Returns & Refunds Policy
Returns & Refunds Policy
Product Returns Policy
If your product is damaged, defective, incorrect, or incomplete when delivered, please submit a return request through your COSCO account, email us at support@mycosco.lk, call us at 071 2 888 887, or use the online chat. Make sure to raise the return request within 14 days of delivery for eligible products.
Valid Reasons to Return a Product
- Damaged Product: The product is physically broken, defective, or unusable (e.g., it won’t switch on).
- Incomplete Product: Some items or accessories are missing from the delivery.
- Incorrect Product: The product is not what you ordered—wrong item, size, color, fake, or expired.
- Mismatch with Description: The product does not match the description or picture shown on the COSCO website or social media.
- Does not Fit: The product’s size is not suitable.
If you have problems with electronic appliances or mobile phones after using them and the return period has ended, check if they are still under warranty. For more details, see our Warranty & Service Policy.
For some categories, we accept returns for a change of mind. See the section below on Return Policy by Category for more information.
Return Policy by Category
| Main Category | Sub Categories | Returnable | Change of Mind |
|---|---|---|---|
| Phones & Tablets | Phones, Tablets, Batteries & Chargers, Earphones & Headsets, Mobile & Tablet Accessories | Within 14 days of delivery | Not allowed |
| Fashion | Clothing, Apparel, Sunglasses, Shoes & Accessories | Within 14 days of delivery | Allowed |
| Bags, Eyewear, Jewellery, Watches | Within 14 days of delivery | Not allowed | |
| Women’s Intimate Apparel & Men’s Innerwear | Non-returnable | Not allowed | |
| Beauty & Health | Makeup, Fragrances, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health | Within 14 days of delivery | Not allowed |
| Computing & Gaming | Laptops, Components, Processors, Projectors, Storage, Printers, Scanners, Headphones, Speakers, Consoles & PC / Video Games, Gaming Consoles & Accessories | Within 14 days of delivery | Not allowed |
| All software products | Non-returnable | Not allowed | |
| TV, Audios, Cameras, Home Appliances | Televisions, Headphones, Speakers, Cameras, Drones, Lenses, Flashes, Filters, Microphones, Video Glasses, Remote Controllers, Musical Instruments, Audio & Entertainment Equipment, Portable Players, Home Appliances | Within 14 days of delivery | Not allowed |
Conditions for Returns
-
Product Condition:
- The product must be unused, unworn, and unwashed, with no damage or flaws.
- Trying on fashion items to check the fit is allowed and still counts as unworn.
-
Original Items Included:
- The product must include original tags, user manuals, warranty cards, freebies, invoice, and all accessories.
-
Packaging:
- The product must be returned in its original, undamaged packaging or box.
- Do not apply tape or stickers directly to the manufacturer’s packaging or box.
If the returned item does not meet these conditions, we may reject the refund request. Rejected items will be sent back to you within 6–8 days.
Product Return Process
- How to return a product through your COSCO account
- How to return a product through online support chat, email, or a quick phone call
Refunds Policy
If your product is eligible for a refund, it will be issued in accordance with your original payment method, as illustrated in the table below:
| Payment Methods | Refund Method | Refund Timeline |
|---|---|---|
| Debit/ Credit card | Debit/ Credit Card Payment Reversal | 5 to 7 working days |
| Bank Transfer | Bank Transfer | 3 to 5 working days |
| Equated Monthly Instalments (EMI) | Debit/ Credit Card | 5 to 7 working days |
| KOKO Pay, PayHere, iPay, Onepay | Debit/ Credit Card | 10 working days |