Guide To Product Returns, Refunds, And Warranty For Kosmen Products On TikTok Shop

1. When Can You Request A Return Or Refund For Kosmen Products?

You may request a return or refund for your Kosmen product on TikTok Shop if your order falls under one of the following cases:

• The product received is not as described, has technical defects, or is missing accessories.
• The seller sent the wrong product or delivered an incomplete order.
• The item is damaged, scratched, or dented due to shipping issues.
• The order was delivered later than the committed delivery time by TikTok Shop.

Return request period:

• On TikTok Shop: Within 6 days from the date the order is marked as “Delivered Successfully.”
• Outside TikTok Shop: Within 30 days from the successful delivery date.

2. How To Request A Return Or Refund For Kosmen Products On TikTok Shop

Follow these steps to submit a return or refund request:

Step 1: Open the TikTok app → Go to “Shop” → Select “Orders.”

Step 2: Choose the Kosmen order you want to file a complaint about → Tap “Request Return/Refund.”

Step 3: Select the appropriate reason (defective product, wrong item delivered, missing items, etc.) → Tap “Continue.”

Step 4: Upload photos/videos as evidence → Tap “Continue.”

Step 5: Choose the return shipping method (drop-off at a shipping point or request pickup).

Step 6: Select the refund method (e-wallet or bank account) → Tap “Submit.”

3. Important Notes When Returning Kosmen Products

• Only one product can be returned per request. For multiple items, submit separate requests.
• If a request is rejected, you may resubmit after 48 hours.
• Return the product to the correct address within 5 days after the request is approved.
• Refunds will be processed within approximately 7 days after successful verification.
• The refund amount may be full or partial, depending on the product condition and TikTok Shop’s policies.

4. Who Covers The Return Shipping Fee?

• Kosmen covers the fee if the issue is product-related (defective, wrong item, missing components, etc.).
• The shipping carrier is responsible if the product is damaged during transit.
• If the return is made for personal reasons (e.g., you no longer want the product), the buyer must cover the shipping fee.

5. Kosmen Product Warranty Policy

30-Day Replacement Warranty

• Within 30 days from purchase, if the product has a manufacturer-related technical defect, Kosmen will offer a 100% replacement.
• Keep the original box and accessories during the first month to be eligible for the 1-to-1 replacement policy.

Standard Warranty

• All Kosmen products come with a 24-month warranty from the purchase date.
• The compressor in dehumidifiers is covered for up to 36 months.

Free Maintenance Service

• Industrial dehumidifiers are eligible for periodic maintenance once per year, up to 2 times within the warranty period.

Note: Air purifier filters are not covered under warranty.

6. Conditions For Free Warranty Service

The product will be eligible for warranty if:

• It is still within the warranty period.
• The issue is a technical fault from the manufacturer.
• The warranty seal and serial number remain intact, without any signs of tampering.
• The device has not been repaired or modified at an unauthorized service center.

7. Cases Not Covered By Warranty

Kosmen reserves the right to refuse warranty service if:

• The warranty seal is damaged, the serial number is missing, or there are signs of tampering.
• The product is damaged by natural disasters, fire, flooding, or improper transportation.
• The product is used incorrectly or disassembled/repaired at a non-authorized center.
• The device operates in special environments (dusty, chemical exposure) without proper protective measures.

8. Kosmen Warranty Center Contact Information

Ho Chi Minh City: 27B Street No. 12, KP2, Hiep Binh Phuoc Ward, Thu Duc City

Hanoi: NV 4.7 Hai Au 2 Street, Cau Buou Urban Area, Thanh Tri District

Da Nang: 385B Hai Phong Street, Tan Chinh Ward, Thanh Khe District

Central Highlands: 38/7 Ba Thang Hai Alley, Ward 4, Da Lat City

Hotline:

• Northern Region: 0766 899 799
• Southern Region: 0965 210 874
• Central Highlands: 0961 061 076
• Central Region: 0935 696 695

Website: kosmen.com.vn