General return guidelines

These are Cosmi’s general return guidelines that apply only to accessories or parts that you purchase directly from Cosmi Central. If you purchase equipment through offline channels, please contact your supplier for their return policy. To qualify for a return, all general guidelines must be met.


Please note that Cosmi does not accept equipment refunds and only offers repair service or replacement of accessories, cabinets, wiring, etc. that meet all general guidelines:



  • All equipment returns require a Return Merchandise Authorisation Number (RMA number). To obtain the RMA number, it is necessary to fill in the form available at RMA request.


  • Once the document has been received by our technical service and checked, you will receive an RMA number at the e-mail address provided. This number must be attached to all the material you send us.


  • The costs of sending the material to Cosmi’s technical service will be charged to the customer, and the replacement and reshipment will be charged to Cosmi.

Other contemplations:

  • Equipment not removed and manufactured: 90 days after the order has been placed, and the goods have not been removed from Cosmi’s warehouses. Cosmi may dispose of said goods for sale. The customer must request a new order to be placed, respecting the deliveries made on account.


  • If, once the order has been manufactured, the customer decides to modify it, he/she will have to pay for the requested modifications (25€ per booth or standard equipment, except for the Full Colour mupi, which will cost 50€/per unit).



Products received by COSMI in any of the following conditions will not be eligible for return or repair and will be refused:

  • Any product not purchased directly from COSMI CENTRAL (only Cosmi equipment from our partners or official Cosmi customers will be accepted. For sales outside this channel, please contact your distributor.


  • Any damaged equipment, with knocks or without the serial number label


  • Any product that is returned without the original packaging and accessories, including cables and all other items originally included with the product.


  • Any equipment that appears to have been tampered with, customised or altered in any way.


  • If the equipment or accessory is damaged and the warranty does not cover the repair, you can request a repair at an additional cost. Our technical team will notify you. The preparation of a repair estimate will entail a supplement corresponding to one hour’s work by our technical team.



Standard return policy

  • Replacement or exchange of parts: 3-year warranty and according to the assumptions contemplated in the current regulations, European Directive 2019/771 of 20 May 2019 and RDL 1/2007 of 16 November from the date of issue of the invoice and as long as it is within the general return guidelines.


  • The return for repair or replacement of any COSMI accessory or equipment must be made when the technical service has provided an RMA number. The absence of this number on any material received by Cosmi will not be processed or attended to.


  • Accessories or equipment that are not accompanied by an RMA document filled in and completed by the customer will not be processed.

A collection order number can be obtained by e-mail after sending the RMA document filled in with all the data (in the absence of the RMA number, which will be provided by our technical team).

This RMA document can be purchased on our website in the RMA form.








As a general rule, no returns will be accepted. Firmly placed orders cannot be cancelled without Cosmi’s agreement.

This Warranty applies only to the components, accessories, cables, etc. of the Cosmi Product (hereinafter “equipment”) as originally supplied and does not apply to the end user, only Cosmi partners or direct customers may claim the warranty of the equipment.



Without prejudice to the legal warranty, the duration and conditions of which are stipulated by the respective local laws, Cosmi voluntarily warrants to the original purchaser that its Cosmi equipment will be free from defects in materials and workmanship under normal use during the warranty period. Unless otherwise provided by applicable law, the warranty lasts for 3 years and according to the assumptions provided for in the current regulations, European Directive 2019/771 of 20 May 2019 and RDL 1/2007 of 16 November. For the main unit, drivers, cables and cards, originally packaged with the equipment, from the date of issue of the invoice.

Cosmi does not guarantee that the use of the equipment will be uninterrupted or error free.



If a defect is found in the product, accessories, boards, wiring or any component of the Cosmi equipment and a valid request is received within the warranty period, Cosmi will (1) repair the Product free of charge, (2) replace the product.

In the event of defects, to the fullest extent permitted by law, these are the sole and exclusive remedies. Shipping and handling charges may apply, except where prohibited by applicable law.

Any replaced product will be warranted for the remainder of the original warranty period or for thirty (30) days, whichever is longer, or for any additional period of time that may apply in your jurisdiction.



Depending on the applicable law, Cosmi will ask the customer to present the RMA document, completed and filled in, as well as the serial number and the relevant RMA number printed or affixed on each of the defective elements that are sent for the fulfilment of the warranty. If any of these requirements are not fulfilled, Cosmi is exempt from repairing or replacing the defective material.




Unless otherwise stipulated by Cosmi, this Limited Warranty applies only to Product manufactured by Cosmi, which may be identified by the Cosmi trademark, trade name or Cosmi logo or Cosmi full colour series


The Limited Warranty shall not apply in the following circumstances:

  • Damage caused by natural disasters, e.g. lightning, tornadoes, floods, fires, earthquakes or other external causes.


  • Negligence


  • Commercial use


  • Alterations or modifications to any part of the Product.


  • Damage caused by use with non-Cosmi products.


  • Damage caused by accident, abuse or misuse


  • Damage caused by using the Product outside the permitted or intended uses described by Cosmi, or with an incorrect voltage or power supply.


  • Damage caused by service (including upgrades and expansions) performed by anyone other than a Cosmi representative.


  • Failure to follow instructions relating to the use of the Product.

Recovery and reinstallation of software and user data are not covered by this Limited Warranty. No Cosmi reseller or representative is authorised to make any modifications, extensions or additions to this Limited Warranty. If any term is declared illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except where prohibited by law or where otherwise promised by Cosmi, after-sales service shall be limited to the country or region of original purchase.

Products that were not properly imported, not properly manufactured by Cosmi and/or not purchased from Cosmi or an official Cosmi partner or direct customer are not covered by these warranties. In accordance with applicable law, you may benefit from the warranties of the unofficial retailer who sold the product. Cosmi therefore invites you to contact the retailer from whom you purchased the product.



Except as prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) are limited to the duration of this limited warranty. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply.



Except as prohibited by applicable law, Cosmi shall not be liable for damages during the installation process or errors in the calculation of voltages and voltages.

It does not cover damages suffered by improper use, manipulation or incorrect installation, as well as the disassembly of the same already installed.

If, once the order has been placed, the customer decides to modify it, he/she will have to pay for the requested modifications (25€ per booth or standard equipment, except for the Full Colour mupi, which will cost 50€/per unit).

90 days after the order has been placed and the goods have not been removed from Cosmi’s warehouses. Cosmi will be able to dispose of the goods for sale. The customer must request that a new order be placed, respecting the deliveries made on account.



In accordance with EU legislation, Cosmi offers a warranty service between countries where Cosmi officially sells its products.



You must fill in the RMA form, available in the technical service area. This document must be filled in with all the fields specified. Our department will send you an RMA number upon receipt of the document. This number must be printed or pasted on any material that is sent to the technical department.

Any receipt of the material for warranty coverage that does not have this RMA number and the relevant documents specified in the previous paragraph will not be processed.

Within 48 hours of receipt of the goods, the technical department will contact you to offer you a response.



You can contact our technical service through our technical service form. Fill in your details and our team will contact you at the time you require.

Remember that our office hours are specified on our contact page.

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