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I have received the wrong product - what do I do?

We are very sorry to hear that you have received a wrong order.
Please get in touch with us at info@costsoo.com and we will provide you with further instructions.

How Do I Exchange An Item/Order?

You can exchange a purchased product within 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund nor exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To exchange an item or order, contact us with info@costsoo.com and we will provide you with our current return address.

What is your return policy?

Customers can return the purchased products within 14 days after receiving the product. Please be noted that the item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Products will not be replaced in the following cases:

1.The customer is dissatisfied with the appearance and color of the non-defective product.
2.The customer refuses to sign for the express delivery of the purchased goods.
3.Physical damage not notified within 48 hours of product receipt.
4.any damage caused by the user.
5.International orders are not eligible for return or exchange.
6.Products that have been personalized are not eligible for return or refund. We will replace them only if the product is defective or damaged.

If the product is damaged when received or it is a wrong product, the customer does not need to bear the return shipping cost. In this case please contact us and we will arrange you a replacement or refund fully to you. 

How can I return my order?

Please email info@costsoo.com and state the following:

- Order Number

- Reasons for Return

  a. Wrong Product (Please include pictures)

  b. Defect Product (Please include pictures)

  c. Other Reasons

Our customer care team will advice you the rest steps. 

Have you received my return?

Processing your return usually takes a few days.

However, we will send you an email update as soon as we have received and checked your returned product(s).

Feel free to write us under info@costsoo.com to check up on your return.

When will I receive my refund?

Processing a refund usually takes up to 7 business days after we have received the returned item(s). If you have any problem, please feel free to contact with us under info@costsoo.com.

Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?

To make sure that all customers will received a complete, defection-free product, the products returned must be in a resellable status. We are sorry that products without the original packaging cannot be returned.