This page covers our steps when a job or product is rejected.

Overview

Refund requests are only valid when made within a day after free and paid revisions have still not met clients’ demand. This rarely happens because revisions are done to the taste of clients. But in case this happens, only half of the money will be refunded back to the client, and the product paid for will be available to the client. Complaints about refunds should be forwarded to any of our contacts and it will be fairly attended to. However for enterprise-level projects, based on the discretion of Detokem Innovations Ltd, all the money may be fully refunded, but then the client loses the right to use the finished digital product for any purpose.

After a digital project has been submitted to a client, the client can request three revisions. If a revision request deviates far from the initial request made by the client and would take too much time to do or requires an effort that’s equal or close to doing the job all over again from scratch. The revision will only be done after payment for a project upgrade is done. Apart from isolated situations like that, all the first 3 revisions are free but the fourth revision on a project will attract payment of an extra fee. So, please try to communicate all necessary changes to us or any freelancer involved in the first revision to avoid time wasting and project drift.

Shipped Products

For products that do not meet a client’s requirements, but have already been delivered to a client via a 3rd party logistics service. Refund is handled based on our company’s discretion. Full refunds are allowed only if the product is unusable, and the fault is solely that of Detokem Innovations Ltd. A product that is not satisfactory but usable will result in partial refunds based on our discretion. Full refunds are also applicable in situations where a product that is not satisfactory is shipped without the consent of the client.

Refund requests can be made to any of our contacts and it will be fairly handled.

If your refund request is approved, then your refund will be processed, and you will get your money back within seven days after the request was made.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your Bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via email or any other channel.

Shipping Returns

To return your product, you should send it to our office address by yourself or through any transport logistics company. The shipping cost for doing this is non-refundable.

You will also be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

We don’t guarantee that we will receive your returned item. So, we don’t bear any liability for any product return transportation that’s not directly handled by us. However, we will be fully responsible for the condition or situation surrounding a product that is transported out or in by us.

Need help?

Contact us for questions related to refunds and returns.

Our customer care email is customercare@servicecosmos.com, you can also send us an email.