Refund and returns policy

Cancellation and refund policy

For orders placed on our site, you have 7 (seven) working days from receipt to request an exchange or a return.
To start a return, go to the “My orders” section on cosmogenesislabs.ma, create a return request, then ship the parcel carriage forward with your invoice.

Important: When dropping the parcel off with the carrier, you must give our company's return code.

Products whose packaging/box has been opened, tested or altered cannot be returned, in accordance with the Distance Selling Contract and for hygiene reasons.

Information needed for the return (shipments to Türkiye)

Customer's first and last name
Phone number
Pickup address

Consumer rights: withdrawal, cancellation and return

Company details

General

By placing an order on the site, you are deemed to have accepted the pre-contractual information form and the Distance Selling Contract.
Buyers are subject to the applicable laws on consumer protection and distance contracts.
Shipping costs (initial shipment) are borne by the buyer, unless otherwise stated.
Each product is delivered to the address given by the buyer within 30 days at most. Beyond that, the buyer may terminate the contract.
The product delivered must be compliant, complete and, where applicable, accompanied by the warranty and the instructions for use.
If the sale/delivery cannot take place, the seller informs the buyer in writing within 3 days and refunds within 14 days.

If the purchase price is not paid

If the payment is refused/cancelled by the bank, the seller's delivery obligation ends.

Unauthorized use of a bank card

If, after delivery, the payment is cancelled due to fraudulent use of the card and the bank does not pay the seller, the buyer must return the product within 3 days, with transport costs borne by the seller.

Unforeseen event preventing delivery

In the event of force majeure or an unforeseeable event preventing delivery, the buyer is informed and may request: cancellation, replacement with an equivalent item or postponement of delivery.
In the event of cancellation:
- Cash payment: refund within 14 days.
- Card payment: refund to the bank within 14 days.

Obligation to inspect on delivery

Before accepting the parcel, the buyer must examine the product and refuse any damaged item (crushed, broken, torn packaging…). A report must be drawn up with the carrier.

Manufacturer / Brand: KAIA Kozmetik Ürünleri San. Tic. A.Ş. (Cosmogenesis Labs)
Address: Harbiye Mah. Bostan Sok. No:15/5, Şişli / İstanbul, Türkiye
Contact in Morocco: ELIFNAZ SARL · Contact@elifnaz.co (the company that sells Cosmogenesis Labs in Morocco)
Address: 01 Rue Haj Omar Riffi, 1er étage, Apt 2, Casablanca, Morocco

Withdrawal period

For a service, the 14-day withdrawal period runs from the signing of the contract. If performance of the service begins with the express consent of the consumer before the end of the period, the right of withdrawal does not apply.
The costs related to exercising the right of withdrawal are borne by the seller.

Return conditions

From receipt of the withdrawal notice, the seller refunds the full amount and returns the documents binding the buyer within a maximum of 10 days, and collects the product within 20 days.
If a loss in value of the product results from the buyer's fault or if the return is made impossible, the buyer compensates the seller up to the amount of the loss.
If, because of the return, the net purchase amount falls below the threshold of a promotion, the benefit initially granted is cancelled and adjusted at the time of the refund.

Payment default and legal consequences

In the event of a card payment delay/incident, the buyer acknowledges owing the interest and fees set out in the contract concluded with their bank and accepts responsibility for them.

Hygiene / cosmetics reminder

In accordance with hygiene rules, cosmetic products whose packaging has been opened, tested or altered are neither taken back nor exchanged.