Please open your box immediately upon receiving your shipment and contact us immediately with any issues so we can evaluate the situation and make it right.  Should there be anything that needs attention, please contact our support team immediately via our help center or by sending an email to Support@TheCosmoGlo.com.

Our customer support team is here to help. However, we do have a 14-day window to report any issues with the delivery of your package. You are welcome to reach out with any issue after that window has passed, however, you may be held responsible for the costs associated with the correction. The 14-day window begins on your delivery day, including if you did not open the box until weeks, months, or years later.  

Customers may be responsible for shipping for returns, exchanges, parts, address changes, or cancellations and order reroutes.  Parts sold outside of warranty are non-refundable and non-returnable. 

Taking orders outside of the current shipping zones voids warranties, and guarantees, and violates our Terms as agreed upon during checkout. Terms and Conditions apply at all times, see our Terms and Conditions for details. 

Please allow extra shipping & handling time for locations outside of the continental USA including Puerto Rico, Guam, Mexico, US Virgin Islands, American Samoa, Northern Marina, and newly added locations in the Caribbean Islands. 

Duties/Taxes/Fees: Purchaser will be responsible for all shipping, duties, taxes, and fees associated with purchasing a USA product and shipping it to their desired location and address. This may result in additional charges outside of the purchase price of what the buyer pays on TheCosmoGlo.com.

RETURNS

• Please keep your original CosmoGlo box until you have chosen to keep your CosmoGlo. If you think you may return it, keep the original box until you have made your decision. To ensure safe travels for your CosmoGlo Light we require it to come back to us in a CosmoGlo Box.
• If you no longer have the packaging, you will be required to purchase an empty box with inserts to be shipped to you for your returned items. This cost will be deducted from your return funds.
• We have a 14-day return policy which means you have 14 days after receiving your item to request a return, as agreed to upon check out and in our terms and conditions. The return window is 14 days from delivery including if your package was delivered and you did not open the box until weeks, months, or years later.

Eligibility
To be eligible for a return, your item must be in the same condition that you received it, undamaged, and in its original packaging.  All returns are minus applicable shipping to and from CosmoGlo.  Receiving your returned light in damaged conditions beyond normal wear and tear may result in a partial refund as described in this policy. 

You will need proof of purchase, as we can only accept returns under the original purchaser.   If you received a product as a gift, we will need the original purchaser's information to verify the purchase and process the return. We cannot accept returns of an after-sale from the original owner to a new buyer. 

Returns are required to be processed through our customer support team which will provide you with a new label and shipping address. Failure to follow these guidelines may result in a rejected return, and or/a lost light at the customer's responsibility and loss. All returns must go to our Texas address and will not be accepted into our California location.

You can always contact us with any return questions at Support@TheCosmoGlo.com 

Damages on Returns/Return Packaging Requirements

Your light will need to be packaged with care in the original box it arrived in. There should be no damage to the light other than minor wear and tear from the assembly. There should be no LED damage, metal dents, or cord damage. All items must be included with the return including screws, phone clip, etc.  

If there is a large amount of damage to the light due to poor repackaging or handling, we may deduct payment from the refund for the amount of damage caused.  This partial refund is at the sole discretion of CosmoGlo.  

How to Start a Return

To start a return, please submit a request through our contact page or help center, or send an email with your order information to Support@TheCosmoGlo.com  - If your return is accepted, we’ll send you a return shipping label, as well as,  instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted and may be rejected at the owner's expense. Lights will not be accepted at our California address and will be rejected. Rejected shipments may be sent back to the owner at their expense.  

Returns are shipped to our processing center in Texas and you must have a pre-paid label provided for you for us to accept your return. Please allow your return time in transit and for processing time upon arrival at our return facility. Refunded charges may take 1-5 days to process from the time your package has been processed for return, depending on your financial institution’s policies. 

Returns and refunds will only be granted in the event of proper assembly and used as directed.  Incorrect use or abusive use will be deemed the responsibility of the consumer. This applies to an item purchased, under warranty, returned, or exchanged. Photos and/or videos may be required ahead of item return to make the final decision on the item and the refund, or replacement at the sole discretion of CosmoGlo. 

Start a return by submitting a request here.

International Returns

At this time we do not accept returns from international orders and orders shipped outside of the continental USA.   We do not accept returns items that have been shipped via third-party courier or by any other means outside of the continental US, Hawaiian Islands, Canada, or countries outside of the continental USA.  

Please see our Terms and Conditions for additional information, or get in touch if you have questions or concerns about your specific item/order at Support@TheCosmoGlo.com.

Please note: Sending or taking any orders outside of our approved shipping locations voids all warranties and guarantees.  We are not able to offer support or replacement parts should anything happen.  We appreciate your eagerness to try CosmoGlo but ask for your patience as we prepare to launch globally.

EXCHANGES

Changes to existing orders may be possible prior to shipment: please allow as much notice as possible for any changes that need to be made to your order once placed.  A change/exchange request may not be possible if the item is set to ship out that day.  If the item has been delivered and an exchange is requested, you may need to place an order for the preferred item and then process the current item as a return.  You may also need to send the item back, upon receiving the item the new requested item can be dispersed.  Please email your request with original and new order information to us at Support@TheCosmoGlo.com 

COLOR CHANGE  

Should you decide to change the color of your light after your package has been delivered, you will have the following options:

For both options, the cost of shipping will be pre-agreed with our reduced shipping rates from FedEx. An invoice will be sent via email where you may submit payment. Upon payment, the label will be emailed to you to attach to your CosmoGlo box for return. New units ship from our factory in California and returns are shipped to our processing facility in Texas. 

The original light must not have been assembled, and have no damages or missing parts.  If the box has been opened, you will need to carefully package the light in the original Cosmoglo box in the same way it arrived.  Returned Items in fair to poor condition with damages may result in an additional charge that would need to be cleared before we accept the light back as an exchange. All Color Change Exchanges are handled and approved at the sole discretion of CosmoGlo.

REFUNDS

Canceled orders prior to fulfillment: Will be immediately refunded. Please allow 1-5 business days for the funds to return to your bank.

Refunds from a return: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved in full or as a partial refund.  

We have the right to refuse any refund. If approved, you’ll be automatically refunded on your original payment method.  Please remember it can take some time for your bank or credit card company to process and post the refund to your account.   

Returns and refunds will only be granted in the event of proper assembly and used as directed. Failure to use or maintain your product in working condition may affect the refund.   Refunds are also only given in cooperation with the purchaser.  We may request images, videos, proof of purchase, and/or return the product. 

Failure to cooperate with our customer support team and/or provide the requested items may stall or void your refund.  We are here to help and will not tolerate aggressive behavior or threats; these actions may result in CosmoGlo reserving our right to refuse a refund.

WRONG ADDRESS

Please take care when checking out and entering your shipping address. If you notice the wrong shipping address has been entered, please reach out to us with the correction immediately. We can only change addresses for labels that have not yet gone for fulfillment. To ensure we can correct the address, please notify us immediately.  Should the label be processed for fulfillment and a tracking number issued to you already, you will need to contact the carrier (FedEx) and request an address change via their website or customer service phone number. 

CosmoGlo will not be held responsible for a purchaser entering the wrong address. Please double-check that your address is correct upon purchase. 

We highly recommend using Route package protection upon check to act as insurance for your package and delivery, as described in this policy. 

REJECTED PACKAGES

If you decide to reject a package from CosmoGlo due to shipping duties and have it returned to us for a refund, the amount charged for the duties will be deducted from your refund once we have received the unopened package(s).  We are not responsible for shipping duties, shipping charges, or import fees and will not issue any refund until the package has arrived to us for inspection.

REFUNDS ON OTHER CHARGES

We are not responsible for and will not refund shipping charges, freight, service charges, hazardous charges, oversize fees, drop-ship fees, duties, taxes, tariffs, locker fees, pick-up fees, or other fees of this nature. 

CUSTOMER DAMAGED PIECES

Should you cause damage to your light during assembly, misuse, or mishandling and require replacement parts not covered under your warranty, please submit a request here for warranty assistance with our Support team. We do have replacement parts available for purchase. Please submit a request so we can help you with these. 

MISSING PIECES

Please open your box immediately after receiving it. You have a 30-day window from the date of your delivery to report any missing pieces.  If missing pieces are reported after 30 days you may be responsible for replacement charges.  These charges may include the full cost of the replacement item needed and/or shipping and handling costs. 

FRAUD, SCAMMING, ILL-WILL PURCHASES

CosmoGlo does not support fraudulent purchases, scamming, or ill-will purchases.  We have layers of fraud protection to prevent these situations.  In the event potential fraud or scamming is detected, your order may be canceled with no warning.  We do not encourage these purchases and will do everything to protect CosmoGlo against them. 

CHARGEBACKS, DISPUTES, AND FRAUD

CosmoGlo will always fight a chargeback, dispute, and/or fraudulent charges.  We will provide evidence to win or appeal our claim.  We do not encourage these behaviors and have a team dedicated to solving these claims in favor of CosmoGlo.  Upon purchase, you agree to these terms, conditions, and policies, and agree to reach out to our support team with issues regarding shipments, exchanges, refunds, or any other aspect of your order.  

EXCEPTIONS/NON-RETURNABLE ITEMS

At this time we do not accept returns from international orders and orders shipped outside of the continental USA.   We do not accept returns items that have been shipped via third-party courier or by any other means outside of the continental US, Hawaiian Islands, Canada, or countries outside of the continental USA. 

Please see our Terms and conditions for additional information, or get in touch if you have questions or concerns about your specific item/order at Support@TheCosmoGlo.com.

SHIPPING DAMAGES + SHIPPING ISSUES - ROUTE PACKAGE PROTECTION

We provide Route Package Protection during checkout as insurance to protect your delivery.  If you have purchased Route, please file your claim with Route within 14 days of your delivery. 

If you opted out of Route you acknowledged with a checkbox during checkout that CosmoGlo is no longer responsible for the package once we release the package for shipment. 

DAMAGES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Your return window is 14 days including if your package was delivered and you did not open the box until weeks, months, or years later.

If there is damage to your light or its packaging after delivery please contact us within 14 business days with photo/video proof. After 14 days of delivery, we can no longer be held liable for damages or returns due to a light arriving damaged.  You must have proof of item for return. We cannot accept an item as a return or refund without a photo, video, or return of the item. 

LOST PACKAGES

CosmoGlo will not issue refunds or replacements for shipments that have proof of delivery.  We recommend you add Route package protection at the time of check out.  The route is insurance to assure that your package reaches you correctly and safely. If you have damage to your shipping box or your package has been lost please submit a claim with Route Insurance and they will handle it from there. CosmoGlo removes itself from all liability of your package upon fulfillment and pick up of your package being handed to the carrier. If you chose to remove the Rout protection, CosmoGlo is not responsible for your package after it has left our shipping dock. CosmoGlo will not issue refunds or replacements