Refund policy

 

Change of mind

For hygiene reasons, no returns or exchanges will be accepted on cosmetic products sold unsealed or on sealed products where the seal has been broken, unless the product was damaged, or faulty. We have no minimum order quantities, so you can start with small quantities and order additional stock as required. Please ask for a sample if you would like to try a product before ordering it.

For sealed cosmetic products and non-cosmetic products, we accept returns of unopened and unused products with all their packaging intact within 14 days of receipt of the products.

All returns must be pre-approved by Cosimer head office (info@cosimer.co.nz) or your Account Manager in writing (by email).

Approved returns, can be posted back to Cosimer, c/o TIMG, 19 John Seddon Drive, Elsdon, Porirua 5022, or handed back to your Account Manager. For postal returns, please ensure that the products are well packed as we cannot accept damaged stock back. We do not cover the cost of return postage for change of mind returns.

A credit will be issued for approved returns once the returned products have been received in good condition by Cosimer.

Missing or damaged items

If you receive an order with missing or damaged items, you are required to notify us via email at info@cosimer.co.nz or by calling 0800 005 679 within 14 days of receiving your order.

We will offer you the choice of a credit or replacement for the missing items. We may ask for pictures of the parcel you received and its content. In the case of damaged stock, we may also ask that the stock be returned to your Account Manager.

Customer complaints and faulty items

If a customer wants to make a complaint or seek a refund in relation to a product supplied to you by Cosimer, you are required to fill out and return our Customer Complaint Form before offering a refund or product replacement.

Upon receipt of a completed Customer Complaint Form, we will assess the complaint and respond to you within 24h (on business days). We may:

  1. request additional information or pictures if anything is unclear,

  2. deem that the product was faulty (if there is an apparent manufacturing defect), in which case, we will issue you with a credit for the faulty product, or

  3. escalate the complaint to the product manufacturer for assessment (if the complaint relates to the product quality or effectiveness, or if the fault may be the result of customer misuse). The product manufacturer may request additional information directly from you or the customer (in particular in the case of an allergic reaction) and may offer some compensation (by way of credit or product replacement) if they deem the product to be faulty.

We recommend that you do not issue a refund or credit to your customer until you have received our response to the complaint, as we will not issue a credit if the fault claim is rejected.