Refund policy
Cancellation, Returns, Exchanges and Refunds
This policy explains how cancellation, return, exchange and refund requests are handled for KOSMONEXT projects and purchases.
1. OEM/ODM and custom development projects
KOSMONEXT supports cosmetics development and manufacturing for business customers. Products shown in our catalog and product finder are development references. Submitting an inquiry or sample development request does not place a production order.
For custom formulation, sampling, packaging or manufacturing, the written quotation, project agreement or confirmed order will set out the scope of work, approvals, payment schedule, and cancellation and refund terms before work begins. Cancellation or change requests will be reviewed under those agreed terms, taking account of the project stage, completed work and materials already committed as agreed in advance.
If you need to change or cancel a project, contact us promptly with your project reference. If delivered work or goods are defective or do not match the agreed specifications, send us the project reference and relevant details or photographs so we can review an appropriate remedy under the agreement and applicable law.
Nothing in this section removes mandatory consumer rights. Any restriction on a consumer's cancellation right for individually produced goods applies only when the requirements of applicable law are met, including separate advance notice and written or electronic consent where required.
2. Standard consumer purchases, where offered
The following provisions apply to standard retail purchases by consumers, where such purchases are offered. They do not automatically define the commercial terms of a business-to-business custom development or manufacturing project.
Customers may cancel their purchase or request a return within seven (7) days from the date they receive the product. If the product is delivered later than the date on which the customer receives the written details of the agreement, the seven-day period will begin on the date the product is received.
If the product differs from its description or advertisement, or if the order is not fulfilled as agreed, the customer may request a cancellation, exchange, or refund within three (3) months from the date the product is received, provided that the request is made within thirty (30) days from the date the customer became aware, or reasonably should have become aware, of the issue.
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Cancellations and returns may be restricted in any of the following circumstances:
The product has been lost or damaged due to a reason attributable to the customer. However, damage to the packaging solely for the purpose of inspecting the product shall not be included.
The value of the product has significantly decreased due to use or partial consumption by the customer.
The value of the product has significantly decreased over time to the extent that it cannot reasonably be resold.
The packaging of a reproducible product has been opened or damaged.
The provision of a service or digital content has already begun. However, this restriction shall not apply to any separable portion that has not yet been provided.
Cancellation or return is otherwise restricted under applicable laws and regulations.
To request a cancellation, exchange, or refund, the customer must submit the order number, customer information, and reason for the request through the inquiry channel or customer service contact provided on the website.
If a return is requested due to a change of mind, the customer shall bear the return shipping costs. If the product is defective, incorrectly delivered, or materially different from its description or advertisement, the Company shall bear the return shipping costs. The Company will not charge any penalty or claim damages solely because the customer exercises a lawful right of cancellation.
The Company will issue a refund within three (3) business days after receiving the returned product. If the product has not yet been supplied, the Company will issue a refund within three (3) business days after receiving the cancellation request.
If payment was made by credit card or another electronic payment method, the Company will promptly request that the relevant payment service provider cancel or refund the payment. The actual time required for the refund to appear may vary depending on the payment method and the payment service provider’s processing schedule.
Exchanges are subject to product availability. If an exchange is unavailable, the Company may issue a refund after consulting with the customer.
Any matters not specified in this policy shall be governed by the Act on the Consumer Protection in Electronic Commerce and other applicable laws and regulations of the Republic of Korea.
3. How to contact us
Email kosmonext@kosmonext.com or contact us on WhatsApp at +82 10 7160 8562. Include your order or project reference and a description of your request.
We will reply within 24 hours. This response time is separate from the refund processing periods stated above.
