Refund policy
RETURNS & DAMAGE RESOLUTION
We want you to love your order from HOZZKO® / KØZY SNÜG®. If something arrives damaged, we’ll make it right.
How it works
- Returns accepted only for damaged products (not for cosmetic damage to packaging).
- 7-day window from the delivery date (courier timestamp) to report damage.
- Proof required: clear photos (and a short video if possible).
- Resolution: store credit (digital gift card) once approved.
- Pre-orders: see the “Pre-Orders & Cancellations” section below.
What qualifies as “damaged”
- Broken, cracked, leaking, or manufacturing defect.
- Wrong item or wrong personalization due to our error.
- Open seams, major pulls/holes, broken stitching or zipper, wrong item/size shipped
Not considered damage: dents/scratches to outer packaging, minor cosmetic variations, colour/scent/print differences from screen to real life, wrinkling/creasing from transit.
Items that cannot be returned
- Personalized/engraved items unless the product itself is damaged or we made a mistake.
- Used, worn, washed, or burned items (e.g., candles that have been lit).
- Final-sale, clearance, and gift cards.
How to report a damaged item (within 7 days)
Email: contact@hozzko.com (or use our Returns Form) with:
- Order number and the item name.
- Photos:
- One photo showing the entire item,
- Close-up of the damage,
- Photo of the shipping label,
- Photo of the inner/outer packaging.
(A short unboxing video helps speed things up.) - A brief description of what happened.
- Please keep all packaging until we finish the review.
What we’ll do
- We’ll review your claim within 2–3 business days.
- If approved, we’ll issue store credit (digital gift card) for the product price (including applicable taxes). Original shipping fees are non-refundable.
- For certain cases, we may provide a prepaid return label or waive the return at our discretion. Store credit is issued once the return is received/approved (or immediately if the return is waived).
