Refund policy

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

Because our products are custom-made, customer-requested cancellations are generally permitted only before production begins.

If you need to cancel your order, please contact us as soon as possible. Any customer-requested cancellation approved before production begins is subject to the cancellation terms set out in Section 6 of this policy, including the applicable 5% cancellation fee.

Once the final proof has been approved and production has started, the order cannot generally be canceled, returned, or refunded for customer-requested reasons.

This restriction does not limit remedies that may be available for verified manufacturing defects, shipping damage, incorrect products, or errors caused by Koozify.

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; or
• change of mind after production starts.

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.

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. Customer-Requested Cancellations

If a customer requests to cancel an order before production has started, Koozify may accept the cancellation, and any approved refund will be subject to a 5% cancellation fee. The cancellation fee will be deducted from the amount refunded to the original payment method.

The 5% cancellation fee is intended to cover non-refundable payment processing charges, administrative handling, order preparation, and other costs incurred in connection with the original transaction.

For purposes of this policy, a cancellation is considered customer-requested when the customer elects not to proceed with the order for reasons unrelated to a verified error, defect, or failure by Koozify.

For purposes of this policy, production is considered to have started once Koozify has begun production setup, material preparation, printing, manufacturing, or other order-specific production work following final proof approval.

Once the final proof has been approved and production has started, customer-requested cancellation, return, or refund is generally no longer available because the products are custom-made specifically for the customer.

If production has not yet started, approval of a cancellation does not constitute an entitlement to a full refund. Any approved customer-requested cancellation before production will be refunded less the applicable 5% cancellation fee, unless Koozify expressly agrees otherwise in writing.

7. Cancellations or Refunds Caused by Koozify

The 5% cancellation fee does not apply where the cancellation or refund results from:

• Koozify being unable to fulfill the order as confirmed;
• a verified manufacturing defect;
• a verified printing error;
• an incorrect quantity supplied;
• verified shipping damage for which Koozify is responsible;
• or another material error caused by Koozify.

In such cases, depending on the circumstances and the issue confirmed by our team, Koozify may offer one or more of the following remedies:

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

Any remedy will be determined based on the nature of the confirmed issue, the production status, and the circumstances of the individual order.

8. Refund Processing

Any approved refund will be issued to the original payment method unless otherwise agreed in writing.

Shipping charges, rush production fees, design fees, sample fees, and other service charges are generally non-refundable unless the applicable refund results from an error caused by Koozify.

Once a refund has been approved by our team, it is typically processed within 5–10 business days. The time required for the funds to appear in the customer’s account may vary depending on the payment provider, card issuer, or financial institution.

9. Late or Missing Orders

Delays caused by carriers, customs clearance, weather, public holidays, or other events beyond our reasonable control generally do not, by themselves, entitle the customer to cancellation or a refund.

If a shipment is confirmed lost or otherwise cannot be delivered, we will review the circumstances and determine an appropriate remedy.

If the carrier has attempted delivery and the shipment is later returned, lost, or becomes undeliverable because the recipient did not timely accept or collect the package, failed to respond to delivery notices, provided an incorrect or incomplete delivery address, or otherwise failed to cooperate with the carrier’s delivery process, such circumstances are considered outside Koozify’s reasonable control.

If the carrier records the shipment as delivered but the recipient later reports that the package is missing, Koozify will make reasonable efforts to assist the customer in contacting the carrier, investigating the shipment, or pursuing any available carrier claim. However, a post-delivery loss or inability to locate the package does not, by itself, establish a failure by Koozify or automatically entitle the customer to a refund.

10. Samples

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

11. 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.

12. Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies that cannot lawfully be excluded, restricted, or waived under applicable law.

13. Contact Us

If you have any questions about your order, please contact us:

Email: info@koozify.com

Website: www.koozify.com

Koozify is a brand operated by Phase Trade Co., Limited, a company registered in Hong Kong.