Returns Policy

1. Overview

At Cogniv Pty Ltd ("Cogniv," "we," "our," or "us"), we want you to be satisfied with your purchase. This Returns & Refunds Policy outlines the conditions under which we accept returns, issue refunds, and process exchanges in compliance with Australian Consumer Law (ACL).

By purchasing from Cogniv, you agree to the terms outlined in this policy.

2. Returning Unopened Items

  • Refunds & returns are accepted on sealed and unopened products within 30 days from the original shipping date.

  • The sealing stickers on the product's box must remain intact. If the seals are peeled away or opened, the return will not be accepted for sanitary and safety reasons.

  • Shipping fees are non-refundable, and a return processing fee may apply.

  • If eligible, we will provide a return shipping label (where applicable).

How to Initiate a Return for Unopened Items:

  1. Contact contact@gocogniv.com to request a return.

  2. Provide your order number, reason for return, and clear, well-lit photos of the items confirming that the seals remain intact.

  3. If the shipping package itself remains unopened, send a photo of the package showing that it hasn't been opened.

  4. Our customer support team will review the request and guide you through the next steps.

3. Faulty, Damaged, or Incorrect Items

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if the product:

  • Is faulty or defective

  • Is not as described

  • Is not fit for its intended purpose

  • Arrives damaged during shipping

How to Request a Return for a Faulty, Damaged, or Incorrect Item:

  1. Contact us at contact@gocogniv.com within 14 days of receiving your order.

  2. Provide your order number, a description of the issue, and photos of the item.

  3. Our team will assess your claim and provide instructions on the next steps.

  4. If approved, we will offer a replacement, repair, or refund, depending on the nature of the issue.

  5. In some cases, we may require the item to be returned for further inspection.

4. Refunds & Processing Time

  • Approved refunds will be processed back to the original payment method.

  • Please allow 7-10 business days for the refund to reflect in your account.

  • Shipping fees are non-refundable, unless the item was faulty, damaged, or incorrect.

5. Exchange Policy

  • We only offer exchanges for defective or damaged items.

  • If you receive a faulty item and prefer an exchange, please follow the return process outlined above.

  • Exchanges are subject to stock availability.

6. Return Shipping Costs

  • If an item is faulty, damaged, or incorrect, Cogniv will cover the return shipping costs.

  • If a return is approved for any other reason, the customer is responsible for return shipping costs.

7. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Opened or used wellness products (e.g., inhalers, essential oils, or similar items).

  • Gift cards or promotional items.

  • Any product not in its original, unused condition.

8. Chargebacks & Disputes

  • If you believe there is an issue with your order, we encourage you to contact us first at contact@gocogniv.com before initiating a chargeback with your bank.

  • Fraudulent or false chargebacks may result in restriction from future purchases.

9. Changes to This Policy

Cogniv Pty Ltd reserves the right to update this Returns & Refunds Policy at any time. Any changes will be posted on our website with an updated effective date.

10. Contact Us

For any return or refund inquiries, please reach out to our customer support team:

Cogniv Pty Ltd
Email: contact@gocogniv.com

We are happy to assist with any concerns regarding your order and our returns process.