1. Contact Us
You can reach Cosmo Support by:
Email: Contact us on hello@explorecosmo.com
Please be ready to provide your Cosmo username and product serial number.
2. Key Terms
Here are defined terms that we will refer to throughout, so you know what we are talking about:
“Hardware”: means all Cosmo hardware Products, including all software bundled with the hardware, such as the licence to the Cosmo app.
“Products” mean any Cosmo products, including Software and Hardware.
3. Returns and refunds
Hardware. We want you to feel confident with your Cosmo Hardware. You may return your Cosmo Hardware within 30 days of purchase for any reason. You are only responsible for the cost of shipping the Hardware back to Cosmo if the Hardware has been dispatched. For the avoidance of doubt, the software bundled with the Hardware shall be governed by the same returns policy for the Hardware, and cannot be returned individually. Cosmo Hardware that are faulty may also come with a limited one year warranty as described in section 6 of our General Terms of Sale
Steps for Returns and Refunds. In order to exercise your right to return, you must notify us in writing by contacting Filisia and filling in the requested information. All returned Cosmo Products must be in their original condition. Unless the Cosmo Products are faulty or defective, all shipping, handling and return freight costs (as applicable) will be payable by you. We will refund you the price, less direct return freight costs we have paid on your behalf, as soon as possible and in any case within 14 days of either: (i) receipt by us of your notice of return of Hardware not yet dispatched to you; or (ii) receipt by us of the returned Hardware, if the Hardware have been dispatched to you, and/or deactivation and deregistration of the Software (which normally occurs with 3 business days after Filisia received notice of your request to return Software). Please note that you must take reasonable care of the Cosmo Products in your possession, and if Cosmo Products are returned to us in a damaged state, you will be responsible for any part of that damage which occurred whilst the
Products were in your care or control. You must also adhere to the Cosmo Terms of Use and End-User License Agreement, which governs your use of the Software.
EU Cooling Off-Period. EU law gives EU residents a 14-day right of withdrawal that is also known as a “Cooling Off Period,” for Hardware and Software bought online, but it only applies to Software that has not yet been downloaded and when it comes to our Hardware and Software, our own refund offering is more generous. Overall, much of the Cosmo return policy is more favourable than what is required under the law. In the event of a conflict between the Cosmo return policy and applicable local law, local law shall govern.
4. Transfers
Steps for Transfer. You may transfer your Cosmo Products by contacting Filisia Support and paying any applicable administrative fee.
Hardware. You will not incur an administrative fee when transferring Hardware, including the software bundled in such Hardware. Software licences bundled in such Hardware, such as the the key for unlocking your Cosmo software, cannot be transferred independently.
5. Repairs
If you feel that your Cosmo Product has developed a fault, please contact Filisia Support and they will be able to help you diagnose the issue. If our support decides a return or replacement might be needed under your Product’s applicable warranty and return policy, you will (in the case of Hardware) be issued a prepaid shipping label to your registered email address to print off.
You must use the prepaid shipping label provided or you will be responsible for any shipping costs to return the item. Please pack any Cosmo Product carefully in the supplied protective case. Once we receive your Cosmo Product, it will undergo further diagnosis by our technicians to determine whether or not the issue is covered by our warranty policy.
If the issue is deemed to fall within the scope of our warranty and return policy, we will either repair your Cosmo Product or send you a replacement Product to your registered address, free of charge. Please note that Cosmo Hardware must be returned for replacement within the one-year* warranty period further described in the General Terms of Sale. Should the issue not be covered under our warranty policy, e.g., because the fault was caused by negligence or due to damage caused by 3rd party goods, we can return the Cosmo Hardware to you, but this will be at your expense.
You can view Filisia’s warranty policy and product manuals here.
*You may have statutory rights under consumer laws and the laws of your country or state that give you greater rights than our limited one year warranty described above. See Section 6 of our General Terms of Sale for more detail.