Refund / Return Policy – Kosim Group Inc





Customer Service.

If you can't find the product in here, call us and we'll get it. We determined to provide you with the best customer service possible. If you have any questions relate to product or services, you can call our service hotline at Tel: 905-475-2380. We will answer your request as soon as possible.

Purchases of items / equipment

 In Store Pickup.

All Online orders receive an automatic email as receipt of confirmation of the order.  Once processed, all Online orders then receive another email which will inform the customer of the delivery/pick up time of their order. If your order is for pick up please wait for this email so that we can have your order ready and waiting for you.

Item Availability.

As we have over thousand items Online, please note that not all items on our website are always in stock.  Although an item might appear to be in stock, due to customer demand and availability fluctuations, some items that have an ‘in stock’ notification may not be in stock at that moment. If this occurs we will let you know if the products are not in stock and inform you of a new shipping date and/or time to pickup in store.

 Defects and Warranties.

The warranty does not include damage caused by accident, misuse or neglect. In case of defective merchandise, please contact our Sales Department at 905-475-2380 giving a detailed description of the defect, as well as the invoice number and item code(s). An Return Merchandise Authorization Number (RMA#) will be issued to you. This number must be clearly written on at least one side of the box (note that shipping must be prepaid). Any parcels sent without the RMA# or that are not prepaid will automatically be refused. It is our policy to repair or replace the defective item(s) at our discretion. If products are not manufactured by Kosim, warranties status are referred from the original manufactory. Please contact Kosim sales department for your product details and we will help you the process.

Return Policy.

Items must be returned to our showroom or warehouse. KOSIM Group Company Inc. will exchange or reimburse you for the cost of product(s) (freight not included) for any item returned within 14 days. The freight costs incurred to send the refunded items back to our showroom or warehouse remains solely at responsibility of the buyer. All Goods are subject to charge 30% restocking fee. Initial freight charges are not credited. Title and risk of loss on such goods shall not pass to the customer until the expiration of the 7 day period. No returns or exchanges will be accepted after 7 days. Exceptions to this return policy include custom-ordered items, clearance and exempted items (for which no returns are accepted). All returns must be prior to expiry and in unopened and original packaged condition.

  • Shipping will be refunded only if the item was shipped incorrectly, damaged or defective and it is the only item on the order.
  • Item must be returned in original condition and in original packaging including any paperwork, manuals or accessories. Items that are used or missing parts will not be eligible for a refund or return.
  • Exempted items: For hygienic reasons, all pillows, cushions, electrodes, heating pads, compression stocking, supports, tables, masks, music gloves, FitMi, pregnancy wedges and consumables are not Returnable. These items can apply only for replacement when they are identified as defective from manufacturer.

Refund Policy.

Please acknowledge that all credit card returning transactions are subject to a 3% credit card refund fee.

Terms and Conditions.

As a direct mail company and full service Health Products supplier that publishes once a year, our prices reflect costs at the time of publication. All prices are subject to change and do not reflect shipping charges. The KOSIM Group Company Inc. Terms and Conditions of sales of its products are defined in its Credit Card Application and catalogs. Notwithstanding any provision of the Uniform Commercial Code or any provincial law pertaining to the transfer of risk of loss or transfer of title, the risk of loss on products purchased from KOSIM Group Company Inc. by its customer and title to those products shall not pass to the customer until 14 days after invoice date, to accommodate the KOSIM Group Company Inc. return policy, or upon receipt of full payment by KOSIM Group Company Inc.

Ownership of the Merchandise.

The customer recognizes that all merchandise present and to come, sold and delivered by KOSIM Group Company Inc. remain the entire & exclusive property of KOSIM Group Company Inc. until complete and final payment of the price of the sale is received including freight cost and interest where applicable.

Repair & Maintenance Service

Thank you for choosing our custom service. We take pride in delivering high-quality, personalized solutions tailored to your unique needs. We want to ensure your satisfaction with our service, and we are committed to providing transparency regarding our return and refund policy.

Repair Service Custom Orders

Please note that custom orders of our service are non-cancellable, non-refundable, and non-returnable. This policy is in place because custom orders are uniquely crafted to meet your specific requirements and cannot be resold or reused for other customers. Once you have placed a custom order and it has been confirmed, it cannot be altered, canceled, returned, or refunded.

Quality of the Service

We understand the importance of delivering exceptional service to our customers. We have stringent quality control measures in place to ensure that custom orders meet your specifications and our quality standards. If you encounter any issues or concerns with the custom order you received, please contact our customer support team immediately. We will work diligently to address any legitimate concerns and provide appropriate solutions, which may include adjustments or revisions as necessary.


Exceptions to our non-cancellation, non-refund, and non-return policy for custom orders may be considered in the following situations:

1. Defective or Damaged Items: If you receive a custom order that is defective or damaged due to factors beyond your control, please contact us immediately. We will assess the issue and provide instructions for returning the item or seeking a resolution.

2. Errors on Our Part: In the rare event that we make an error in the fulfillment of your custom order, we will take full responsibility for the mistake and work with you to rectify the situation.

Policy Changes

We reserve the right to update or modify this return and refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. We recommend reviewing this policy periodically to stay informed about our practices.

By placing an order / custom order with us, you acknowledge and agree to abide by the terms and conditions outlined in this return and refund policy.

Thank you for choosing KOSIM. We appreciate your trust and look forward to serving you with excellence.


All Products appearing in whole or in part do so with the sole purpose of marketing Kosim Group Company Inc. Any trademarks and copyrights remain the sole property of the company to which they belong.

To assist us in better serving you, we require that all returns be pre-arranged by calling 905-475-2380. If you have a problem, concern or a question about a product under warranty, please call for further assistance.