Returns, Refunds, Cancellations and Exchanges

What We Will Do Together:
Step 1 –
Raise a return or replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
Please raise a request here with order and contact details :- mailto:contact@delwencosmo.com
In case of damaged or missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your PayTM Wallet or Mamapay Wallet.
Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend on stock availability.

Under what conditions can I return or replace my product?

• Wrong product delivered
• Expired product delivered
• Damaged product delivered: physical damage, tampered product or packaging
• Incomplete order: missing products
   

Under what conditions will return or replacement requests not be accepted?

• Opened, used, or altered products.
• Original packaging (mono cartons, labels, etc.) is missing.
• The return or replacement request is generated after 7 days from the date of delivery.
• The damaged or missing product is reported after 2 days from the date of delivery.

How are returns processed?
Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse, where it is checked by our quality control team. Once the product passes quality control, a refund is initiated.

Can I cancel my order?
You can cancel an order by clicking the CANCEL button on the order details page in the My Account section. You just need to give a reason for the cancellation  and leave the rest to us.
Note: Orders can only be cancelled until the status is “Ready to Ship.”.

How will I receive the refund for my cancelled or returned product?
In the case of prepaid orders, money will be returned to the bank account, credit/debit card, or where the payment was made within 7 business days. For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund.

How long does it take to receive a refund for a cancelled order or returned product?
We will process your refund within 7 business days in the event of cancellation of an order.In the case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.