Refusionspolitik
Refund, Return & Cancellation Policy
At Cosara, your satisfaction matters. We stand behind every product we make, and if something isn’t right, our Satisfaction Guarantee has you covered, we’ll work with you to make it right, quickly and discreetly.
Because we sell intimate personal wellness products, our return policy is a little different from the average online shop. This page explains exactly how returns, refunds, replacements, and cancellations work, so you always know where you stand.
Order Cancellation
If you need to cancel or change your order, please email hello@cosara.com within 12 hours of placing it. Because our fulfillment center moves quickly, we can’t guarantee cancellation once an order has been packed , but we’ll always do our best to help.
Once an order has been packed or shipped, it can no longer be cancelled. If you no longer want the item, the return and Satisfaction Guarantee sections below will apply instead.
Address changes follow the same 12-hour window. After that, we may not be able to redirect the package, and any orders returned to us due to an incorrect address will be treated as a standard return.
Returns — Unopened Items (within 30 days)
You have 30 days from the delivery date to request a return on any unopened item.
To be eligible, the item must be:
• Unused and in its original sealed packaging
• With all manufacturer seals and protective wrappers intact
• Accompanied by your receipt or proof of purchase
Due to the intimate nature of our products, we cannot accept returns on items whose seals have been broken, even if the product itself has not been used. This is the same standard followed by every reputable personal wellness brand and is required for hygiene and safety reasons.
How to start a return
Click here and follow the steps to start a return.
- Enter your email address and order number
- Select your return reaso. If your item is damaged or defective, add a short description and attach a photo or video so our team can assess it
- Choose your preferred resolution
- Submit your request for approval. Once approved, you'll receive a prepaid return label ,print it, attach it to your package, and drop it off at your nearest post office
Please do not send anything back before your return is approved. Items returned without approval cannot be accepted and may not be eligible for a refund.
Standard returns: Return shipping is at the buyer's expense. A $8.99 restocking fee applies, waived as a courtesy on your first return ONLY.
Damaged or defective items: No return shipping or restocking fee — please see the Satisfaction Guarantee section below for full details.
Standard return shipping is at the buyer’s expense. A $8.99 restocking fee applies to standard returns and is waived on your first return as a courtesy.
Satisfaction Guarantee — Opened or Used Items
If your product isn’t working as expected, our Satisfaction Guarantee has you covered. We will ask for a quick video of the issue to help us assess the situation, and to share with our partners so we can put the right measures in place and prevent it from happening again.
Because of hygiene and safety standards, we don’t accept returns on opened items and you don’t need to send anything back. Please dispose of the faulty item responsibly.
You can choose one of the following:
• Free reshipment — a brand-new replacement sent at no extra cost.
• Generous store credit — credit toward your next purchase, so you can explore other products from our range.
• Full refund — a full refund to your original payment method.
The Satisfaction Guarantee applies for up to 6 months from the original purchase date for product malfunction, and 60 days for any other dissatisfaction. It is offered as a one-time courtesy per customer, in good faith , we stand behind what we create, and we hope you’ll enjoy it in that same spirit.
Damaged Items & Shipping Damage
Please inspect your order on arrival and contact us within 48 hours of delivery if your package arrives damaged, opened, or with the wrong item. Send us a short photo or video so we can evaluate the issue and make it right immediately.
Shipping damage is handled directly by our team, they will guide you on the process. Product malfunctions that appear after delivery are handled under the Satisfaction Guarantee above.
Onwards Shipping Protection
At checkout, you have the option to add Onwards Shipping Protection to your order for a small additional fee. Onwards is an independent shipping-insurance service that covers your package against:
• Theft (including porch piracy and missing deliveries)
• Loss in transit
• Damage in transit
• Significant shipping delays
If any of these happen, file a claim through Onwards and you’ll receive a replacement or refund as quickly as possible, typically within a few business days of claim approval.
We strongly recommend adding Onwards at checkout, especially for higher-value orders and deliveries to apartment buildings, shared mailrooms, or unattended locations where porch piracy is more common.
Orders without Onwards protection are still covered by our standard damage and Satisfaction Guarantee policies above. However, cases of theft, loss, or carrier-caused delivery delays may not be eligible for replacement or refund unless Onwards coverage was added at the time of purchase.
Adverse Reactions
If you experience any irritation, sensitivity, or adverse reaction to one of our products, please stop using it immediately and contact us at hello@trycosara.com. We’ll cover you under the Satisfaction Guarantee with a full refund or store credit, whichever you prefer.
Non-Returnable Items
For hygiene, safety, and product-integrity reasons, the following cannot be returned:
• Any product whose seal, wrapper, or packaging has been opened
• Sale or clearance items
• Gift cards
• Personalized or final-sale items
If there’s an issue with one of these items, our Satisfaction Guarantee still covers you with a free replacement, refund, or store credit , no return required.
Exchanges
We don’t operate a traditional exchange program. The fastest way to get the item you want is to request a return on your original purchase (if it’s unopened and within the 30-day window), and place a new order for the replacement item separately. Our care team can guide you through this if you’d like help, just email hello@trycosara.com.
Refund Processing
We’ll let you know as soon as your return arrives and is inspected and confirm your refund within a few business days. For Satisfaction Guarantee claims, we’ll confirm your refund as soon as we’ve reviewed your claim, no return needed.
Approved refunds are issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved and you still haven’t seen it, please contact us at hello@cosara.com and we’ll look into it right away.
Wrong Address & Failed Delivery
If a package is returned to us because of an incorrect address provided at checkout, the customer is responsible for the cost of reshipment. Please double-check your shipping details before placing your order — and if you spot an error within 12 hours, email us right away so we can correct it before your order is packed.
International Orders
For customers in the European Union and the United Kingdom, statutory consumer rights apply in addition to this policy. You have the right to return any unopened item within 14 days of receipt for a full refund under EU Distance Selling rules and the UK Consumer Contracts Regulations. Where statutory rights and this policy differ, the more customer-favorable terms apply.
All other international customers are covered by the terms in this policy.
Chargebacks
We always prefer to resolve issues directly with our customers. If something has gone wrong with your order, please contact us at hello@trycosara.com before filing a chargeback with your bank or card issuer. In our experience we can almost always reach a faster, fairer outcome than the chargeback process would.
Discretion & Privacy
We know personal wellness purchases are personal. All orders ship in plain, discreet packaging with no product imagery on the outside. Returns and refunds are handled with the same discretion. Charges on your bank or card statement appear under a neutral merchant descriptor.
Right to Refuse
We reserve the right to refuse returns on Satisfaction Guarantee claims that show signs of misuse, tampering, or that do not meet the conditions described above. We also reserve the right to limit or decline service in cases of repeated or excessive refund or return activity, in line with industry best practices for fraud prevention.
Need Help?
Questions about a return, refund, replacement, or cancellation? We’re here to help — reach out anytime at hello@cosara.com and our care team will get back to you within one business day.