At Kosmo, we are committed to providing you with top quality products and a seamless shopping experience. We understand that sometimes returns are necessary and we aim to make the process as straightforward as possible. This Refund and Return Policy outlines our guidelines for returning items purchased from our website.

1. Cooling-off Period

Under the Electronic Communications and Transactions Act (ECTA), the cooling-off period allows you to cancel a purchase and return an item without giving a reason and without paying a penalty, for a full refund.

a. Return Window

You are eligible to return any items for any reason within 7 days from the date of delivery of your items.

b. Product Condition

The product must be brand new, not used and completely sealed in its original packaging with all its components intact. The product needs to be resellable.

c. Proof of Purchase

The proof of purchase, such as a receipt or order confirmation, is required for all returns.

d. Products not Eligible

Products that have been opened or used are not eligible to be returned under the cooling-off provision.

2. Section 56 Under the Consumer Protection Act (CPA)

In addition to the cooling-off provision above, you retain statutory rights under Section 56 of the South African Consumer Protection Act (CPA). If a product is found to be defective within 6 months of the date of purchase, you have the right to request that Kosmo repair, replace or refund the product, regardless of whether the product has been opened or used.

a. Return Window

You are eligible to return any items that are defective within 6 months from the date of purchase of your items.

b. Product Condition

The product must be defective, due to to no fault of yours, with all its components intact.

c. Proof of Purchase

The proof of purchase, such as a receipt or order confirmation, is required for all returns.

d. Products not Eligible

The following factors may deem a product ineligible for returns under Section 56 of the Consumer Protection Act (CPA):

• Physical damage
• Liquid damage
• Unauthorised repairs
• Downloading or installation of illegal software
• Use of unapproved accessories
• Viruses or malware

3. Return Process

a. Contact our customer support team at info@kosmo.co.za

b. Provide the following information:

• Your name and contact information.
• Proof of purchase, such as a receipt or order confirmation.
• The reason for your return (not required for cooling-off returns).

c. Return Authorisation

Once your return request is approved, we will provide you with a return authorisation and detailed instructions on how to return the product.

d. Packaging and Shipping

• For cooling-off returns, use a reputable courier to ship the product including a copy of the return authorisation to the address provided in the return authorisation. Please note that the cost of return shipping is the responsibility of the customer.
• For Section 56 of the CPA returns, securely pack the product with all its components in its original packaging if possible, including a copy of the return authorisation. Kosmo will arrange a courier company to collect the product. The courier costs will be covered by Kosmo.

4. Repair, Exchange or Refund

a. For returns under the cooling-off period, a full refund, excluding the original purchase shipping costs, will be issued to the original payment method used for the purchase within 5–7 business days of the returned item being received by Kosmo.

b. For returns under Section 56 of the CPA, you have the right to request that Kosmo either:

• Repair the product at no charge, using new or refurbished replacement parts.
• Replace the product with a new or refurbished product.
• Refund the product in full, excluding the original purchase shipping costs, to the original payment method used for the purchase within 5–7 business days of the returned item being received and assessed by Kosmo.

c. For returns related to a defect outside of the 6 month CPA window, please refer to our Warranty Policy.

5. Restocking Fees

Kosmo does not charge a restocking fee for any returns.

Kosmo reserves the right to amend this Refund and Return Policy at any time. Please check our website for the most up-to-date policy.

Thank you for choosing Kosmo. We value your trust and are here to assist you.