Refund Policy
Our refund, cancellation, and return policies for all services
Last Updated: February 24, 2026
1. General Refund Policy
At Cosmic Trading, we strive to ensure customer satisfaction across all our platforms and services. This Refund Policy outlines the conditions, process, and timelines for refunds across all CosmicTRD services.
Approved refunds are processed to your platform wallet within 7-14 business days. Cash refunds to bank accounts are processed on a case-by-case basis and may take up to 30 business days.
2. Product Sourcing Refunds
2.1 Order Cancellation
| Stage | Cancellation | Refund |
|---|---|---|
| Before paid to supplier | Allowed | Full refund (minus query credits used) |
| Before supplier ships to our warehouse | Subject to supplier policy | Full refund (minus query credits used & any fine by supplier) |
| After supplier ships to our warehouse | Subject to supplier policy | Partial refund minus restocking fees |
| Products received at our warehouse (pre-QC) | Case-by-case | Refund minus shipping & handling fees |
| QC approved & international shipping started | Not allowed | No refund |
| Delivered to customer | Not applicable | Quality dispute process only |
2.2 Quality Issues
If products fail our QC inspection, we will notify you with photos and details. You may:
- Request a full refund for defective items
- Request a replacement from the supplier
- Proceed with the order despite the defects
Quality disputes must be submitted within 7 days of receiving products, with supporting photos/videos.
2.3 Non-Refundable Items
- Used query credits
- Shipping charges for delivered orders
- Custom-manufactured or personalized products
- Products that passed QC inspection and were approved by the customer
- Products damaged due to customer-provided shipping instructions
3. Dropshipping Service Refunds
Subscription Cancellation: You may cancel your dropshipping subscription at any time. The cancellation takes effect at the end of the current billing period. No refund is issued for the current billing period.
Order Disputes: For orders fulfilled through our dropshipping platform, end-customer complaints and returns must be handled through your own store policies. We will assist with supplier returns where applicable.
Product Import Credits: Unused monthly product import credits do not roll over to the next month and are non-refundable.
4. Business Formation Refunds
| Stage | Refund |
|---|---|
| Before we begin processing | Full refund of service fee (state fees refunded if not yet submitted) |
| After processing has begun but before government submission | 50% refund of service fee |
| After government submission | No refund (government fees are non-refundable) |
| Application rejected by government | Free re-submission or 50% service fee refund |
State/Government Fees: Government filing fees are always non-refundable once submitted to the relevant authority, regardless of outcome.
Add-On Services: Bank account setup assistance, EIN registration, and payment gateway integration fees are non-refundable once the service has been initiated.
5. 3PL & Automation Refunds
FBA/FBM Prep: Prep service fees are non-refundable once processing has begun. If we make an error in labeling, packaging, or prep that causes Amazon rejection, we will re-process the affected items at no additional cost or issue a full refund of the prep fee.
Storage Fees: Storage fees are billed monthly and are non-refundable.
Returns Processing: Return processing fees are non-refundable once inspection is complete.
6. Shipping Refunds
Lost Shipments: If a shipment is confirmed lost by the carrier, we will issue a full refund of the shipping charges plus the declared value of the goods, up to the insured amount.
Damaged in Transit: For items damaged during shipping, submit a claim within 48 hours of delivery with photos. Approved claims receive a full refund or replacement shipment.
Delivery Delays: We do not offer refunds for delivery delays caused by customs, weather, carrier issues, or other force majeure events. However, we will provide full support in tracking and expediting delayed shipments.
Wrong Address: If a shipment is returned due to an incorrect address provided by you, re-shipping costs are your responsibility.
7. Wallet & Credits
Wallet Balance: Wallet balances can be refunded to your bank account upon request, minus any applicable fees. Minimum withdrawal amount is BDT 500.
Query Credits: Query credits are non-refundable and cannot be converted to cash. Bonus credits granted by admins expire after 6 months if unused.
8. How to Request a Refund
To request a refund:
- Log in to your customer portal at cosmictrd.io
- Navigate to the relevant order or service
- Submit a refund request through the platform with supporting documentation (photos, videos, screenshots as applicable)
- Our team will review your request within 3-5 business days
- If approved, the refund will be processed to your wallet within 7-14 business days
Alternatively, you may contact us directly at [email protected] or via WhatsApp.
9. Dispute Escalation
If you are not satisfied with a refund decision:
- First Level: Contact our support team for a review.
- Second Level: Request escalation to a senior manager by emailing [email protected] with "ESCALATION" in the subject line.
- Final Level: If unresolved, disputes are handled according to the Dispute Resolution clause in our Terms of Service.
10. Changes to This Policy
We may update this Refund Policy periodically. Changes will be communicated through our platform and by updating the "Last Updated" date. The policy in effect at the time of your purchase or service request applies to that transaction.
11. Contact Us
For refund-related questions:
- Company: Cosmic Trading (CosmicTRD)
- Address: 3rd Floor, Ramzannessa Super Market, Pallabi, Mirpur 12, Dhaka, Bangladesh
- Email: [email protected]
- Phone: +8801739393868
- Portal: cosmictrd.io