Refund policy

Returns, Exchange & Warranty Policy

At Cosymor, every product is quality-checked, photographed, and sealed before it leaves our facility. We stand behind what we make — and this policy explains exactly how we take care of you.

Our Promise at a Glance
7-Day Comfort Exchange Wrong size or loft? Swap it for another Cosymor product within 7 days.
1-Year Foam Warranty Covered against foam sagging and manufacturing defects for 12 months.
Quality Checked Before Dispatch Every order is inspected and photographed before it ships.
48-Hour Damage Protection Damaged or wrong item delivered? Report within 48 hours with your unboxing video and we'll make it right.

1. 7-Day Comfort Exchange

Comfort is personal — and sometimes the loft or firmness you chose isn't the right fit for your sleep style. We've got you.

What's included:

  • Exchange your product for a different Cosymor model, size, or variant within 7 days of delivery.
  • One exchange per order.
  • You pay only the price difference (if any) and shipping for the exchange.

Conditions for exchange:

  • Product must be in unused or gently tried condition, with the inner protective cover, tags, and original packaging intact.
  • The batch code label inside the cover must be intact and match your order.
  • Exchanges are initiated by emailing contact@cosymor.com or messaging us on WhatsApp with your Order ID.

Please note: As pillows and support cushions are personal hygiene products, we do not offer "change of mind" refunds. Used products cannot be returned for a refund — this protects every Cosymor customer, because no product you receive from us has ever been used by anyone else.

2. Wrong Item or Transit Damage — 48-Hour Window

If your order arrives damaged, or you received the wrong product, we will replace it free of cost — no questions, no shipping charges.

To process your claim, we require:

  1. Report within 48 hours of delivery via email or WhatsApp.
  2. A continuous, unedited unboxing video that shows:
    • The sealed package with the shipping label (AWB number) clearly visible,
    • The package being opened in one uncut shot,
    • The product and the issue.
  3. Photographs alone, or edited/cut videos, cannot be accepted for damage or wrong-item claims.

Why a video? Every Cosymor order is photographed before dispatch with its shipping label. Your unboxing video lets us match your delivery to our dispatch records and resolve genuine claims within 24–48 hours — usually faster than any return process in the industry.

We strongly recommend recording every unboxing. It takes 60 seconds and guarantees instant protection.

3. 1-Year Limited Warranty

Every Cosymor product carries a 12-month warranty from the date of delivery against manufacturing defects.

Covered under warranty:

  • Foam sagging or loss of more than 20% of original height/resilience under normal use
  • Stitching failures or seam separation
  • Zipper defects on product covers

Not covered under warranty:

  • Variations within manufacturing tolerance — product specifications (dimensions, weight, foam density) may vary by ±5%, which is normal in foam manufacturing and does not constitute a defect
  • Normal softening of memory foam over time (this is expected behaviour of memory foam and improves comfort)
  • Stains, odours, discolouration, or wear on the outer cover
  • Damage caused by machine-washing or soaking the foam core (foam cores must never be washed — only the removable cover is washable)
  • Cuts, burns, pet damage, or damage from misuse
  • Products used in commercial settings (hotels, clinics, salons)
  • Products purchased from unauthorised resellers or without a valid Cosymor Order ID

How to claim:

  1. Email contact@cosymor.com with your Order ID.
  2. Share a single continuous video showing:
    • The defect clearly (e.g., pressing the foam and showing its recovery),
    • The product from multiple angles,
    • The batch code label inside the cover in the same shot.
  3. Our team may request additional photos/video from specific angles, or doorstep pickup of the product for inspection at our cost, before resolution.

Resolution: Verified warranty claims are resolved by repair or replacement at Cosymor's discretion. One warranty claim per product. Replacement products carry the remaining warranty period of the original purchase.

4. Delivery Responsibility

  • Risk in the products passes to you upon delivery to the address provided at checkout.
  • You are responsible for providing an accurate and complete delivery address. We are not liable for orders delivered to an incorrectly or incompletely supplied address, and such orders are not eligible for refund or free replacement.
  • If a delivery is refused or is undeliverable due to customer unavailability after courier attempts, re-shipping charges may apply, or the order may be cancelled with shipping and COD handling costs deducted from any refund.

5. Refund Policy

Refunds are issued only in the following cases:

  • We shipped the wrong item and a replacement is not available
  • A verified manufacturing defect where replacement is not possible
  • A prepaid order cancelled before dispatch

Refunds are processed to the original payment method within 5–7 business days of approval. Cash-on-delivery refunds are processed via UPI/bank transfer.

6. Claim Verification & Fair Use

We keep our prices honest by keeping our claims process honest. To protect genuine customers:

  • All claims require the verification steps described above. Claims that cannot be verified — including missing batch codes, edited videos, or evidence that does not match our dispatch records — will not be processed.
  • Cosymor reserves the right to require return of the original product (pickup at our cost) for physical inspection before issuing any replacement or refund.
  • We maintain dispatch photographs, batch records, and courier proof-of-delivery for every order.
  • Accounts with repeated unverifiable claims, refused inspections, or claim patterns inconsistent with fair use may be restricted from future purchases. Suspected fraudulent claims may be reported to payment partners and relevant authorities.
  • This policy does not limit your statutory rights under the Consumer Protection Act, 2019.

7. How to Reach Us

  • Email: contact@cosymor.com
  • Hours: Mon–Sat, 10 AM – 7 PM IST

Genuine issues are resolved fast — most verified claims are closed within 48 hours. We'd rather replace a product in two days than lose your trust in two minutes.

Cosymor — Crafted for deeper comfort. Backed by people who stand behind it.