1. Purpose & Scope

This Return & Refund Policy sets out COSOVA’s principles, procedures and timelines for returns, exchanges and refunds relating to purchases made through our official website. Orders placed through third-party platforms or subject to special promotions may be governed by separate terms.

2. Core Principles

· COSOVA will provide returns, exchanges or refunds for products that are defective, materially inconsistent with the order, or damaged during transit.

· Returns due to customer preference (e.g., change of mind, sizing issues) may require the customer to bear return shipping, refurbishment fees, or deductions reflecting reasonable impacts on the item’s resaleability.

· Assembled, customized, or opened items that cannot be restored to a resalable condition are typically non-returnable unless a product defect exists.

· We reserve the right to take measures against accounts that abuse the returns process.

3. Returnable & Non-Returnable Conditions

Returnable conditions (subject to time limits and confirmation): incorrect item shipped; apparent transit damage; manufacturing defect; other circumstances required by law. Non-returnable conditions include opened items that cannot be resold, damage from misuse or unauthorized modification, custom-made items marked non-returnable, and claims outside the return window.

4. Return Request Procedure & Timeframes

1. Timeframes: Standard items — submit return or quality claims within 7 calendar days from receipt; for latent defects, notify us promptly upon discovery.

2. How to Request: Submit via “My Orders” on the website with photo/video evidence, or email returns@cosovaph.com with your order number, description and evidence.

3. Review: We will conduct an initial review within 3 business days of receiving a complete request. Where physical inspection is required, inspection typically takes 5–14 business days. Approved returns will receive a Return Merchandise Authorization (RMA) and instructions.

5. Return Shipping & Cost Allocation

· If the return is due to COSOVA’s responsibility (wrong item, transit damage, defect), COSOVA will cover reasonable return shipping costs or arrange carrier pickup.

· For customer-initiated returns, return shipping and related handling/uninstallation costs are borne by the customer. Returns for large or heavy furniture incur logistics and handling charges based on actual costs and will be communicated prior to approval.

· Return items should be returned in original packaging with accessories where possible; missing packaging or accessories may result in a deduction from the refund based on resaleability.

6. Refund Processing & Timing

· Refunds will be processed after we receive and inspect the returned item and confirm it meets refund criteria.

· Processing time: refunds are typically processed within 7–14 business days after confirmation; actual posting time depends on payment provider and bank processing cycles (usually 3–15 business days).

· Method: refunds are issued to the original payment method where possible; if not feasible, COSOVA will agree an alternative refund method (e.g., bank transfer).

· Promotions: refund amounts will be adjusted in accordance with promotional terms if discounts, coupons, or free items were applied.

7. Exchanges & Repairs

· Exchanges: where approved and stock is available, we will arrange replacement shipment and explain any price difference or shipping responsibility.

· Repairs: where covered under warranty and repairable, COSOVA will provide repair services per the warranty terms; repair times depend on parts availability and complexity.

8. Refusal of Returns & Deductions

COSOVA may refuse returns or deduct from refunds in cases such as: no original packaging or packaging severely damaged; missing accessories or warranty cards; evidence of misuse or unauthorized repair; requests outside the return window; failure to follow return instructions or cooperate with inspections.

9. Dispute Review

If you dispute our return or refund decision, submit a written review request with additional evidence within 30 days of our decision. We will re-evaluate and respond within a reasonable timeframe. Unresolved disputes will be handled in accordance with the dispute resolution mechanisms set out in the Terms and Conditions.

10. Fraud Prevention & Abuse

To prevent return fraud and abuse, we may require identity verification, refuse repeatedly suspicious returns, and pursue legal action where appropriate.

11. Special Provisions

· Clearance, promotional, or items explicitly marked “non-returnable” are governed by the product page.

· Custom or bespoke orders are generally non-returnable unless defective or otherwise required by law.

· B2B or wholesale orders may be subject to separate return terms agreed in writing.

12. Contact

Returns & refunds contact:
Email: returns@cosovaph.com
Online form/Customer Center: submit via “My Orders” or Customer Service page and upload evidence.

13. Policy Changes

COSOVA may revise this Policy at any time; updated versions will be posted on the website with an effective date. The version displayed at the time of purchase governs that transaction.