Returns, Damages and Credits

This Returns, Damages and Credits Policy applies to purchases made from The Cosmic Distro through cosmicdistro.shop, an approved wholesale account, an invoice, a sales representative or another authorised ordering method.

This policy forms part of our Terms and Conditions. By accepting delivery or pickup of an order, you agree to follow the inspection, documentation and claims procedures described below.

Scope of This Policy

This policy covers claims involving:

• Products damaged before or during delivery.
• Missing products or shortages.
• Incorrect products or quantities.
• Products with material manufacturing defects.
• Compromised, leaking or visibly tampered packaging.
• Approved product returns.
• Account credits and authorised refunds.
• Product recalls, embargoes and safety notices.

This policy applies primarily to wholesale business transactions. Additional terms may appear on an invoice, order confirmation, promotional offer or written agreement.

When an order-specific written term conflicts with this policy, the order-specific term will control to the extent of that conflict, unless prohibited by applicable law.

Wholesale Sales Are Generally Final

Because our products are sold through wholesale and restricted business channels, completed sales are generally final.

We do not accept returns simply because:

• You changed your mind.
• A product is selling more slowly than expected.
• You ordered an incorrect product or quantity.
• Your customers no longer want the product.
• You found a different price after purchasing.
• You no longer have storage space for the inventory.
• Your business circumstances changed after acceptance.

Exceptions may be approved for verified damage, shortage, incorrect fulfilment, qualifying defects, recalls or other circumstances that The Cosmic Distro accepts in writing.

Nothing in this policy limits rights or remedies that cannot legally be waived.

Inspecting Your Order

You or your authorised representative must inspect each order promptly when it is delivered or collected.

Before signing a delivery document or confirming receipt, check:

• The number of cartons, cases and individual units.
• The product names, varieties and quantities.
• Whether outer cartons are crushed, wet, torn or punctured.
• Whether seals, labels or packaging appear compromised.
• Whether products are leaking, broken or visibly damaged.
• Whether the delivered order matches the invoice.

Visible damage or shortages should be written on the delivery document before the order is accepted whenever possible.

Signing for an order without noting visible damage may affect our ability to recover the loss from a delivery provider, but it does not automatically prevent you from submitting a documented claim.

Claim Reporting Deadlines

To help us investigate claims promptly, the following reporting periods apply unless your invoice states otherwise.

Claims submitted after the applicable period may be denied when the delay prevents us from verifying the condition, delivery history, inventory records or cause of the problem.

We may consider a late claim when exceptional circumstances are documented or when applicable law, a recall or a safety notice requires further action.

How to Submit a Claim

Send claims to:

Include the following information:

• Your legal business name.
• Your account email address.
• The order or invoice number.
• The delivery or pickup date.
• The affected product name and variation.
• The quantity affected.
• The batch, lot or package number where available.
• A clear description of the problem.
• Clear photographs or video of the affected products.
• Photographs of cartons, seals, labels and packaging.
• A copy or image of relevant delivery documentation.
• The resolution you are requesting.

Incomplete claims may take longer to investigate. We may request additional photographs, video, documents or product information before making a decision.

Damaged or Compromised Products

A product may qualify for review when it arrives:

• Broken or physically damaged.
• Leaking or visibly contaminated.
• Crushed to the point that it cannot reasonably be sold.
• With a materially broken or compromised seal.
• With packaging that appears opened or tampered with.
• In a condition materially different from the confirmed order.

Cosmetic imperfections that do not affect the product’s identity, compliance, function or reasonable resale condition may not qualify for a credit or replacement.

Do not use, open, transfer, alter, relabel, destroy or resell a product that is the subject of a damage claim.

Keep the affected product, carton and packaging until we provide written instructions or confirm that the claim has been resolved.

Missing, Shorted or Incorrect Items

Report missing products, quantity shortages and incorrectly fulfilled items within 24 hours after delivery or pickup.

When investigating a shortage, we may review:

• The accepted order and invoice.
• Packing and fulfilment records.
• Carton and case counts.
• Product weights where relevant.
• Delivery documentation.
• Photographs or video supplied with the claim.
• Internal inventory and verification records.

If we confirm that an item was omitted or incorrectly fulfilled, we may provide a replacement, account credit, invoice correction or another appropriate remedy.

Do not open, use or resell an incorrect product if you are requesting permission to return it.

Defective Products

A defective-product claim must identify the specific failure or material problem.

Examples may include:

• A device that does not function as intended upon receipt.
• A material packaging or sealing defect.
• An apparent manufacturing defect.
• A product affected by a verified batch issue.
• A product that is materially inconsistent with its label.

We may require photographs, video, batch information or manufacturer evaluation before approving a remedy.

Ordinary wear, customer misuse, improper storage, unauthorised modification or damage occurring after delivery does not qualify as a manufacturing defect.

Stop selling or transferring any product that may present a safety, contamination, labelling or compliance concern and contact us immediately.

Return Authorization Required

Do not return products without prior written authorization from The Cosmic Distro.

Before authorising a return, we may provide:

• A return authorization number.
• Instructions for isolating the affected inventory.
• A return destination or collection procedure.
• Packaging and documentation requirements.
• Instructions for secure or compliant disposal.
• A deadline for completing the authorised return.

Products sent or delivered without authorisation may be refused and may not qualify for a refund, replacement or credit.

The party responsible for return transportation costs will be determined according to the cause of the return and the written authorization.

Nonreturnable Products

Unless otherwise approved in writing or required by law, products are not returnable when:

• The customer changed their mind.
• The wrong product or quantity was ordered by the customer.
• The inventory is selling slowly.
• The product has been opened, used or sampled.
• The product has been resold or transferred.
• The original label, seal or packaging has been removed.
• The product has been altered, relabelled or repackaged.
• The product was stored or handled improperly after delivery.
• The product was damaged after delivery or pickup.
• The claim lacks reasonable supporting documentation.
• The applicable claim deadline has passed.
• The product was specially ordered or reserved.
• The product expired after being held by the purchaser.

A product that is normally nonreturnable may still be subject to separate instructions when affected by a recall, embargo or safety notice.

Available Remedies

After reviewing an eligible claim, The Cosmic Distro may provide one or more of the following remedies:

• Replacement of the affected product.
• Replacement of the missing quantity.
• Account credit.
• Correction or adjustment of the invoice.
• Refund to an approved payment method.
• Exchange for a comparable product where agreed.
• Instructions relating to a recall or compliant disposal.
• Another commercially reasonable resolution.

The appropriate remedy depends on:

• The nature of the problem.
• The evidence provided.
• Product and replacement availability.
• The product’s condition.
• Manufacturer or supplier requirements.
• Delivery-provider investigation results.
• Applicable legal and regulatory requirements.

Approval of one claim does not require approval of a different or future claim.

Account Credits

Approved credits may be added to the purchaser’s wholesale account or applied to an outstanding or future order.

Unless otherwise confirmed in writing:

• Credits are issued to the original purchasing account.
• Credits are not transferable to another business or account.
• Credits cannot be resold or exchanged for cash.
• Credits may be applied only to eligible purchases.
• Credits do not create a bank or stored-value account.

We may apply an approved credit against an outstanding balance before it is used toward a new order.

Credits resulting from a recall or regulatory action may be subject to separate written instructions.

Approved Refunds

Refunds are issued only after approval by The Cosmic Distro.

When a refund is approved:

• It will normally be returned through the original payment method.
• We may require confirmation of the original transaction.
• Processing time may depend on the payment provider or bank.
• Delivery or processing fees may be nonrefundable.
• Only the approved product quantity or amount will be refunded.

A refund is not complete until it has been processed by both The Cosmic Distro and the applicable payment provider.

Bank, card or payment-provider posting times are outside our direct control.

Product Recalls, Embargoes and Safety Notices

Normal final-sale and reporting restrictions may not apply when a product is affected by:

• A mandatory product recall.
• A voluntary manufacturer or distributor recall.
• A government embargo or hold.
• A contamination or testing concern.
• A packaging or labelling compliance issue.
• Another verified product-safety notice.

If you receive a recall or safety notice, you must:

• Immediately stop selling or transferring the affected product.
• Identify and separate all affected inventory.
• Preserve the original packaging and batch information.
• Follow the instructions provided in the notice.
• Maintain any records required for the affected inventory.
• Contact us if you need clarification or account assistance.

Do not destroy, return, transfer or dispose of affected products unless instructed to do so through an authorised recall, regulatory or written business procedure.

Remedies for affected inventory may include replacement, credit, refund, return, quarantine or disposal instructions, depending on the applicable recall and legal requirements.

Refusing a Delivery

You may refuse a delivery when:

• The shipment is materially different from the confirmed order.
• The shipment has severe and obvious external damage.
• The required delivery documentation is materially incorrect.
• The delivery cannot legally be accepted at the location.
• The recipient or delivery cannot be properly verified.

Contact us immediately before refusing a delivery whenever reasonably possible.

Refusing a delivery does not automatically create a right to a full refund or credit. We may investigate the circumstances, product condition, fulfilment status and costs incurred.

Unauthorised refusal, missed delivery, unavailable recipients or incorrect purchaser information may result in redelivery, handling or restocking charges.

Payment Disputes and Chargebacks

Contact us at sales@cosmicdistro.shop before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the issue.

When a payment dispute is filed, we may provide the payment provider with relevant records, including:

• The accepted order and invoice.
• Account and verification records.
• Payment authorization records.
• Delivery or pickup confirmation.
• Communications concerning the order.
• Claim documents and photographs.
• The applicable website and order policies.

Fraudulent or abusive chargebacks may result in account suspension, cancellation of pending orders or restriction of future purchasing privileges.

False, Excessive or Abusive Claims

Claims must be honest, accurate and supported by genuine information.

We may deny a claim or restrict an account when we reasonably determine that:

• Photographs or documents have been altered.
• The same loss has been submitted more than once.
• The reported condition is inconsistent with available records.
• The product was damaged after delivery.
• The product was used or resold before the claim was submitted.
• Important facts were intentionally withheld.
• The claims process is being used fraudulently or abusively.

We may request additional verification or require different payment and fulfilment arrangements for accounts with repeated claims.

Changes to This Policy

We may update this policy to reflect changes in:

• Our ordering and fulfilment procedures.
• Our product categories.
• Delivery-provider requirements.
• Manufacturer or supplier procedures.
• Payment and account-credit practices.
• Legal and regulatory requirements.

The revised policy will be posted on this page with an updated “Last Updated” date.

The policy in effect when an order is accepted will generally apply to that order, except where a recall, safety notice, regulatory instruction or applicable law requires a different procedure.

Contact Us

Submit damaged-product, shortage, incorrect-item, return and credit inquiries using the information below.

Use the subject line “Order Claim – [Your Order Number]” to help us locate and review your order.