Return & Refund Policy

Thank you for shopping with https://kosasurge.com/. We want you to feel confident when purchasing our skincare and beauty products. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

Due to the personal nature of skincare and beauty products, we can only accept returns under the following conditions:

  • The item is unused, unopened, and in its original packaging

  • The item is returned with all seals, labels, boxes, and protective packaging intact

  • The return request is made within 14 days of delivery

  • The item was purchased directly from our website

For hygiene and safety reasons, we cannot accept returns for products that have been opened, used, tested, damaged after delivery, or are missing original packaging.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used skincare products

  • Opened or used makeup or beauty products

  • Products with broken safety seals

  • Items damaged due to improper use or storage

  • Final sale items or promotional items

  • Gift cards

  • Free gifts or samples

  • Products purchased from third-party retailers

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • Photos of the item

  • Photos of the packaging

  • A brief description of the issue

Once we review your request, we will offer a suitable solution, such as a replacement, refund, or store credit, depending on the situation.

4. Allergy or Skin Reaction Notice

Everyone’s skin is different, and results may vary from person to person. We recommend reviewing the ingredient list carefully before use and performing a patch test before applying any skincare or beauty product.

We are not responsible for allergic reactions, irritation, or skin sensitivity caused by individual skin conditions or ingredient sensitivities. Opened or used products cannot be returned due to personal skin reactions unless the product is confirmed to be defective.

If you experience discomfort, please stop using the product immediately and consult a healthcare professional if needed.

5. Return Process

To request a return, please contact us at:

Email: johnnie.reninger@gmail.com

Please do not send any products back without contacting us first. Returns sent without prior approval may not be accepted.

Once your return request is approved, we will provide return instructions. The item must be shipped back within the time frame provided in our return instructions.

6. Return Shipping Cost

Customers are responsible for return shipping costs unless the return is caused by our error, such as receiving a wrong, damaged, or defective item.

Original shipping fees, if any, are non-refundable. Since we offer free shipping within the United States, the original shipping cost may not be refunded separately.

We recommend using a trackable shipping service, as we are not responsible for returned packages that are lost in transit.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.

8. Partial Refunds

Partial refunds may be granted in certain cases, including but not limited to:

  • Items returned with minor packaging damage

  • Items missing non-essential packaging materials

  • Orders where only part of the order is eligible for refund

We reserve the right to refuse a refund if the returned item does not meet our return requirements.

9. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the eligible item first and place a new order after your return is approved.

10. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at:

Email: johnnie.reninger@gmail.com

If your order has not yet been processed or shipped, we will do our best to cancel it. Once an order has been processed or shipped, it cannot be canceled and must follow our return process.

11. Lost or Stolen Packages

We are not responsible for lost or stolen packages that are marked as delivered by the carrier. If your package shows as delivered but you have not received it, please check with your neighbors, building management, or local carrier first.

You may contact us for assistance, and we will do our best to help you check the shipment status.

12. Contact Us

For any questions about returns, refunds, or order issues, please contact us at:

Email: johnnie.reninger@gmail.com