Return and Refund Policy

 

What should I do if my item arrives damaged?

  • File a Return Request: Email us at admin@cosmictoy.com with:
    • Photos of the damaged item.
    • A clear explanation of the issue.
    • If possible, an unboxing video.
  • Response Time: We will review your request within 3-5 business days and provide further instructions.

Can I return a product after the 30-day period?

  • Return Policy: No, returns are not accepted beyond 30 days from receipt. Please report issues within this period.

What happens if I receive the wrong product or some parts are missing?

  • Contact Us: Within 30 days at admin@cosmictoy.com with:
    • Photos of the incorrect product or missing parts.
    • An unboxing video if applicable.
  • Resolution: We'll review and offer a replacement or refund.

My item’s light-up feature is not working. What should I do?

  • Troubleshooting Steps:
    1. Replace Batteries: Use new batteries.
    2. Clean Connections: Use rubbing alcohol on contact points.
    3. Wait: Reassemble, turn on, and wait for 10-20 minutes.
  • Contact Us: If still not working, email admin@cosmictoy.com with details and photos.

I want a refund, but do I need to return the entire product?

  • Return Requirement: Yes, return the entire product including accessories and original packaging for a full refund. Shipping costs will also be refunded.

What items are not eligible for a return or exchange?

  • Non-Returnable Items:
    • Products over 2 years old.
    • Items damaged by misuse or poor maintenance.
    • Pre-owned items or those marked as non-returnable on the product page.

How long does it take to process a replacement?

  • In-Stock: 5-14 business days via Hongkong Post or UPS.
  • Out-of-Stock: 21 business days after receiving the defective part at our service center.

What happens if I refuse to pay customs fees or reject the package?

  • Consequences:
    • The package returns to our warehouse.
    • You must pay shipping costs again for resending.

What proof do I need to submit for my return request?

  • Required Proof:
    • Clear photos of the defect or damage.
    • Detailed explanation.
    • Unboxing video if applicable.

I noticed the price of my product dropped. Can I request a return or refund?

  • Price Drops: No, refunds or returns due to price drops are not accepted.

What if I open a dispute on a third-party payment platform?

  • Policy: We will not provide after-sales service if a dispute is opened. Contact us directly for resolution.

Can I switch to another product after placing an order?

  • Order Changes: Contact info@cosmictoy.com. Changes depend on product availability and order status.

How do I cancel a pre-ordered product?

  • Cancellation Policy:
    • 12-Month Installment: First deposit forfeited, remaining balance refunded.
    • Full Payment: 25% non-refundable, rest refunded.
    • Deposit-Only: Deposit forfeited.

What happens if the manufacturer cancels or provides insufficient stock?

  • Manufacturer Issues: Full refund will be issued.

What if my pre-order is delayed?

  • Delays: You will be notified via email. No compensation for delays is provided.

Can I cancel the order and get a full refund if the shipping cost is beyond my budget when the order is ready to ship?

  • Shipping Costs: If unable to pay, follow the cancellation policy.

Can coupons be refunded?

  • Coupons: Used coupons cannot be refunded. Only cash payments are refunded if a refund is initiated by the customer's bank.

Special Cases: High-Risk Transactions

  • High-Risk: If flagged, the order will be terminated, and a full refund issued.

Can in-stock orders be canceled?

How do I contact Cosmic Toy?

Thank you for choosing Cosmic Toy. We strive to make your shopping experience as smooth and enjoyable as possible!