Refund policy


RETURN + REFUND POLICY

Please open your package immediately upon delivery to verify all parts. Should anything need attention, contact our support team as soon as possible via our help center or by emailing Support@TheCosmoGlo.com.  


REPORTING WINDOW - 14 days for reporting issues, missing parts, or concerns

  • We have a 14-day window to report any issues with your package's delivery. 
  • You are welcome to reach out with any issue after that window has passed, but you may be held responsible for the costs associated with the correction.  


RETURN WINDOW  - 30-day return window

  • If you find that the light does not work for you, your space, or your services, and would like to return your light, you may do so within 30 days after delivery.  
  • The 30-day window begins on your delivery day, even if you did not open the box or use your light for weeks, months, or years later. 
  • You may be responsible for all shipping and handling fees. 
  • CosmoGlo reserves the right to refuse any returns or return requests after the 30-day return window closes (30 days after the item is delivered to your door).
  • This window is extended to 90 days for CosmoGlo Protection members. 
  • For approved returns more than 30 days old, restocking and additional fees may apply. If the item is not shipped within 30 days of the initial return authorization, these fees may also be assessed at CosmoGlo's discretion.


ELIGIBILITY FOR RETURN

  • To be eligible for a return, your item must be in the same condition that you received it, undamaged, in its original packaging, and with all original parts placed in the correct foam inserts. Damage to the light caused by failure to follow these requirements will result in a deduction from the return or a rejected return. 
  • The item being returned must match the product associated with the provided order number. If we receive a product that does not match the original order, the refund will be denied. The customer will be responsible for all shipping costs to have the item returned to them, if desired. CosmoGlo reserves the right to verify whether the returned product matches the original purchase.
  • All returns are minus applicable shipping to and from CosmoGlo. Handling fees may be required. ShipSafe shipping insurance is non-refundable. Receiving your returned light in damaged conditions beyond normal wear and tear may result in a partial refund as described in this policy. 
  • You will need proof of purchase, as we can only accept returns under the original purchaser.  If you received a product as a gift, we would need the original purchaser's information to verify the purchase and process the return. We cannot accept returns after the sale from the original owner to a new buyer. 
  • Returns must be processed through our customer support team, which will provide you with a new label and shipping address. Failure to follow these guidelines may result in a rejected return and or/a lost light at the customer's responsibility and loss. All returns must go to our receiving address and will not be accepted at our factory location.

  • Note: Open-box lights are not eligible for returns or refunds. 

    Accessory Returns
    For all items other than a CosmoGlo light, we accept returns within 30 days of delivery, provided the item is unused and in its original condition.

    Please note: You are responsible for all return and original shipping costs. ShipSafe and other offered shipping insurance is non-refundable. 

    For return instructions, contact us at support@thecosmoglo.com. 


REFUNDS FOR ORDERS PLACED ON SOCIAL PLATFORMS

If you've made purchases through social platforms such as Instagram, Facebook, TikTok, etc., and wish to return any CosmoGlo lights or products for a refund, please note that we cannot process refunds to the original payment method. Instead, we offer the option to process refunds via PayPal or to issue store credit for future purchases. Please reach out to our customer service team for more information. 

RETURN PROCESS 

  • We'll email you a packing slip and prepaid label to print.
  • Please watch the following video prior to packing your return items to avoid deductions from your refund.
  • Return Packaging Instructional Video: Repackaging Video
  • Please pack up your item in the original box/packaging, insert the packing slip, tape closed, and affix the label over the factory label.
  •  The item may then be dropped off at any FedEx Ground location for return.
  • Once received and inspected, the return funds will be issued within 5 business days and should appear in your original payment account within 1-10 business days, according to your financial institution's policies.
  • Refunds for returns are typically what you paid minus all shipping and any damages incurred beyond normal wear and tear.

Start a return by submitting a request here.


DAMAGES ON RETURNS - RETURN PACKAGING REQUIREMENTS 

  • Your light will need to be packaged with care in the original box it arrived in. There should be no damage to the light other than minor wear and tear from the assembly. There should be no LED damage, metal dents, or cord damage. All items must be included with the return, including screws, phone clips, etc.  
  • If there is significant damage to the light due to poor repackaging or handling, we may deduct payment from the refund to cover the damage. This partial refund is at the sole discretion of CosmoGlo.


RETURNS FAQ

  • Customers may be responsible for shipping returns, exchanges, parts, address changes, cancellations, and order reroutes. 
  • CosmoGlo phone clips, powerboxes, accessories, and light parts sold separately do not include a warranty, are non-refundable, and are non-returnable. 
  • Taking orders outside the current shipping zones voids warranties, and guarantees, and violates our Shipping Policy and Terms and Conditions as agreed upon during checkout. 
  • Terms and Conditions and our Policies apply at all times. See our Terms and Conditions and our Shipping Policy for additional details. 


UK RETURNS

  • If you wish to return a product, please contact our Customer Service team within the 30-day return period, and we will review the steps and guidelines to properly return your items.
  • If return guidelines are not followed, it may result in the disposal of the product and/or denial of a refund.
  • Once we receive and inspect the returned item, we will process your refund within 14 days of receiving it.
  • We reserve the right to deduct the cost of any diminished value of the product if it is returned in a condition that goes beyond what is necessary to establish its nature, characteristics, and functioning.
  • This return policy is designed to comply with UK customer rights laws, including the Consumer Rights Act 2015. Your statutory rights are not affected by this policy.



CANADA AND OTHER INTERNATIONAL RETURNS

  • If you wish to return a product, please contact our Customer Service team within the 30-day return period, and we will review the steps and guidelines to properly return your items.
  • If return guidelines are not followed, it may result in the disposal of the product and/or denial of a refund.
  • Once we receive and inspect the returned item, we will process your refund within 14 days of receiving it.
  • We reserve the right to deduct the cost of any diminished value of the product if it is returned in a condition that goes beyond what is necessary to establish its nature, characteristics, and functioning.



OUTSIDE OF APPROVED SHIPPING ZONES 

    • We do not accept returns for items shipped via third-party courier or any other means outside our approved shipping zones.  
    • Please see our Terms and Conditions for additional information, or get in touch with Support@TheCosmoGlo.com if you have questions or concerns about your specific item at Support@TheCosmoGlo.com.


    EXCHANGES

    Exchanges are processed as two separate transactions: return and reorder. If you want to exchange your product for a different model or color, follow the return instructions above and proceed to reorder in your preferred model or color at any point. Refunds will be issued in accordance with this policy.


    REFUNDS

     If approved, you'll be refunded on your original payment method. Refunds are issued immediately upon approval after inspection, but may take 1-10 business days to reflect in your account. Canceled orders prior to fulfillment: 

    • Will be immediately refunded. Please allow 1-10 business days for the funds to return to your bank.
    • Refunds from a return: 
      • We will notify you once we've received and inspected your return, and let you know whether the refund is approved in full or as a partial refund. 
    • We have the right to refuse any refund. Please remember it can take time for your bank or credit card company to process and post the refund to your account. 

    REFUNDS FAQ

    • Returns and refunds will only be granted in the event of proper assembly and use as directed. Failure to use or maintain your product in working condition may affect the refund. 
    • Refunds are also only given in cooperation with the purchaser. We may request images, videos, or proof of purchase, and we may return the product.  Failure to cooperate with our customer support team and provide the requested items may stall or void your refund. 
    • We are here to help and will not tolerate aggressive behavior or threats; these actions may result in CosmoGlo reserving our right to refuse a refund.

    REFUNDS ON OTHER CHARGES

    • We are not responsible for and will not refund shipping charges, freight, service charges, hazardous charges, oversize fees, drop-ship fees, duties, taxes, tariffs, locker fees, pick-up fees, or other fees of this nature. 
    • If an order is delayed at customs and VAT/Duties are not paid, the order will be returned to our fulfillment center.  Your refund will be processed once the item is received and checked in. Refunds will be the item cost minus all shipping charges and fees associated with the return-to-sender process. 


    CUSTOMER DAMAGED PIECES

    • Should you cause damage to your light during assembly, misuse, or mishandling and require replacement parts not covered under your warranty, please submit a request for warranty assistance with our Support team. We do have replacement parts available for purchase. Please submit a request so we can help you with these.
    • We are not responsible for damages resulting from improper use, including the use of a non-CosmoGlo power supply with a CosmoGlo light. Please see our Warranty Policy for full details on improper use.


    REJECTED PACKAGES

    • If you decide to reject a package from CosmoGlo due to shipping duties and have it returned to us for a refund, the amount charged for the duties will be deducted from your refund once we have received the unopened package(s).
    • We are not responsible for shipping duties, shipping charges, or import fees, and will not issue any refund until the package arrives for inspection. 

     

    CHARGEBACKS, DISPUTES, AND FRAUD

    • CosmoGlo will always fight chargebacks, disputes, and/or fraudulent charges. We will provide evidence to win or appeal our claim. We do not encourage these behaviors and have a team dedicated to solving these claims in favor of CosmoGlo. 
    • Upon purchase, you agree to these terms, conditions, and policies. You agree to contact our support team with issues regarding shipments, exchanges, refunds, or any other aspect of your order. 


    SHIPPING DAMAGES + SHIPPING ISSUES - SHIPSAFE PACKAGE PROTECTION

    CosmoGlo does not offer refunds for orders delivered late, lost, stolen, or damaged in transit. 

    • ShipSafe Delivery Assurance is shipping insurance that protects your order against lost, stolen, or damaged packages.
    • ShipSafe is automatically added to every cart at checkout. You may opt out of insurance by removing ShipSafe from the cart.
    • Opting out of ShipSafe means you acknowledge that CosmoGlo is no longer responsible for the package once it is released to the shipping carrier.  
    • ShipSafe Delivery Assurance is non-refundable.


    Please see our other policies at the bottom of this website for additional information, or visit our help center to submit a question or request.