Widerrufsrecht
Return & Refund Policy
At Costenia, we want every customer to order with confidence. If you experience any issue with your purchase, our support team is available 7 days a week and will work with you to reach a fair and timely resolution.
Please read this policy carefully before requesting a return, replacement, or refund.
1. 90-Day Satisfaction Guarantee
Eligible physical products are backed by our 90-Day Satisfaction Guarantee, beginning on the date your order is delivered.
We encourage you to use the product during this period to determine whether it is suitable for your needs.
If, after giving the product a fair opportunity, you are not satisfied, you may request a return in accordance with this policy.
The 90-Day Satisfaction Guarantee applies to the amount paid for the eligible physical product only. Digital products, downloadable content, delivery protection, shipping charges and other non-refundable services or add-ons are excluded, except where a refund is required by applicable law.
2. Return Eligibility
Returns must be requested within 90 days of delivery.
To be eligible for a return:
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The return request must be submitted within the 90-day guarantee period.
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The physical product should be returned with all supplied physical accessories.
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Original packaging is appreciated where reasonably available but is not mandatory.
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Proof of purchase may be required.
To begin a return, please contact us at:
If your return is approved, we will provide:
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Return authorization
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Return instructions
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Our designated return address
Items returned without prior authorization may not be accepted.
3. Return Shipping
Unless otherwise required by applicable law:
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Customers are responsible for return shipping costs.
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We do not provide prepaid return labels.
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International return shipping charges, customs duties, taxes and import fees are non-refundable.
4. Restocking Fee
Returns made under our voluntary 90-Day Satisfaction Guarantee may be subject to a 10% restocking fee, unless otherwise required by applicable law.
The fee may cover:
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Product inspection
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Sanitization
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Handling
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Repackaging
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Processing costs
Where applicable, the fee will be deducted from the refundable amount.
This restocking fee does not apply where charging such a fee would conflict with a customer's statutory consumer rights.
5. Refunds
Once your returned item has been received and inspected:
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We'll notify you whether your refund has been approved.
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Approved refunds are issued to the original payment method.
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Refunds under our 90-Day Satisfaction Guarantee are calculated based on the amount paid for the eligible physical product only.
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Non-refundable digital products, delivery protection, shipping charges and other excluded add-ons are not included when calculating the refundable product amount, except where otherwise required by law.
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Please allow up to 10 business days for your bank or card provider to process an approved refund.
If more than 15 business days have passed since your refund was approved, please contact:
6. Digital Products & Downloadable Content
Digital products may include, but are not limited to:
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eBooks
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Digital guides
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Downloadable manuals or programs
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Digital bonus content
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Other electronically supplied products
Once digital content has been supplied, downloaded, accessed or made available to the customer, it is non-refundable to the extent permitted by applicable law.
Digital products are separate from the physical product and are not included when calculating refunds under our voluntary 90-Day Satisfaction Guarantee.
Where applicable consumer law provides cancellation rights for digital content, those statutory rights will continue to apply.
7. Delivery Protection
Premium Delivery Protection and similar optional shipping-protection services are separate services from the physical product.
Once an order has been dispatched and the protection service has commenced, the delivery protection fee is non-refundable, except where otherwise required by applicable law.
Delivery Protection fees are not included when calculating partial or percentage-based refunds relating to the physical product.
For example, a 50% partial refund of a physical product means 50% of the amount paid for that eligible physical product, not 50% of the total order value where the order also contains digital products, delivery protection, shipping or other excluded items.
8. Alternative Resolution (No-Return Refunds)
In some situations, and entirely at our discretion, we may offer an alternative resolution instead of requiring a return.
This may include:
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Partial refund
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Replacement
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Store credit
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No-return refund
This option may be offered where:
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Return shipping costs are unusually high.
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Returning the item would create unnecessary hardship.
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A faster resolution benefits both parties.
Any percentage-based partial refund offered in relation to a physical product is calculated against the amount paid for that eligible physical product, excluding non-refundable digital products, delivery protection, shipping charges and other excluded add-ons.
9. Damaged, Incorrect or Defective Products
Please inspect your order upon delivery.
If your item:
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arrives damaged,
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arrives incorrect,
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develops a manufacturing defect,
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or does not function as intended,
please contact us as soon as possible, preferably within 7 days of discovering the issue, so we can investigate and make things right.
To assist our investigation we may request:
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Photos
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Videos
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A description of the issue
After reviewing the circumstances, we may provide:
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Troubleshooting assistance
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Replacement device
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Replacement parts
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Partial refund
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Full refund
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Another appropriate resolution
Nothing in this section limits any statutory rights available to you for faulty or misdescribed goods.
10. 1-Year Limited Warranty
Every eligible physical product includes a 1-Year Limited Warranty covering genuine manufacturing defects under normal consumer use.
If your product develops a manufacturing fault during the warranty period, please contact our support team before disposing of the product or attempting repairs.
Where appropriate, we may provide:
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Technical troubleshooting
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Replacement parts
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Replacement device
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Alternative resolution
The warranty does not cover:
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Accidental damage
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Misuse
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Improper handling
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Unauthorized modifications
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Normal cosmetic wear
This warranty is provided in addition to, and does not replace, statutory consumer rights that may apply.
11. Customer Support Before Payment Disputes
We strongly encourage customers to contact our support team before opening a chargeback or payment dispute.
Most concerns—including shipping delays, damaged or defective products, warranty claims, missing accessories and refund requests—can usually be resolved quickly through our customer support process.
Our goal is to resolve every issue fairly and promptly.
By contacting us first, customers give us the opportunity to investigate the matter and provide an appropriate resolution.
12. Shipping Delays
Delivery timeframes shown on our website are estimated delivery times and are not guaranteed delivery dates unless expressly stated otherwise.
Occasionally, shipments may experience delays outside our direct control, including:
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Customs inspections
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Carrier delays
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Severe weather
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Public holidays
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Transportation disruptions
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Government processing
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Security inspections
If your shipment is delayed, we will work with the carrier where appropriate to investigate and assist until the shipment is delivered or another appropriate resolution is reached.
13. Exchanges
We do not generally offer direct exchanges.
If you would like a different item, please contact our support team to discuss the available options.
Defective-product replacements made under our warranty are not considered exchanges for the purposes of this section.
14. Non-Returnable & Non-Refundable Items
Unless otherwise required by applicable law, the following are non-returnable and/or non-refundable where applicable:
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Digital products and downloadable content once supplied, accessed or downloaded
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eBooks and digital guides
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Premium Delivery Protection or similar protection services once the service has commenced
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Gift cards
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Personalized or custom-made products
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Perishable goods
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Hazardous materials
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Flammable liquids or gases
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Original shipping charges and other delivery fees, except where required by law
The 90-Day Satisfaction Guarantee applies only to eligible physical products and does not automatically extend to separate digital products, services or add-ons included in the same order.
If you are unsure whether an item is eligible, please contact us.
15. European Union & UK Consumer Rights
Customers in the European Union and United Kingdom may have statutory rights in addition to our voluntary 90-Day Satisfaction Guarantee.
Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded.
European Union Customers
If your order is delivered within the European Union, you may have a statutory right to cancel certain distance purchases within 14 days of receiving the goods, without giving a reason.
Different rules may apply to digital content once its supply has begun with the customer's consent.
Your statutory consumer rights are not affected by our voluntary 90-Day Satisfaction Guarantee.
United Kingdom Customers
UK customers may have statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable consumer protection legislation.
These statutory rights are separate from and are not limited by our voluntary 90-Day Satisfaction Guarantee.
16. Agreement to These Terms
By placing an order through our website, you acknowledge that you have been provided access to this Return & Refund Policy.
Nothing in this section removes or restricts statutory rights that cannot legally be waived or excluded.
Customer Support
If you have any questions, we're here to help.
Our support team is available 7 days a week and is committed to resolving issues quickly, fairly and professionally.