Refund policy

Our return policy lasts 30 days. If 30 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

I have received an incorrect item or items are missing

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our returns process to minimize any delays:

1. Contact our customer support through contact@kozlic.com with your order number.

2. Send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

- When confirmed, Kozlic will dispatch a new item immediately.

PLEASE NOTE: This policy does not cover misuse, accidental damage, or any abuse of the purchased product.

My product is damaged / faulty on delivery

In the unlikely event that your package is damaged, please carefully follow our returns process to minimize any delays:

1. Contact our customer support through contact@kozlic.com with your order number.

2. Send us a clear picture of the outer packaging, including any damages.

    Possible Solutions:

    - If damage is present, Kozlic will dispatch a new item immediately.

    PLEASE NOTE: This policy does not cover misuse, accidental damage, or any abuse of the purchased product.

    Return Conditions

    1. To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging (this does not apply to incorrect items received or items damaged on delivery). We do not cover return postage / you will be required to ship the item back.

    2. Items from premade holiday combos are non-refundable / can only be exchanged for store credit.

    I would like to cancel my order

    If for whatever reason you wish to cancel an order, please contact us immediately either by using our contact form or email at contact@kozlic.com. Unfortunately, if the order has already been processed (usually within 12 hours), we would be unable to carry out the cancellation request.

    I still haven't received my refund

    If your refund was approved, you will be notified as soon as your refund was processed. Refunds take 5-10 business days to appear back to the card used to place your order, and 1-2 business days for Paypal.

    Note:

    - Packages/orders that are refused or returned to sender are non-refundable. They are rerouted to a sorting facility and disposed of, and we are unable to recover them.

    Please reach out to us if there is an issue with your package instead of refusing the package.

    Warranty exemption

    1. Natural product degradation through wear and tear, along with intentional damage/abuse during use, is solely the customer’s responsibility and is not covered by our warranties.

    2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.