Refunds and Returns Policy for Cosmos Trade Shop Photoceramics

Effective Date: 01 July 2024

At Cosmos Trade Shop Photoceramics, customer satisfaction is extremely important to us.
We take great care in producing high-quality ceramic memorial products.
Because our products are custom-made and personalized, this policy outlines your rights and our obligations in accordance with the Law on Consumer Protection of the Republic of Serbia and applicable EU consumer protection regulations.

1. Change of Mind

Because all our products are custom-made, personalized, and produced according to the customer’s specific instructions, we cannot offer refunds or exchanges for change of mind.

Please double-check all details—including spelling, dates, images, and design choices—before completing your order.

2. Faulty or Damaged Items

If the product you receive is:

• faulty
• damaged during delivery
• significantly different from what was agreed or described

—you may be eligible for a replacement or refund.

How to Report an Issue

Please contact us at info@cosmostrade.shop within 7 days of receiving your order.

Include the following:

1. Your order number
2. A description of the issue
3. Clear photos showing the defect or damage
4. Photos of the packaging (if damage occurred during transport)

Resolution Process

If the issue is confirmed, we will offer one of the following:

• A replacement of the product
• A full or partial refund to the original payment method

In some cases, we may request that the item be returned for inspection.

3. Incorrect Orders (Our Error)

If you receive the wrong product due to an error on our part, we will:

• Send the correct product at no additional cost
• Cover the return shipping costs for the incorrect item

Please notify us within 7 days of receiving the incorrect order.

4. Return Conditions

To ensure proper processing:

• Items must be returned in their original packaging, if applicable
• Personalized items cannot be refunded if the error was caused by incorrect information provided by the customer
  (e.g., wrong names, dates, or uploaded images)

5. Non-Refundable Items

The following items are not eligible for refunds unless faulty or damaged:

• Custom-made or personalized items produced according to correct specifications
• Gift cards or promotional vouchers (if offered)

6. Refund Processing

Approved refunds will be processed within 10 business days from the moment we receive the returned product (if applicable).

Refunds are always issued to the original payment method.
Please note that banks or payment processors may require additional time to display the refunded amount.

7. Contact Us

If you have any questions or wish to start a return or claim, please contact us:

• Email: info@cosmostrade.shop
• Phone: +381-63-658-654
• Address: Veliko Golovode 46, 37000 Kruševac, Serbia

Thank you for choosing Cosmos Trade Shop Photoceramics.
We appreciate your trust and are committed to resolving all issues quickly, fairly, and professionally.