Legal & Policies

Once an order has been processed, Cosas United will prepare and pack your order and will be ready to ship within 2-3 business day. An email regarding the tracking code and also invoice will be sent to your email for references purposes.

Please note that we use a variety of shipping carrier for each shipment. We will choose the most appropriate delivery method for the desired shipping. Customers are not allowed to choose their preferred carrier when placing an order with us.

Please be advised that carriers may require someone to sign for each shipment. Items will not be left on the door due to safety of the product. Please do keep track with the shipping course to avoid any problems.

All items are expected to arrive within 3-5 working days in Peninsular Malaysia.

*Note: East Malaysia and International shipping are not eligible to obtain Free Shipping.

1. PURPOSE

This Privacy Policy (“Policy”) is in place by reference to Cosas United ("Cosas United ") Terms and Conditions and Policies ("Terms", "Policies"). The term " Cosas United ", "our", "we", "us" and any other self-referencing wording used within includes Cosas United, and our affiliates and subsidiaries, including without limitation to all subsidiaries of Rofina Group Limited. This Privacy Policy extends to the scope and attempts to explain all our online and offline information practices, including collection methods and intentions to use and/or share. Information collected from you can at anytime be changed, corrected, revoked and removed at your discretion.


2. SCOPE

This Policy applies to any Personal Information that may be processed by Cosas United over the course of our interaction on any of Cosas United’s platforms, not limited to Cosas United’s websites ("Sites"), offline and in-store campaigns or any other current, past and future marketing/advertising engagements operated by or on behalf of Cosas United.


3. TYPES OF PERSONAL INFORMATION WE COLLECT AND HOW WE COLLECT THEM

Cosas United only collects Personal Information which is relevant for the purposes laid in Clause 4 from its current, former, and prospective customers, consumers, visitors, and guests ("You", "Your"). Some ways that such Personal Information may be collected include:

• Passive information collected through Your navigation across Cosas United Sites using tracking technologies (not limited) to cookies and other similar technologies.
• Personal Information provided directly to Cosas United through interactions such as order fulfillment, purchase, giveaway campaigns, marketing surveys, or any other engagements operated by or on behalf of Cosas United.
   

Types of Personal Information we collect:

• Information You Provide Directly to Us.
  When you engage in any of our services, such as registering for an account with Cosas United, requesting help or for any information, contacting us directly.
• Purchases.
  When you purchase any of our products or engage in any of our services, you may be required to provide us with Personal Information, such as your name, contact number, mailing or delivery address and email address for delivery purposes or account creation. Please note that we do not store credit/debit card numbers or banking information as we engage in a third-party secure payment gateway to service and process payments made to complete a purchase.
• Communications with Us.
  Personal Information provided by you, such as your name, identification card/passport number, mailing address, email address and/or contact number when you choose to register for our loyalty program that we may offer or when you request for more information about our products and services, register for newsletter or contact our customer service.
• Surveys.
  We may contact you to participate in surveys or interviews and focus groups either voluntarily or for a compensation agreed upon between you and Cosas United. If you decide to participate, you may be asked to provide certain information which may include Personal Information. All information collected from your participation is provided by you voluntarily and may be used to improve our products or services and in manners consistent with the policies provided herein.
• Marketing, Promotional and Advertising Campaigns.
  Occasionally we will conduct campains or partner with Third Parties on social media, online and offline channels to sponsor giveaways and promotions. Participation to such campaigns are voluntary and should you choose to participate in such campaigns, your Personal Information provided may be shared with Third Parties involved. Each campaigns are unique and different and it is your responsibility to read and understand the terms and conditions accompanying such campaigns.
• Posting on the Site.
  We collect information you post on our Sites. For example, when you post a review or share any other materials to our blogs, the Site will collect the information you provide in such submissions, including any Personal Information. If you choose to submit any form of content to us, such contents will be considered “public” and will not be subject to the privacy protections set forth herein. We may use some of the information provided by you to furnish plausible marketing/advertising campaigns or recreate contents.
   
• Automatic Data Collection.
  Certain information may be automatically collected through our Sites or other methods of web analysis, such is cookie identifiers, device identifiers, operating systems identifier, Internet service provider identifier, Internet Protocol (IP) address identifiers, advertisement identifiers, location data identifiers, page visited before and after more Information going to our Site and time, duration, date of visit.

4. HOW COSAS UNITED USES YOUR INFORMATION

We acquire, hold, use, and process your Personal Information for a variety of business purposes, including:

• Cosas United may use Personal Information collected about you for any possible reasons listed below:
• Manage your online, membership, loyalty programme, events, giveaway and any related accounts;
• Provide access to certain areas, functionalities, and features that Cosas United provides;
• Administrative purposes such as collating sales data, forecast, verify individual identity and other required services to maintain standard operating procedures
• Send email to the email address you provide to us to verify your account and for informational and operational purposes, such as account management, customer service, or system maintenance;
• Process purchase transactions, delivery, repair, replacement and any other product related issues;
• Marketing Cosas United's products and services by sending you materials about offers, content, discounts, promotions, products and services that may be of your interest via social platforms, phone, text, email, websites and any contact method permitted by both the law and consented by you.
• Research and Development as such to create future content, advertisements, offers, products and services.
• For any other purposes disclosed at the time that you provide Personal Information.

You may contact us at any time to opt-out of the use of your Personal Information for any of the aforementioned purposes.

5. SECURITY OF YOUR INFORMATION

We take steps to ensure that your information is treated securely and in accordance with this Privacy Policy. Unfortunately, the Internet cannot be guaranteed to be 100% secure, and we cannot ensure or warrant the security of any information you provide to us. We do not accept liability for unintentional disclosure.

By using the our site or providing Personal Information to us, you agree that we may communicate with you electronically regarding security, privacy, and administrative issues relating to your use of the Site. If we learn of a security system’s breach, we may attempt to notify you electronically by posting a notice on the Site or sending an e-mail to you. You may have a legal right to receive this notice in writing.

6. CHANGES TO OUR PRIVACY POLICY AND PRACTICES

Revision to the Privacy Policy may occur in our sole discretion. If there are any material changes to this Policy, Cosas United will post any adjustments to the Privacy Policy on this web page, and the revised version will be effective immediately when it is posted (or upon notice as applicable). If you are concerned about how your information is used, bookmark this page and read this Privacy Policy periodically.

Q1: If the product arrives damaged or defective or it isn’t what I have ordered, what should I do?

If such circumstances arise, you must not remove any price tag or the original packaging. Please contact our Customer Service team to inform our staff about the details of your package. Our staff may request from you the visual evidence (e.g. photo or video) of the product in order to process the return.

5       simple steps to return the parcel:

1.     Contact our Customer Service team here

2.     Provide your order details and reason for return.

3.     Fill in the details of the parcel in the Return Form.

4.     Pack the item in a box, enclose your Return Form, and seal the box.

5.   If the product is proven damaged/defective by our Quality Assurance Department, we will arrange the pick-up service to collect the item from you at the delivery address stated in the order.

Q2: What are the terms and conditions for returning an order?

You can return your order within fourteen (14) days upon receiving it. If you have several items in one order and arriving in several parcels, the 14-day Return Period begins on the day you receive the last parcel.

Other Terms & Conditions of Return

i.    The product must be unused or unworn.

ii.  The product must be in its original state with the price tags and in the original packaging.

Returned product(s) inspected by our Quality Assurance Department. Should any damage to the product is detected as a result of a manufacturing defect or deviation from factory specifications, we undertake the full refund of the purchase price.

We will return the product to you if the damage to the product is caused by reason(s) other than material quality or manufacturing. We do not refund products damaged due to abuse or negligence such as, but not limited to, exposure to chemicals, caustic substances, open flame, high heat, sharp object as well as damage caused by misuse or activities other than the intended purposes.

Q3:  How do I get a refund for my order?

Please follow the steps below:

1.   Contact our Customer Service team here

2.   Provide your order details and reason for refund.

3.   Fill in the details of the parcel in the Refund Form provided by customer service.

4.   Pack the item in a box, enclose your Refund Form, and seal the box.

5.   Proceed to your preferred courier company to post your return to us.

6.   Please provide the name of the postal service provider and the tracking number to our Customer Service team.

Please note that we will only process your refund through the payment service that you used.

Q4: When should I expect to get my refund?

Your refund will be processed as soon as the returned product is received and inspected by our Quality Assurance Department. The inspection may take up to 2 weeks though generally it is shorter than the stipulated period. 

Once it is confirmed that the returned product fulfils our Return Policy, the refund will be approved and made within two (2) working days via your payment service provider, i.e. your bank or credit card issuer, whose service you used to make the purchase. Please note that the duration taken by a payment service provider to credit the refund amount to your account may vary accordingly. 

If a product has been discounted either by promotion or coupon code, the amount refunded will be based on the net amount paid, i.e. the price for the product less the coupon amount as indicated on the receipt. Delivery charges paid in the original order are non-refundable except in the case of manufacturing defect or wrong order.

If you do not receive your refund within twenty-one (21) business days or for further information, please contact our Online Store Customer Service team here.

Q5:  When should I expect to get my return package?

Subject to the duration of delivery by the courier service provider, it usually takes 2 – 5 business days for your return package to reach our warehouse upon drop-off or pick-up of the return package. We are not certain how long it will take for your returned products to be delivered back to us.

Q6: Can I exchange the product with another?

The exchange of products is allowed subject to availability as well as the following conditions:

·    The exchange is necessary due to defect/damage of the purchased product; or

·    The size/colour/product received is different from that of the order; or

·    The newly requested size or colour is of the same design style of the one originally purchased

For exchange of size and colour other than defect, or damage product or error in the order, the delivery lost or postal charges will be borne by the purchaser.

EXCHANGE POLICY

1.   Goods sold are strictly not refundable.

2.   Exchange for regular priced item(s) must be within seven (7) days of purchase upon availability.

3.   Item(s) returned for exchange must be in their original condition, unworn and in its original packaging and price tag.

4.   Item(s) can only be exchanged once for each purchase. Exchange or return for hygiene items are strictly prohibited.

5.   Clearance/ Markdown items are strictly NON-exchangeable and returnable; and no warranty is provided.

RETURN INSTRUCTIONS

1. The item must be returned in brand new, unused, and in resalable condition with all tags attached and packaging intact.

2.   Include the original packing list inside the carton. (If you don’t have it, please include a piece of paper detailing your name, address, email, phone number, product returning, and the order number.)

3.   Please choose a return shipping method and carrier of your preference. Ensure that you are provided with a tracking number and insurance. We cannot be responsible for your return until it is received at our HQ.

4.   Send to: Cosas United Online Store, Pine Valley Business Centre, 22 & 22A, Lebuh Rambai 11, 11060, Paya Terubong, Penang, Malaysia.

5.   The original freight charges will not be reimbursed. The customer is responsible for return freight to Rofina Group.

6.   If you can’t locate your order number, or need assistance with the return process, please email us at info@rofinagroup.com or call +604 828 6567.
 

Please Note:
- Only applicable for online purchased merchandise only.
- Online merchandise must be returned to HQ address as stated above.

LUGGAGE WARRANTY INFORMATION

Cosas United takes pride in the high quality and innovative design of luggage collection. The products are manufactured with special attention to materials and details, meeting high-quality standards. Before we offer any of our products for sale, it is put through stringent tests of strength, durability and reliability to meet the demands and expectation of frequent travellers.
 

Cosas United provides Local Manufacturer Warranty that covers only manufacturing defect by us. If production and/or material defect should be found during the period covered by the warranty, Cosas United will repair or replace the products at its own expenses. The warranty does not cover any damage due to wear and tear, negligence, abuse or mistreatment, exposure to extreme temperatures, abrasion, damage due to the product coming into contact with acids, solvents, water, or any damage during transport caused by transit companies (airlines, train companies for example) or accidents. Nevertheless, for the above-mentioned causes, the damaged product may be sent to Cosas United outlet, which we will estimate the cost of repair, and the user will be responsible for any costs.
 

Cosas United warranties its products for any defect in materials and/or manufacturing:

Hard Case Luggage:

Soft Case Luggage:

Note: Unless otherwise stated.
Selected Accessories includes: Trolley, Wheels, Lock, Handle and Zipper Head.

Consequently, the purchaser is responsible for taking the product to the nearest Cosas United outlet, attaching the warranty certificate, fully completed, together with the receipt of purchase.

If any product or any part needs to be replaced and the colour or model is no longer available, Cosas United will replace it with an equivalent product or spare part. However, if any product or any part of the limited edition products need to be replaced, the original colour is not guaranteed.

Purchaser is responsible for any costs of delivering the product to our HQ, including the cost of packaging, shipping and applicable taxes.

The warranty exclusively covers the value of the product but not its contents.

Product locks are only intended to prevent accidental opening and cannot necessarily prevent theft of the product or its contents, or prevent breakage or searching by airline/airport personnel or governmental authorities.

IMPORTANT: IT IS ESSENTIAL TO INSPECT YOUR LUGGAGE AT THE TIME IT IS RE-DELIVERED BY A TRANSIT COMPANY. IF ANY DAMAGE IS FOUND, IT WILL BE NECESSARY TO PLACE A CLAIM WITH THE TRANSIT COMPANY (WHICH IS INSURED FOR ANY DAMAGE TO PASSENGERS’ LUGGAGE) AT THE PLACE OF ARRIVAL, IF POSSIBLE BEFORE CLEARING CUSTOMS.

SPECIAL PROMOTION/ PWP/ CLEARANCE ITEMS ARE NOT ENTITLED to ANY WARRANTY COVERAGE. HOWEVER, WE DO PROVIDE LIFETIME SERVICES.

REPAIR POLICY

Customers may walk in to any of our Cosas United outlets for a claim and transportation fees will be charged depending on the distance.

Customers are responsible for taking the product to the nearest Cosas United outlet or HQ, attaching the warranty certificate, fully completed, together with the receipt of purchase.

Our repair centre determine whether the damage is due to a manufacturing defect, we will repair your luggage at our own expense. However, if it is concluded that it is not a manufacturing defect, an estimated fee will be communicated to you before making any repairs to your luggage.


Transportation Charges (Peninsular Malaysia):

Directly to & from HQ: Customers' own expense
Penang/ Butterworth: RM20.00/pc
Kedah/ KL: RM25.00/pc
Johor: RM30.00/pc
Others: To be Advised