Legal

The boring legal stuff...

... but it's everything you need to know and more.

  • Privacy Policy
  • Shipping Policy
  • Exchange & Return Policy
  • Repair Policy
  • 1-to-1 Warranty Policy

Effective Date from: 1 November 2018


1. PURPOSE

This Privacy Policy (“Policy”) is in place by reference to Cosas United Ltd. ("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 Ltd., and our affiliates and subsidiaries, including without limitation to all subsidiaries of Rofina Group of Companies. 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 informations as we engage in a third-party secure payment gateway to service and process payment 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 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.
 

SHIPPING POLICY

Once an order has been processed, Cosas United will prepare and pack your Order and will be ready to ship within 1-2 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 is not eligible to obtain Free Shipping

EXCHANGE POLICY

Goods sold are strictly not refundable.
Exchange for regular priced item(s) must be within seven (7) days of purchase upon availability.
Item(s) returned for exchange must be in their original condition, unworn and in its original packaging and price tag.
Item(s) can only be exchanged once for each purchase. Exchange or return for hygiene items are strictly prohibited.
Clearance/ Markdown items are strictly NON exchangeable and returnable; and no warranty is provided.


RETURN INSTRUCTIONS:

  1. Item must be returned in brand new, unused, 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 #, product returning, and the order number.)
  3. Please choose a return shipping method and carrier of your preference. Ensure that you are provided a tracking number and insurance. We cannot be responsible for your return until it is received at our HQ.

Send to:
Rofina Group of Companies
Pine Valley Business Centre,
22 & 22A, Lebuh Rambai 11,
11060, Paya Terubong,
Penang, Malaysia.


The original freight charges will not be reimbursed. The customer is responsible for return freight to Cosas United.
If you can’t locate your order number, or need assistance with the return process, please email us at hello@cosasunited.com or call +604 828 6567.

REPAIR POLICY

Customers may walk in to any of our COSAS UNITED/ROFINA 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/ROFINA 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. If it is not repairable, we will proceed with replacement of the broken luggage. 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: RM10.00/pc
Kedah/ Perak/ KL: RM20.00/pc
Johor / Malacca: RM30.00/pc
Others: To be Advised

ONE-TO-ONE WARRANTY PROGRAMME
Effective Date from: 1 February 2019

 

1. PURPOSE & SCOPE

This warranty policy is in place by reference to Cosas United Ltd. ("Cosas United") One-To-One Warranty Programme's Terms and Conditions. This Warranty Programme Policy extends to only products sold under the brand tag of Cosas United by Cosas United Ltd., and our affiliates and subsidiaries, including without limitation to all subsidiaries of Rofina Group of Companies. This warranty policy is in place to replace past warranty policy programmes and supersedes all prior policies.

 

2. EXTENT

This warranty policy extends to all Cosas United Hard-Side luggage purchased on or after the effective policy date. Hard-Side luggage purchased prior to the warranty effective date is subject to approval on a case-by-case basis. This programme does not cover any Cosas United Soft-Side luggage or any other brands sold by Cosas United Ltd. or any of our affiliates and subsidiaries. One-to-One exchange will only be available for exchange with products of similar range, design and/or value (where applicable) should the exact model be unavailable for exchange.

 

3. Products covered

This limited warranty covers all polycarbonate, polypropylene and aluminium luggage manufactured, produced and sold by Cosas United Ltd. ("Cosas United") or by authorized distributors, retailers and partners of Cosas United. Cosas United warrants the luggage sold to you in its original packaging against any conditions caused by manufacturing defects listed below:

  • Five Year Hard-Side Luggage Shell Limited Warranty:
    • Manufacturing defects that may cause any of the following condition(s):
      • Cracks or breaks found on the shell of hard-side luggage
  • One Year Luggage Accessories Limited Warranty
    • Manufacturing defects that may cause any of the following condition(s):
      • Wheels, trolley and/or handles that break off
      • Zipperheads or clips that are faulty or break off
      • Integrated TSA-locks that cannot function
      • Malfunction of Integrated technological tools (such as Integrated Luggage Scale)

In the event of a manufacturing defect, Cosas United, in our discretion under this limited warranty will provide a 1-to-1 replacement service at no additional expense. Cosas United does not guarantee a piece of exact replacement luggage under the replacement services and may only be able to provide a piece of replacement luggage in a colour that is different from the originally purchased colour, if available. If not, Cosas United can only guarantee the replacement of a product with equal or lesser retail value and does not guarantee an exact replacement for limited edition, discontinued or out-of-stock products.

THIS LIMITED WARRANTY DOES NOT COVER THE FOLLOWING:

    • "Wear & Tear Damage" or damages caused by scratches, dirt, dents, stain, colour changes or other changes in the products that do not hinder basic functions of the product as a piece of luggage for its intended use, particularly luggage collections that are of glossy surfaces or aluminium.
    • Damage to the luggage caused by coming into contact with acids, solvents, water, or during transport caused by transit companies (airlines, train companies for example) or accidents.
    • Any luggage/products sold by resellers who are not authorized distributors, retailers, and/or partners of Cosas United.
    • Luggage sold under the “as-is”, “reconditioned”, “returned”, "clearance", "special promotion - no warranty", or other similar word tags that may indicate that the luggage is not out-of-box pristine conditions or have been sold under special promotional circumstances.
    • Pieces of luggage that has been altered/fixed/tampered/replaced with parts that are not originally designed to fit Cosas United collections or replaced by service providers not approved by Cosas United.
    • Contents in your luggage damaged, lost, broken or stained by improper handling of your good self or any other parties involved.
    • Loss of functionality due to negligence such as being locked out of their luggage.

For the above-mentioned causes which are not covered in Cosas United's Limited Warranty coverage, the damaged luggage may be sent to Cosas United address or any authorized Cosas United and/or distributor outlets, to which an estimated cost of repair can be provided to customers who are keen to engage our repair services. Any and all shipping and handling costs are to be borne by you.