Return & Refund Policy

At Koozool, we are committed to your satisfaction. If you are not completely happy with your purchase of our Wooden Essentials, we offer a clear and customer-friendly return and refund process. This policy outlines the conditions and procedures for returning items and requesting refunds.

1. Return Eligibility

We accept returns for both defective and non-defective items under the following conditions:

  • The item must be in new, unused condition
  • The return request must be initiated within 30 days of the delivery date
  • Items must be returned in their original packaging

If your item arrives damaged, defective, or not as described, please contact us immediately so we can resolve the issue promptly.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact us at support@koozool.com with your order number, reason for return, and photos if applicable
  2. We will review your request and provide return instructions
  3. Mail the item to the address provided in our response
  4. Once received and inspected, we will notify you of the status of your refund

Return Method: By mail
Return Shipping Costs:

  • Customer is responsible for return shipping unless the item was defective or damaged upon arrival
  • We do not charge restocking fees

3. Exchange Policy

If you received a defective or incorrect product and would prefer an exchange instead of a refund, please contact us within 30 days of receiving your item. We will gladly send a replacement product at no additional cost if the issue is verified.

4. Refund Process

Approved refunds will be processed as follows:

  • Refund Method: Original payment method
  • Processing Time: Within 5 business days after we receive and inspect the returned item
  • Refund confirmation will be sent via email

Please note that depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.

5. Non-Returnable Items

We do not accept returns on items that:

  • Are returned after the 30-day window
  • Show signs of use, wear, or damage caused by the customer
  • Are missing original parts or packaging

6. Shipping Policy Reminder

Shipping is free on all orders. However, return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product. Please ensure items are packed securely for return to avoid damage in transit.

7. Contact Information

For all return, refund, or exchange inquiries, reach out to our customer support team:

  • Email: support@koozool.com
  • Phone: +86 20 3632 0069
  • Office Address: 25 He Yi Er Jie, Baiyun, Guangzhou, Guangdong Province, China, 510403