Refund policy

Last updated: 19 January 2026

We understand that sometimes things don’t work out — and that’s okay. Our return policy is designed to be fair, transparent, and to protect the quality and care that goes into every Kozzi piece.

Return Window

We offer a 30‑day refund window from the date of delivery for eligible items that are returned in perfect, brand‑new condition. Any return requested after 30 days from delivery will be issued store credit only, provided the item meets our return conditions.

What Qualifies as Perfect Brand‑New Condition

To be eligible for a refund within the 30‑day window, items must be returned in the exact condition they were received. This means the item must be completely unworn and unwashed, with no stains, marks, odours, pet hair, deodorant residue, makeup marks, or signs of wear. The item must be free from stretching, fabric distortion, or washing damage. All original packaging, tags, labels, and inserts must be intact and included. If an item does not meet all of these conditions, it will not qualify for a refund.

Refund Eligibility

Refunds are only available within 30 days of delivery and only if the item passes inspection as brand new. If the item does not meet refund eligibility criteria, the return will be processed as store credit only, or may be declined if return conditions are not met.

Why We Limit Refunds

At Kozzi, every piece is designed to be worn close to the body and crafted with premium materials focused on comfort and wellbeing. Once an item has been worn or handled beyond a brand‑new state, it can no longer be resold at the quality standard we stand behind.

To avoid increasing prices across our collection and to ensure every customer receives a fresh, pristine item, we limit refunds to a short window and rely on exchanges and store credit as our primary return solutions. This approach helps reduce waste, maintain hygiene standards, and keep Kozzi accessible without compromising quality.

Exchanges & Store Credit

If you ordered the wrong size or would prefer something else, we offer free size exchanges and returns for store credit within 30 days of delivery, provided the item meets our return conditions. Store credit is issued as a Kozzi Gift Card, does not expire, and can be used at any time on our website.

How to Start a Return

To begin a return or exchange, please email info@thekozzi.com with your order number and reason for return. Return shipping is the customer’s responsibility. Kozzi does not provide return labels. Please contact us before sending your return so we can provide the correct return address.

Damaged Items

If your item arrives damaged, you must report it within 5 days of delivery. Please include clear photos of the damage and a photo of the SKU label on the original polybag packaging. Once approved, we’ll replace the item with the same size and colour. Reports made after 5 days or without the required documentation may not be eligible for replacement.

Return Conditions

All returned items must be unworn, unwashed, and in brand‑new condition with original packaging and tags attached. We strongly recommend using tracked shipping, as Kozzi is not responsible for returns lost or damaged in transit.

Processing, Refunds & Store Credit

Once your return is received and approved, eligible refunds (within the 7‑day window) or store credit will be processed within one week. If there are any issues with your return, we’ll contact you via info@thekozzi.com.

Order Processing

Orders are processed within 5 minutes of purchase and typically ship within 48 business hours, excluding weekends and public holidays.

Agreement

By placing an order with Kozzi, you agree to the terms outlined in this Return & Exchange Policy. Kozzi reserves the right to update or amend this policy at any time. Customers are responsible for reviewing this policy periodically to stay informed of any changes.