Return and Exchange Policy
Kozee Vietnam Co., Ltd. is committed to providing customers with the highest quality products and a satisfactory shopping experience. However, if you receive a product with any defects or are dissatisfied, we are ready to assist with returns and exchanges according to the following policy:
1. Conditions for Return and Exchange
- The product must be in its original condition with tags, labels, and purchase receipt intact.
- Returns and exchanges must be made within 7 days from the date of receipt (based on the postal stamp or delivery receipt date).
- Products with manufacturing defects, damaged during shipping, or received in the wrong model or size compared to the order.
- Products still within the warranty period with technical defects.
2. Non-Returnable and Non-Exchangeable Products
- Items returned after 7 days from the receipt date.
- Items with size discrepancies if the customer ordered the wrong size.
- Products that have been used, are no longer intact, or missing tags, labels, or packaging.
- Items explicitly marked "No returns or exchanges" on the website, such as underwear, easily perishable cosmetics, etc.
- Defects not caused by the manufacturer.
3. Return and Exchange Procedure
- Step 1: Please notify Kozee’s Customer Service department via hotline 0852.31.61.81 or email info@kozee.com.vn for detailed instructions on the procedure.
- Step 2: Return the product with the invoice and a completed return request form (provided by Kozee) to the return address:
+ Kozee Vietnam Co., Ltd.
+ 434 Lien Phuong Street, Phuoc Long B Ward, Thu Duc City, Ho Chi Minh City
- Step 3: Kozee staff will inspect the product condition and return eligibility. If the return is approved, we will:
+ Exchange the product: Send a replacement item to the customer as soon as possible.
+ Refund: Issue a refund or provide a voucher equivalent to the product value within 15 days.
- Step 4: If the return request is denied due to ineligibility, we will notify and explain the reason, and return the product to the customer.
4. Return and Exchange Costs
- Kozee will cover all shipping costs for returns and exchanges if the product is defective, damaged by the manufacturer, or delivery service.
- For customer-induced issues, any shipping costs to return and receive a new product will be borne by the customer.
If you have any questions about the return and exchange policy, please contact our Customer Service department for prompt assistance. Kozee is always willing to listen to feedback to improve and ensure the highest satisfaction for our customers.
Thank you!