Return Policy
Koozo – Return & Refund Policy
At Koozo Commerce Pvt. Ltd., we are committed to ensuring a smooth and satisfying shopping experience for our customers. We understand that sometimes, a product may not meet your expectations, and we are here to assist you with returns, exchanges, or refunds—while keeping sustainability and fairness in mind.
Below is our detailed Return & Refund Policy, covering all product categories—Beauty, Fashion, Home & Lifestyle, Health & Wellness, Pets, Kids, Spirituality, and Gadgets.
1. When Can You Return or Exchange a Product?
✅ Eligible for Return/Exchange (Within 24 Hours of Delivery)
a) Damaged or Defective Product
If you receive a product that is broken, damaged, or malfunctioning, please notify us immediately. To process your request:
- Provide clear images/videos showing the defect.
- Keep the original packaging and invoice.
- Submit an unboxing video (packaging must appear untampered).
b) Wrong Item Delivered
If you receive an incorrect product, we will arrange a replacement. For verification:
- Share a photo of the invoice (with visible order number).
- Attach images of the wrong product received.
- Submit an unboxing video (packaging must appear untampered).
c) Missing Item in Order
If any item is missing from your package:
- Send a photo of the invoice (order number visible).
- Show images of all received products.
- Provide an unboxing video (to confirm the missing item).
❌ Non-Returnable Items (Category-wise Exceptions)
To ensure hygiene, safety, and fairness, the following products cannot be returned or exchanged unless they are defective or incorrect:
|
Category |
Non-Returnable Conditions |
|
Beauty & Personal Care |
Opened or seal-broken products (for hygiene reasons). |
|
Fashion (Clothing, Footwear, Accessories) |
No returns for size or fit issues (please refer to the size guide before ordering). |
|
Health & Wellness (Supplements, Medical Devices) |
Only sealed products eligible; no returns once opened. |
|
Gadgets & Electronics |
No returns if the seal is broken, unless the product is defective. |
|
Personalized / Spiritual Items |
Custom-made or personalized items (e.g., engraved jewellery, religious products) are non-returnable. |
|
Pets & Kids Products |
Hygiene-sensitive items such as pet feeders and baby teethers are not eligible for return. |
2. How to Initiate a Return/Exchange?
Step-by-Step Process:
1. Contact Customer Support within 24 hours of delivery.
2. Provide Required Proof (images, invoice, unboxing video).
3. Pack the Item Securely (original packaging + tags intact).
4. We Arrange a Pickup (within 1-2 business days).
5. Quality Check at Our Facility (approval required for refund/exchange).
📌 Return Shipping Fee: A return shipping fee of INR 200 may apply for refund or exchange requests unless otherwise stated in the offer terms.
3. Refund Process
- Once the return is approved, refunds are processed within 5-7 business days.
- Refund Method:
- Original payment mode (credit card, UPI, wallet, etc.) or
- Koozo Store Credit (for faster processing).
- For Instant Refunds: Share your bank details (Account Name, Number, IFSC).
4. Exchange Process
- If you request an exchange, we dispatch the replacement after quality check.
- Priority shipping for approved exchanges.
5. Special Cases & Exceptions
🔹 Beauty & Health Products
- No returns if the seal is broken (unless defective).
- Skincare/Makeup: Testers available online; check shades before purchase.
🔹 Fashion (Clothing, Footwear, Accessories)
- No size exchanges (refer to our detailed size guide).
- Defective stitching/fabric? Eligible for return.
🔹 Gadgets & Electronics
- 7-day replacement policy for manufacturing defects.
- No returns if the product is used or the seal is broken.
🔹 Promotional/Discounted Items
- Some flash sale products may have different return rules (check offer terms).
6. Important Notes
📌 Unboxing Video Mandatory: No return/exchange without it.
📌 24-Hour Window: Raise requests within 24 hours of delivery.
📌 Hygiene First: No returns on opened beauty/wellness products.
📌 Sustainability Effort: Opt for store credit to reduce carbon footprint.
Need Help?
Contact Koozo Customer Support at:
📧 Email: support@koozo.com
📞 Phone: 9810091405
Support Hours:
Monday to Saturday, 9 AM to 6 PM IST
(Closed on Sundays and public holidays)
Important Notes:
🔹 Our team will review your request and respond within 2 working days.
🔹 For faster resolution:
- Always include your Order Number and Product Details.
- Attach images/videos (for damaged/wrong items).
