Returns and Refunds
Right of withdrawal
In accordance with applicable Belgian and European distance-selling rules, consumers generally have 14 calendar days from the day after receiving their order to inform COSMOD of their decision to withdraw from the purchase, without having to provide a reason.
After notifying COSMOD of the decision to withdraw within this period, the consumer has a further 14 days to return the products concerned.
The withdrawal may be submitted through our online returns portal, by email, or by using the statutory model withdrawal form.
Using the returns portal makes it easier to process the request and, where applicable, issue a return label. However, it does not restrict the consumer’s legal right to exercise the right of withdrawal through other legally permitted means.
Change of mind
If a customer wishes to return a product simply because they have changed their mind, no longer wish to keep it, or made an incorrect choice, the direct cost of returning the product is borne by the customer, provided that the product is legally eligible for the right of withdrawal and the customer was informed of this obligation in advance.
This must be distinguished from cases involving defective, damaged, non-conforming or incorrectly delivered products, for which statutory guarantee and consumer rights remain applicable.
Return of goods and proof of shipment
Where goods are returned as part of the exercise of the right of withdrawal, the customer is advised to use a tracked shipping method and to retain proof of shipment until the return has been fully processed.
COSMOD may withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have actually been sent back, whichever occurs first.
Where the customer independently arranges the return and freely chooses the carrier, COSMOD cannot be held responsible for loss or damage attributable to that carrier before the parcel is received by COSMOD, subject to any mandatory provisions of applicable law.
This does not apply where the carrier or return method has been arranged by COSMOD in circumstances where applicable law places the risk on COSMOD.
Cosmetics, hygiene products and sealed products
For health protection and hygiene reasons, certain sealed cosmetic or hygiene products may be excluded from the right of withdrawal once the seal has been broken by the consumer after delivery, where the nature of the product makes it unsuitable for return for health or hygiene reasons.
This may include certain cosmetic products such as lipsticks and other sealed products intended for personal use.
Therefore, a product covered by this exception that has been opened, unsealed or used cannot be returned solely because the customer has changed their mind.
This exclusion does not apply where a product is defective, damaged, non-conforming or incorrectly delivered.
Products handled or damaged by the customer
For products that are not covered by the hygiene exception, the consumer should only handle the product to the extent necessary to establish its nature, characteristics and proper functioning.
If the product has lost value because it was handled beyond what was necessary for this assessment, COSMOD may take this reduction in value into account when calculating the refund, in accordance with applicable law.
Incorrect, defective, non-conforming or damaged product
If COSMOD has delivered the wrong product, or if a product is defective, non-conforming or has been damaged under circumstances for which COSMOD or transport arranged by COSMOD is responsible, the customer will not be required to bear the costs necessary to resolve the problem.
In such cases, COSMOD may provide an appropriate return solution, cover the necessary return costs, replace the product, issue a refund or provide another remedy in accordance with the consumer’s statutory rights.
These situations are separate from a simple change of mind and do not limit the consumer’s statutory rights in relation to defective or non-conforming goods.
Refund following withdrawal
Where the right of withdrawal has been validly exercised, COSMOD will refund all payments that must legally be refunded, including the original cost of the least expensive standard delivery method offered.
If the customer voluntarily selected a more expensive delivery method than the least expensive standard delivery offered by COSMOD, the additional cost of that delivery option does not have to be refunded.
The refund will be made no later than 14 days after COSMOD has been informed of the withdrawal.
COSMOD may, however, withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have actually been sent back, whichever occurs first.
Unless otherwise agreed or where applicable law provides for another solution, the refund will be made using the same means of payment used for the original transaction.
COSMOD Returns Portal
To make return requests easier to manage, centralise and track, COSMOD provides customers with an online returns portal.
Customers can use the portal to identify their order, select the products concerned, state the reason for the return and, where requested, provide additional information or photographs that may assist in processing the request.
Depending on the reason for the return, COSMOD may provide a return label paid for by COSMOD or inform the customer of the procedure for returning the product at the customer’s own expense.
Where a return label or return solution provided by COSMOD requires prior verification, that verification relates only to the practical handling of the return and does not restrict the consumer’s statutory right to validly exercise the right of withdrawal through the means permitted by applicable law.