At Crown Cosmora, we want users to have a clear and reliable shopping experience. If something is not right with an order, this Refund Policy explains how return, exchange, or refund requests may be reviewed for eligible items purchased through the ONLINE store. The process is written in a way that is easier to follow for both returning shoppers and BEGINNERS.

1. Eligibility Requirements

To request a refund or exchange, the request should generally be submitted within the applicable return window from the date of purchase, and the following conditions should usually be met:

• The item should be in original condition unless it arrived damaged or defective
• Proof of purchase should be provided, such as an order number or payment confirmation
• The support team should be contacted before returning an item when possible

2. How to Request a Refund

To start a refund request, users should:

1. Contact support by email or through the contact page
2. Provide the order number and a short explanation of the issue
3. Include supporting details such as photos, screenshots, or delivery information where relevant

Requests may be reviewed within a reasonable business timeframe. In some situations, additional information may be requested before a decision is made.

3. Partial Refunds

Partial refunds may be considered in limited cases, such as:

• Items returned in a condition different from the original sale condition where a return is still accepted
• Orders involving discounts, bundles, or selected BONUS promotions
• Situations where only part of a combined order is eligible for refund treatment

4. Non-Refundable Items and Exceptions

Refunds may not be available for certain categories, such as:

• Digital products that have already been accessed, downloaded, or redeemed
• Custom-made or personalized items
• Final sale or clearance items clearly marked as non-returnable
• Products returned outside the applicable request period, unless required by law

5. Refund Method and Timing

Where a refund is approved, it may be issued to the original payment method used for the purchase. Processing time can vary depending on payment provider, card issuer, financial institution, or the nature of the order.

External delays caused by banks or payment services may affect when refunded funds appear in the customer account.

6. Exchange Policy

If an exchange is preferred instead of a refund, users should contact support with:

• The order number
• The item involved
• The preferred replacement version, size, or option if applicable

The support team may provide step-by-step guidance for exchanges, which can be especially useful for BEGINNERS using the store for the first time.

7. Damaged, Incorrect, or Missing Items

If an order arrives damaged, incorrect, or incomplete, users should contact support as soon as possible. Providing order details and clear supporting information can help speed up the review process.

8. Contact Us

If you need help with a refund, exchange, or return question, please contact support using the details below.