Política de reembolso

At Koozify, we specialize in custom-made and personalized products. Because most of our items are produced specifically for each customer, our return and refund policy is different from that of standard retail products.

Please read this policy carefully before placing an order.

1. Order Cancellation

For custom orders, cancellation is allowed only before artwork approval, production setup, or manufacturing begins.

If you need to cancel your order, please contact us as soon as possible. If production has not started, we may cancel the order and issue a full or partial refund depending on the work already completed.

Once artwork has been approved and production has started, the order cannot be canceled, returned, or refunded except in the case of verified manufacturing defects, shipping damage, or our error.

2. Custom Products

Because our products are custom printed or personalized with your logo, text, design, or other customer-provided content, custom items are generally non-returnable and non-refundable unless:

the product arrives damaged;
the product has a manufacturing defect;
the product received does not match the approved artwork or order specifications due to our error; or
the wrong item was shipped.

We do not accept returns or offer refunds for:

customer spelling, text, image, or artwork errors approved before production;
minor color differences caused by screen display, photography, lighting, or material surface;
slight size, placement, stitching, or production variations within normal industry tolerance;
change of mind after production starts; or
delays caused by customs, carrier issues, weather, strikes, or other events beyond our control.

3. Non-Custom / Blank Items

For non-customized blank items, return requests may be accepted within 30 days of delivery, provided that:

the item is unused;
the item is in its original condition and packaging; and
the return is approved by us in advance.

Return shipping costs for non-defective returns are the responsibility of the customer.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and provide:

your order number;
clear photos of the product;
photos of the packaging and shipping label; and
a brief description of the issue.

After review, we may offer one of the following remedies:

a remake;
a replacement;
a partial refund; or
a full refund.

The solution will depend on the nature and severity of the issue.

we may approve a full or partial refund depending on the production stage and any costs already incurred.

5. Return Authorization

Do not return any items without our prior written approval.

If a return is approved, we will provide return instructions. Unauthorized returns may be refused.

For approved returns, items must be sent back in the condition requested by our team. We recommend using a trackable shipping service.

Return address details will be provided only after the return request has been reviewed and approved.

6. Refunds

We may offer one of the following remedies:
a remake; a replacement; a partial refund; or a full refund.

The refund amount, if any, will depend on the specific circumstances of the order and the issue confirmed by our team.

If your refund request is approved, the refund will be issued to the original payment method.

Refund processing times may vary depending on your payment provider or bank.

Shipping charges, rush production fees, design fees, sample fees, and other service charges are generally non-refundable unless the issue was caused by our error.

Once your refund request is approved by our team, refunds are typically processed within 5–10 business days. The time for the refund to appear in your account may vary depending on your payment provider or bank.

7. Late or Missing Orders

We will make reasonable efforts to ship orders within the estimated or promised timeframe. Please note that production time and shipping time are separate.

If we cannot ship within the agreed production timeline due to our own delay, we will contact you regarding the updated schedule and available solutions.

Transit times provided by carriers are estimates only and are not guaranteed unless explicitly stated.

Delays caused by carriers, customs clearance, weather, public holidays, or other events beyond our control do not constitute grounds for cancellation or refund.

8. Samples

Sample orders, pre-production samples, and mockup-related fees are generally non-refundable unless the sample arrives damaged or materially differs from the approved specification due to our error.

9. Color, Material, and Production Tolerance

Because of differences in screen displays, printing methods, material batches, and hand-made or semi-manual production processes, slight variations in color, stitching, placement, thickness, or finishing may occur. These minor variations are not considered defects.