Returns, Exchanges & Refunds

Cancellations & Change of Mind

Due to the nature of our business and the way we source, allocate and process stock, Cosmoshop does not accept returns, exchanges or refunds simply because you have changed your mind, ordered the wrong product, placed an order accidentally, or found the product cheaper elsewhere.

Before Dispatch

If your order has not yet been dispatched, Cosmoshop may agree to cancel it.

Where approved, we may deduct a cancellation fee of up to 3% of the amount paid to cover non-refundable payment-processing and transaction costs incurred when the order was placed.

Any cancellation fee charged will not exceed the reasonable costs incurred by Cosmoshop in processing and cancelling the transaction.

After Dispatch

Once an order has been dispatched, change-of-mind returns, exchanges and refunds are not accepted.

Cosmoshop may choose to accept a return in exceptional circumstances. Any such return must be approved before the product is sent back and will be subject to the applicable restocking and shipping fees below.

Approved Exceptional Returns

Where Cosmoshop agrees to accept a return that we are not legally required to accept, the product must be:

• unworn and unused;
• in brand-new, resaleable condition;
• free from scratches, marks, damage or signs of use;
• returned with all original packaging, tags, manuals, accessories and components;
• unmodified and unaltered; and
• supported by proof of purchase.

Additional requirements apply:

• Watches: must not have been worn, engraved, resized or altered. Bracelet links must not have been removed or added.
• Sunglasses & optical frames: must not have been permanently adjusted, reshaped, scratched or fitted with prescription lenses.
• Jewellery: must be unworn and unmodified. Pierced jewellery cannot be returned after hygiene packaging has been opened or the item has been worn.

Cosmoshop may decline a discretionary return that does not meet these requirements.

Items Not Accepted for Change of Mind

We will generally not accept discretionary returns for:

• Final Price or Clearance products;
• special-order or individually sourced products;
• engraved, resized, customised or modified products;
• prescription optical frames;
• opened or worn pierced jewellery;
• gift cards; or
• products that have been worn, used, damaged, altered or returned incomplete.

These exclusions do not affect any statutory consumer rights.

Restocking & Return Fees

Where Cosmoshop approves an exceptional return after dispatch, the customer is responsible for return shipping.

In-Stock Products

Restocking fees are calculated on the price actually paid for the returned product:

• $100 or less: no restocking fee
• Over $100 up to $400: 20%
• Over $400: 10%

Original shipping charges are not refundable for discretionary returns.

Pre-Order Products

If an approved pre-order cancellation occurs before dispatch, the cancellation fee of up to 3% may apply.

Once a pre-order has been dispatched, change-of-mind returns are not accepted unless Cosmoshop approves an exception.

If approved, a 20% restocking fee applies to the price paid for the product, plus return shipping.

If Cosmoshop or our supplier cannot supply your order, you will receive a refund and no cancellation or restocking fee will apply.

Exchanges

Change-of-mind exchanges are not generally accepted.

If Cosmoshop approves an exceptional exchange:

• the original item must be returned and approved first;
• applicable restocking and shipping charges may apply;
• any price difference must be paid before the replacement is dispatched; and
• replacement stock is not reserved until the exchange arrangement is confirmed.

Faulty, Damaged or Incorrect Products

If your product is faulty, damaged, materially different from its description, or you received the wrong product, contact support@cosmoshop.co.nz with your order number and details of the issue.

Photos or video may be requested where appropriate.

We may need to inspect or assess the product before confirming the appropriate remedy.

Where required by applicable consumer law, Cosmoshop will provide the appropriate repair, replacement, refund or other remedy.

Cancellation fees, restocking fees and change-of-mind restrictions do not apply where you are legally entitled to a remedy.

Problems Caused After Delivery

A remedy may not apply where the issue was caused by:

• accidental damage;
• misuse;
• normal wear and tear;
• unauthorised repairs or modifications;
• improper water exposure; or
• use outside the manufacturer's instructions or specifications.

How to Request a Cancellation or Return

Email support@cosmoshop.co.nz with:

• your order number;
• the reason for your request; and
• photos or video if the product is damaged, faulty or incorrect.

If requesting cancellation before dispatch, contact us as soon as possible. Your order is not cancelled until Cosmoshop confirms it.

For approved returns, the item must be returned and inspected before a discretionary refund or exchange is completed.

Auckland Drop-Off

Approved returns may be dropped off at our Auckland CBD office by prior arrangement. Do not visit or leave a return with reception until Cosmoshop has approved the return and confirmed the drop-off.

See Office & Pickup Information for the current office address, physical office hours and building access information. Regus reception cannot approve or assess returns on our behalf.

Refund Timing

Approved refunds will normally be initiated to the original payment method within 5 business days.

For returned products, this period begins after the item has been received, inspected and approved.

Your bank, card issuer or payment provider may take additional time to make the funds available.

International Orders

Cosmoshop currently ships to New Zealand and Australia.

Nothing in this policy excludes any mandatory consumer rights that apply to your purchase, including rights under the Australian Consumer Law where applicable.

Last updated: 9 September 2026