Return Policy
Thank you for your inquiry. We understand that sometimes returns are necessary, and we want to make the process as convenient as possible. Here are our return policies for our gin brand online store:
- Eligibility: To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it. We cannot accept returns for opened or partially consumed bottles of gin due to legal and safety reasons.
- Timeframe: You have 14 days from the date of delivery to initiate a return. Please contact our customer support on hello@kosmosisgin.co.za to notify us of your intent to return.
- Return Process: To initiate a return, please contact our customer support team on hello@kosmosisgin.co.za with your order details, proof of purchase or invoice and reason for the return. They will provide you with further instructions on how to proceed.
- Return Shipping: The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., incorrect item shipped, damaged item).
- Refunds: Once we receive the returned item and confirm its eligibility, you will be notified of the confirmation via your specified email address and we will process the refund to the original payment method used for the purchase. Please allow up to 10-working days from receiving the confirmation for the refund to be reflected in your account.
- Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on items such as opened bottles of gin, personalized or customized products, and gift cards.
- Damaged or Incorrect Items: If you receive a damaged or incorrect item, please contact our customer support within 7 days of delivery. We will arrange for a replacement or refund, depending on the circumstances.
Please note that these return policies are subject to change, and we recommend reviewing them periodically for any updates. If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support.