Exchange & returns

Purchases on Kaspi.kz and Wildberries

A product bought on a marketplace is returned under that marketplace's rules: start the return in the Kaspi.kz app or in your Wildberries account. If it is a quality question, message us on WhatsApp at +7 (700) 155-09-09 and we will sort it out.

Wholesale orders

Check quantity and quality when you collect the goods at the warehouse. Claims for obvious defects are accepted within 5 business days, under the supply contract.

The rules below apply to retail orders placed on cosmex.kz before 15 October 2026.

14-day return guarantee

Under the Law of the Republic of Kazakhstan "On Consumer Protection", you can return or exchange a product of proper quality within 14 days of purchase (not counting the day of purchase).

Return conditions

A product is accepted for return if:

Products that cannot be returned

Under the legislation of the Republic of Kazakhstan, products of proper quality in the personal hygiene and perfume-and-cosmetics categories cannot be returned or exchanged:

A defective or damaged product is accepted for return regardless of these restrictions.

How to return

1. Contact us at +7 (700) 155-09-09 or on WhatsApp — we will help you file a request
2. Bring the product to the Cosmex warehouse in your city — our manager will give you the address and hours
3. We check the product and process the return

Warehouses that accept returns:

Refund timing

The money is refunded within 3–10 business days after we accept the product, using the same method the order was paid with: via Kaspi.kz — to your Kaspi, by invoice — to your bank account.

For any exchange and return questions: [email protected], +7 (700) 155-09-09.