Refund policy

Returns, Exchanges & Refunds

 

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us within 10 days of receiving your order if your item is damaged, defective or incorrect.

To protect against fraudulent claims, we require the item to be returned for inspection before approving a refund or exchange. Videos will be requested as part of the assessment to protect against fraudulent claims, but may not be sufficient on their own.

Once the returned item has been received and inspected, an approved refund or exchange will be processed within 10 business days. Refund processing times may vary depending on your bank or payment provider.

If you believe your item has a genuine fault, please contact us within the 10-day period with your order details, a video and a description of the issue. Items will need to be returned for assessment before a refund or exchange is approved.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To start a return, you can contact us at cosiqe.atelier@gmail.com. 

 

Non-Returnable Items

Sale items, customised goods and gift cards are non-refundable. Refunds will not be provided for delayed items. 

 

Change of Mind

We do not accept returns, refunds or exchanges for change-of-mind purchases, including changes to colour, style, size or preference.

 

Shipping Delays & Lost Parcels

Shipping timeframes provided at checkout are estimated guidelines only and may vary due to courier delays, public holidays, weather, peak periods or circumstances outside our control.

We do not offer refunds or returns solely due to shipping delays or delays caused by the courier. A tracking number will be provided for all orders once your order has been dispatched. You can use the tracking number provided to check your parcel's delivery status and progress directly with the courier.

Once an order has been dispatched, we are not responsible for parcels that are lost, misplaced or incorrectly handled by the courier. If your parcel is significantly delayed by more than 10 business days or marked as delivered but cannot be located, please contact the courier directly and optionally also advise us in which we may be able to assist with the courier where possible.

 

3D-Printed Products

Due to the nature of 3D printing, minor variations and imperfections may occur, including small surface marks, layer lines, slight variations in texture or finish. These are inherent to the manufacturing process and are not considered faults or grounds for a change-of-mind return.