At Koozool (https://koozool.com), we are committed to providing high-quality handmade wooden essentials and ensuring a positive shopping experience. This Return & Refund Policy explains the process for returns, exchanges, and refunds.
1. Return Eligibility
Koozool accepts returns for both defective and non-defective products. Please note the following:
- Customized or personalized products are non-returnable and non-refundable unless they arrive damaged, defective, or not as described.
- Products must be in new condition to qualify for a return or exchange.
2. Return Period
- Customers may request a return within 30 days of receiving their order.
- After this period, returns or exchanges may not be accepted.
3. Return Method
- All returns should be sent by mail to our office address:
25 He Yi Er Jie, Baiyun, Guangzhou, Guangdong Province, China, 510403 - Customers are responsible for return shipping costs unless the item was defective or damaged upon arrival.
4. Exchanges
- Koozool accepts product exchanges for items of equal value.
- To request an exchange, contact our support team at support@koozool.com with your order details and reason for exchange.
5. Refunds
- Once the returned product is received and inspected, Koozool will process the refund.
- Refund processing time: 5 business days after receiving the returned item.
- Refunds will be issued via the original payment method.
Restocking Fees: None
6. Damaged or Defective Items
- If your item arrives damaged or defective, please contact our support team immediately at support@koozool.com.
- Include photos of the damage or defect along with your order number.
- Koozool will provide instructions for a replacement or refund at no additional cost.
7. Important Notes
- Returns and refunds do not include shipping costs unless the product was defective or damaged.
- Koozool reserves the right to refuse returns that do not meet the above criteria.
- All returns must be securely packaged to avoid further damage during shipping.
8. Contact Us
For questions regarding returns, refunds, or exchanges, our customer service team is available:
- Email: support@koozool.com
- Phone: +86 20 3632 0069
- Office Address: 25 He Yi Er Jie, Baiyun, Guangzhou, Guangdong Province, China, 510403
Koozool is dedicated to providing a hassle-free return and refund process to ensure customer satisfaction. Our goal is to make shopping for handmade wooden essentials safe, reliable, and worry-free.
