Cancellation & Refund Policy

At Cosmista, we strive to ensure a smooth and pleasant shopping journey. Please review the updated details of our cancellation and refund guidelines below:

1. Order Cancellation

Before Packing:
You may cancel your order anytime before the packing process begins. Simply visit the “My Orders” section on the app and select cancel.

After Packing:
Once an order has been packed, cancellation is no longer possible. We encourage customers to verify all details before finalizing their purchase.

2. Refunds

Refund Eligibility:
Refunds may be issued under the following circumstances:

  • The order has been cancelled by the company.
  • The item arrives damaged or defective.

Refund Timeline:
Approved refunds will be returned to your original mode of payment. Depending on your bank or payment provider, the amount may take 5–7 business days to appear in your account.

3. Partial Refunds

Non-Returnable Products:
For items that are non-returnable, a full refund will be provided only if the order is cancelled before dispatch. Once the product has been dispatched, refunds will not be applicable.

4. Exceptions

Refunds will not be granted in the following situations:

  • Post-Packing Cancellations: Orders cancelled after packing are not eligible for a refund.
  • Customer Not Available for Delivery: If repeated delivery attempts fail due to customer unavailability or unresponsiveness, the order may be cancelled without a refund unless no further attempts can be made.
  • Customer-Caused Damage: Products returned with customer-induced damage or improper handling will not qualify for a refund.
  • Hygiene-Based Non-Returnables: Certain products, especially beauty or personal care items, may not be refunded once opened or used.
  • Failed Payment Attempts: If a transaction fails or payment is not completed, the order will not be processed, and no refund will be issued.

5. How to Request a Refund

If you believe you meet the refund eligibility criteria, please get in touch with our customer support team and provide:

  • Order ID
  • Reason for refund request
  • Relevant supporting documents (if any)