and conditions set out in this Policy. Please read this Policy carefully before making a purchase.
1. General Policy
At COSMIC SETIA VENTURES SDN. BHD., we aim to ensure that every order is processed accurately and that the products received by our customers are in acceptable condition.
Unless otherwise stated in this Policy, all items sold through our website are not exchangeable, returnable, or refundable once the order has been successfully delivered.
We do not accept returns, refunds, or exchanges for reasons such as a change of mind, incorrect selection by the customer, ordering the wrong quantity, or any other reason that is not specifically covered under the eligible circumstances stated below.
However, we may consider a return, replacement, exchange, or refund where the product received falls within one of the eligible circumstances described in this Policy.
2. Eligible Circumstances for Return, Refund or Exchange
A customer may submit a request for a return, refund, or exchange only where one or more of the following circumstances applies:
2.1 Wrong Item Sent
If the Company has sent an item that is different from the item ordered by the customer, the customer may contact us to request an appropriate resolution.
The customer must provide sufficient evidence showing the item received and the relevant order information so that we can verify the issue.
2.2 Item Does Not Match the Website Information
A return, replacement, exchange, or refund may be considered if the purchased item received does not reasonably match the specifications, description, features, or other material information advertised on our website at the time the order was placed.
The Company may request photographs, videos, order details, product information, or other evidence to verify the discrepancy.
2.3 Spoiled, Damaged or Defective Item
If the purchased item arrives spoiled, damaged, or defective upon delivery, the customer may submit a claim for our review.
Customers are strongly advised to inspect the parcel and its contents immediately upon receiving the order.
Any visible damage to the external packaging, product packaging, or item itself should be documented clearly before the item is discarded, used, modified, or disposed of.
2.4 Delivery Exceeds the Stated Timeline
A return or refund request may also be considered where the order exceeds the delivery timeline stated in the Company’s Shipping Policy, subject to verification by the Company.
Delivery timelines may be affected by circumstances outside the Company’s reasonable control, including courier delays, weather conditions, public holidays, operational disruptions, incorrect delivery information, unsuccessful delivery attempts, or other circumstances affecting the delivery process.
3. Change of Mind
We do not accept returns, refunds, or exchanges simply because the customer has changed their mind after placing an order.
This includes, but is not limited to:
- The customer no longer wants the item.
- The customer ordered the wrong item.
- The customer ordered the wrong size, colour, design, quantity, or variation, where applicable.
- The customer found the product cheaper elsewhere.
- The customer no longer requires the product.
- The customer does not like the product after receiving it.
- The customer expected the product to look different despite the product information being correctly stated on the website.
Accordingly, customers are encouraged to carefully review their order details before completing payment.
4. Evidence Required for Refund or Return Requests
To protect both customers and the Company and to allow us to properly investigate each claim, customers are required to provide appropriate supporting evidence.
For a refund, return, replacement, or exchange request, the customer may be required to provide the following:
4.1 Unboxing Video
The customer must provide a clear and continuous unboxing video showing:
- The unopened parcel before opening;
- The shipping label;
- The external packaging;
- The condition of the parcel;
- The packaging inside the parcel;
- The item received; and
- The condition of the item after opening.
The video should clearly demonstrate the condition of the package and item from the beginning of the unboxing process.
A video that begins after the parcel has already been opened may not be sufficient evidence for certain claims.
4.2 First-Use Video, Where Applicable
Where the nature of the product requires testing or first use to identify a defect or issue, the customer may also be required to provide a clear video showing the first use of the item.
The video should clearly demonstrate the issue or defect being reported.
4.3 Photographs and Supporting Documents
The Company may also request:
- Clear photographs of the item;
- Photographs of the packaging;
- Photographs of the shipping label;
- Photographs showing any damage or defect;
- Order confirmation;
- Order number;
- Proof of payment;
- Product information;
- Delivery information; or
- Any other relevant supporting documents or evidence reasonably required by the Company.
Failure to provide the requested evidence may result in the claim being rejected.
5. 24-Hour Reporting Period
All return, refund, replacement, and exchange requests must be submitted to the Company within 24 hours of the customer receiving the item.
Requests must be sent to:
Email: cosmic.setiav@outlook.com
The customer should include the following information in the email:
- Full name;
- Order number;
- Date of purchase;
- Date the order was received;
- Product name;
- Description of the issue;
- Reason for the return, refund, or exchange request; and
- The required photographs, videos, and supporting evidence.
Customers are encouraged to contact us as soon as an issue is discovered rather than waiting until the end of the 24-hour period.
6. Requests Submitted After 24 Hours
Any return, refund, replacement, or exchange request submitted after the 24-hour reporting period may not be accepted.
The 24-hour period is intended to allow the Company to verify the condition of the product and determine whether the issue occurred before or during delivery.
The Company reserves the right to reject claims submitted after this period unless the Company determines otherwise at its sole discretion.
7. Requests Without Required Evidence
Any claim submitted without the required evidence may be rejected.
In particular, where an unboxing video is reasonably required to verify the condition of the parcel or item upon arrival, the absence of a clear and continuous unboxing video may affect the Company’s ability to approve the claim.
The Company may request additional information or evidence where the evidence initially provided is unclear, incomplete, inconsistent, or insufficient to establish the reported issue.
8. Review and Verification of Claims
All return, refund, replacement, and exchange requests are subject to review and verification by the Company.
Submitting a request does not automatically mean that the request has been approved.
Once a claim is received, the Company may review:
- The customer’s order information;
- The product purchased;
- The product received;
- Photographs and videos provided;
- Packaging and shipping information;
- Delivery records;
- The circumstances surrounding the reported issue; and
- Any other relevant information.
The Company may contact the customer for additional clarification or evidence where necessary.
The Company reserves the right to determine whether a claim falls within the circumstances covered by this Policy.
9. Return of Products
Where a return is approved, the Company will provide the customer with further instructions regarding the return process.
Customers should not send any product back without receiving return instructions from the Company.
Where applicable, the Company may specify:
- The return address;
- The return method;
- The timeframe for returning the item;
- Packaging requirements; and
- Any other requirements necessary to process the return.
The returned item may need to be received and inspected before a replacement or refund is processed.
10. Condition of Returned Items
Where a return has been approved, customers are expected to return the relevant item in the condition required by the Company.
The Company may reject a return where the item has been:
- Intentionally or negligently damaged after delivery;
- Modified or altered by the customer;
- Used beyond what is reasonably necessary to identify a defect;
- Disposed of before the claim has been resolved; or
- Returned without the required approval or instructions from the Company.
This does not affect claims relating to items that were already damaged, defective, or otherwise affected when received, subject to verification.
11. Refund Process
Where a refund is approved, the Company will process the refund using the applicable refund method available to the customer and the Company.
The actual time required for the refunded amount to appear in the customer’s account may depend on the payment provider, bank, payment gateway, or other financial institution involved.
The Company is not responsible for delays caused by third-party payment providers or financial institutions after the refund has been initiated.
12. Replacement or Exchange
Where appropriate, the Company may offer a replacement or exchange instead of a refund.
This may apply where:
- The wrong item was sent;
- The item received is defective;
- The item received is damaged;
- The item received is spoiled; or
- The item does not reasonably correspond with the relevant product information advertised on the website.
The availability of a replacement or exchange may depend on stock availability.
If an identical replacement is unavailable, the Company may, at its discretion, offer an alternative resolution, including a refund or another suitable replacement.
13. Refund, Replacement or Exchange Not Guaranteed
The submission of a return, refund, or exchange request does not guarantee approval.
The Company will determine the appropriate resolution after reviewing the circumstances and evidence provided.
Where the reported issue cannot be verified, the item is found to be consistent with the order and website information, or the request does not meet the requirements of this Policy, the Company may reject the request.
14. Customer Responsibility
Customers are responsible for ensuring that the delivery information provided during checkout is accurate and complete.
Customers should also inspect their parcels promptly after delivery and report any issue within the required 24-hour period.
Customers are responsible for keeping the parcel, packaging, product, and relevant evidence available until the Company’s review has been completed.
15. Fraudulent or Misleading Claims
The Company reserves the right to reject any claim that contains false, misleading, altered, manipulated, or fraudulent information or evidence.
Where there is reasonable evidence of abuse of the return, refund, or exchange process, the Company may refuse the claim and may take any other action permitted under applicable law.
16. Promotional, Discounted or Special Items
Products purchased under promotional campaigns, discounts, special offers, or other promotional arrangements may be subject to additional terms.
Unless otherwise stated, promotional pricing does not create an automatic right to return, refund, or exchange.
Any eligible claim will still be subject to the requirements and evidence provisions of this Policy.
17. Product Availability
Where an approved replacement or exchange cannot be fulfilled due to stock availability, the Company may determine an alternative resolution.
The Company may offer a refund or another suitable arrangement depending on the circumstances of the claim.
18. Policy Changes
The Company reserves the right to amend, update, modify, or replace this Return, Refund and Exchange Policy from time to time.
Any updated version will be published on this website and will take effect from the date stated in the updated Policy.
Customers are encouraged to review this Policy periodically to remain informed of the Company’s current return, refund, and exchange procedures.
19. Contact Us
If you have any questions regarding this Return, Refund and Exchange Policy, or if you believe that you have received an incorrect, damaged, defective, spoiled, or otherwise non-conforming item, please contact us as soon as possible.
COSMIC SETIA VENTURES SDN. BHD.
Website: https://cosmicsetiaventures.online/
Email: cosmic.setiav@outlook.com
Please ensure that all eligible claims are submitted within 24 hours of receiving the item and include the required supporting evidence.
By placing an order through our website, you acknowledge that you have read, understood, and agreed to this Return, Refund and Exchange Policy.