Guidelines for Returning/Refunding Kosmen Products on Shopee

Kosmen’s Return and Refund Policy

Kosmen follows Shopee’s official return–refund policy as outlined below:

• For products under Shopee Mall (Kosmen Official Store):
• You may request a return or refund within 7 days from the time the order status changes to “Order Received.”
• Eligible conditions:

- The product is defective, damaged during shipping, or not the correct model compared to your order.
- The product is unused, with full accessories and gifts (if any).
- Video/photos showing the issue must be provided at the moment of unboxing.

Guide for Returning/Refunding Kosmen Products on the Shopee E-commerce Platform

How to Request a Return or Refund

Step 1: Open the Shopee app → go to “Me” → “My Purchases” → “Completed” to view your delivered orders.

Step 2: Select the Kosmen order you need assistance with → tap “Return/Refund.”

Step 3: Choose the situation you are facing. Shopee will list related issues — select the option that best describes your problem.

Step 4: Select the preferred solution. At this step, you will need to provide the following:

• Choose a reason for your request (e.g., defective product, missing accessories, not as described…).
• Upload photos or videos as evidence to help Shopee and Kosmen verify faster.
• Add a detailed description of the issue (if necessary).
• Enter your email to receive process updates.

Step 5: Confirm your email for notifications → tap “Submit” to send your request.

Steps to Return Kosmen Products on Shopee

Post-Request Processing Procedure

After you submit your return or refund request, the system and the Kosmen support team will review and respond within 2 working days. Based on the information you provided, your request will be processed under one of the following two methods:

1. Instant Refund (No Return Required)

• If your request is approved under the “Instant Refund” option, Shopee will refund the product value directly to your ShopeePay wallet or the original payment method you used.
• You will not need to send the product back.

2. Return Item & Receive Refund

In case the system requires you to return the product, please follow these steps:

• Pack the product according to Shopee’s standard packaging guidelines to ensure the parcel is safely protected during transit.
  → Refer to the detailed instructions in the 'Packing Guide' section on Shopee here. 
• Return the item within 6 days from the date your request is approved.
• Use the Shopee-designated courier (usually J&T Express) to enjoy free return shipping.
• The refund process will be initiated as soon as Kosmen confirms that the returned product has been received and meets the return conditions.

Refund Processing Time

• ShopeePay / COD payments: Refund will be issued within 3–5 working days.
• Bank card payments: Refund will be issued within 7–16 working days.

Frequently Asked Questions

I don’t have a bank account. Can I still receive a refund?
→ Yes! You can choose to receive your refund via ShopeePay Wallet.

I accidentally clicked “Order Received”. Can I still request a return?
→ Yes. As long as you are still within 7 days from the date you received the item, you can submit a return request if you have a valid reason.

Which customer service channels does Kosmen support?
→ You can contact us directly via Shopee Chat or call the Kosmen hotline listed in the product description.

We are committed to providing authentic products, official warranty, and professional, timely support for all return and refund requests.

If you encounter any issues during your purchase, feel free to reach out to Kosmen via Shopee Chat!