Every Cosmebatch product is made to order for your brand. This policy explains when you can cancel, how to report a problem and how refunds work. It forms part of our Terms of Service. How we handle your personal data is explained in our Privacy Policy.
Samples
- Sample making starts when we confirm your sample requirements in writing.
- The sample fee covers one sample. Each change you request after that is charged as a new sample.
- Before sample making starts: cancel at any time for a refund of the sample fee and any shipping you paid.
- After sample making starts: the sample fee is not refundable.
- The US$20 sample fee is credited in full against your first OEM order (one carton or more) of any product, if the order is placed within 90 days of paying the sample fee.
OEM orders
- Before production starts: we refund your deposit minus costs already incurred for your order (for example packaging materials bought or printing plates made). We will show you these costs.
- After production starts: the order cannot be cancelled or changed and the deposit is not refundable.
- If we cannot make a product to your specification, we cancel the order and refund everything you paid for it in full.
- Finished goods are custom-made and cannot be returned or exchanged for change of mind.
- A quantity difference within ±5% of the ordered quantity is not a shortage; the final invoice is based on the actual quantity shipped.
Damaged, missing or defective items
If items arrive damaged, are missing, or do not match your approved sample and specification, contact us within 7 days of the goods arriving at the delivery address in your order (if you use your own freight forwarder, at your final destination) by email at [email protected] with:
- your order number;
- photos or video of the items, the outer cartons and the shipping label (for damage, please photograph the cartons before opening if possible);
- the number of affected units.
Please keep the affected units unused and in their packaging until the claim is settled. In most cases photos or video are enough. If we need the items back to inspect them, we will tell you how to return them and we will pay the return shipping.
Where we confirm the problem is our responsibility, you can choose one of the following for the affected units:
- replacement or remake, shipped at our cost;
- a refund of the amount paid for those units;
- a credit against your next order.
Lost shipments
- Samples: if the carrier confirms the shipment is lost, we send one replacement sample free of charge. If the replacement is also confirmed lost, we refund the sample fee.
- OEM orders: if the carrier confirms the shipment is lost, we help you file a claim with the carrier and provide the shipping documents needed. The outcome of the carrier’s claim applies. You may insure the goods yourself or through your freight forwarder.
What is not covered
- Claims made more than 7 days after the goods arrive.
- Differences that match the approved sample and specification, such as small colour or scent variations within normal production tolerances.
- Damage caused by storage, handling or use after delivery, and units that have been used or repackaged.
- Errors in artwork, text or specifications that you approved.
- Damage in transit after the goods are handed to the carrier, for samples and OEM orders alike (we will help you claim from the carrier), unless caused by poor packing on our side.
- Costs caused by a wrong delivery address, or by parcels that are refused, unclaimed or held by customs.
- Delays, duties or charges in your country’s customs.
How refunds are paid
Approved refunds are sent back to your original payment method as soon as possible. The time it takes to reach your account depends on your bank or payment provider. If the refund is because you cancel, payment-processing and bank charges that we cannot recover are deducted. Refunds caused by our error are made in full.
Contact
Cosmebatch. Email [email protected].