Refund policy
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
Every purchase is 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.
2. Return Eligibility
Returns must be requested within 90 days of delivery.
To be eligible for a return:
- The return request must be submitted within the 90-day guarantee period.
- The product should be returned with all supplied accessories.
- Original packaging is appreciated where reasonably available but is not mandatory.
- Proof of purchase may be required.
To begin a return, please contact us at:
If your return is approved, we will provide:
- Return authorization
- Return instructions
- Our designated return address
Items returned without prior authorization may not be accepted.
3. Return Shipping
Unless otherwise required by law:
- Customers are responsible for return shipping costs.
- We do not provide prepaid return labels.
- International shipping charges, customs duties, taxes, and import fees are non-refundable.
4. Restocking Fee
Approved returns are subject to a 10% restocking fee.
This covers:
- Product inspection
- Sanitization
- Handling
- Repackaging
- Processing costs
The applicable fee will be deducted from the final refund.
5. Refunds
Once your returned item has been received and inspected:
- We'll notify you whether your refund has been approved.
- Approved refunds are issued to the original payment method.
- Please allow up to 10 business days for your bank or card provider to process the refund.
- Original shipping charges (where applicable) are non-refundable.
If more than 15 business days have passed since your refund was approved, please contact:
6. 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:
- Partial refund
- Replacement
- Store credit
- No-return refund
This option may be offered where:
- Return shipping costs are unusually high.
- Returning the item would create unnecessary hardship.
- A faster resolution benefits both parties.
7. Damaged, Incorrect or Defective Products
Please inspect your order upon delivery.
If your item:
- arrives damaged,
- arrives incorrect,
- develops a manufacturing defect,
- 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:
- Photos
- Videos
- A description of the issue
After reviewing the evidence, we may provide:
- Troubleshooting assistance
- Replacement device
- Replacement parts
- Partial refund
- Full refund
- Another appropriate resolution
8. 1-Year Limited Warranty
Every purchase 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:
- Technical troubleshooting
- Replacement parts
- Replacement device
- Alternative resolution
The warranty does not cover:
- Accidental damage
- Misuse
- Improper handling
- Unauthorized modifications
- Normal cosmetic wear
9. 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 products,
- defective products,
- warranty claims,
- missing accessories,
- 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 the fastest possible resolution.
10. Shipping Delays
Delivery timeframes shown on our website are estimated delivery times and are not guaranteed delivery dates.
Occasionally, shipments may experience delays outside our control, including but not limited to:
- Customs inspections
- Carrier delays
- Severe weather
- Public holidays
- Transportation disruptions
- Government processing
- Security inspections
If your shipment is delayed, we will work directly with the carrier to investigate and assist until the shipment is delivered or an appropriate resolution is reached.
11. Exchanges
We do not offer direct exchanges.
If you would like a different item, please request a return (if eligible) and place a new order.
12. Non-Returnable Items
The following items cannot be returned unless required by applicable law:
- Gift cards
- Personalized or custom-made products
- Perishable goods
- Hazardous materials
- Flammable liquids or gases
If you are unsure whether your item is eligible, please contact us before initiating a return.
13. European Union & UK Consumer Rights
If your order is delivered to a country within the European Union or the United Kingdom, you may have additional statutory rights under applicable consumer protection laws.
EU 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right:
- You must notify us within 14 days of delivery.
- The product must be returned within 14 days of notifying us.
- The item should be returned in a condition suitable for resale, together with any supplied accessories.
- Proof of purchase may be required.
Your statutory rights under EU consumer law are not affected by our 90-Day Satisfaction Guarantee.
United Kingdom Consumer Rights
Nothing in this policy limits or excludes any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.
14. Agreement to These Terms
By placing an order through our website, you confirm that you have:
- Read this Return & Refund Policy.
- Understood its contents.
- Agreed to these terms before completing your purchase.
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 any issue quickly, fairly, and professionally.