Returns & Refund Policy

Last Updated: October 2, 2026

At Kozicart, we want you to be happy with your purchase. Since our marketplace features handmade, customized and unique products, our return and refund process is designed to address product-related concerns fairly while considering the nature of each item.

Please read this policy carefully before placing an order.

1. Return Eligibility

Customers may request a return or resolution if a product:

• Arrives damaged or defective.
• Is incorrect or different from the product ordered.
• Is missing parts or items included in the order.
• Has a significant quality issue or does not match its description.

Return requests must be raised within 48 hours of delivery, along with relevant details and supporting photographs or videos, where applicable.

Some products may have additional return conditions mentioned on their product pages.

2. Non-Returnable Products

Due to the nature of handmade and customized products, the following may not be eligible for return unless they arrive damaged, defective, incorrect or materially different from their description:

• Customized or personalized products.
• Made-to-order products.
• Products created according to specific customer requirements.
• Products clearly marked as non-returnable on the product page.
• Products damaged due to misuse, mishandling or improper care after delivery.

Minor variations in colour, texture, shape, stitching or finish may occur in handmade products. Such natural variations, when consistent with the product description and images, do not generally qualify as defects.

3. How to Request a Return

To request a return or report a product issue:

1. Contact Kozicart at support@kozicart.com within 48 hours of delivery.
2. Include your order number, product name and a brief description of the issue.
3. Attach clear photographs or videos showing the product, packaging and issue, where applicable.
4. Our support team will review your request and may coordinate with the seller for further verification.
5. We will communicate the next steps, including return instructions or an appropriate resolution.

Please do not ship any product back before receiving return instructions from Kozicart or the relevant seller.

4. Return Approval

All return requests are subject to review based on the order details, product listing, evidence provided and applicable consumer protection laws.

If a return is approved, customers will receive instructions regarding the return address, packaging and shipping arrangements.

Products should be returned in their original condition, with tags, accessories and packaging where applicable. This requirement does not affect your rights under applicable law if a product is defective, damaged or incorrectly supplied.

5. Refund Policy

Refunds may be issued in the following circumstances:

• A return is approved and the product is received or otherwise verified, where required.
• An order is cancelled before dispatch and qualifies for a refund.
• An order cannot be fulfilled or delivered.
• A product is confirmed damaged, defective, incorrect or materially different from its description, and a refund is the appropriate resolution.
• A refund is otherwise required under applicable law.

Depending on the circumstances, Kozicart may offer a replacement, repair, exchange or refund as an appropriate resolution, subject to applicable law and customer rights.

6. Refund Processing Time

Once a refund is approved, it will generally be initiated within 5–10 business days.

The time taken for the amount to appear in your account may vary depending on your bank, payment provider or original payment method.

Refunds will generally be processed to the original payment method wherever possible. If that is not feasible, an alternative method may be arranged in accordance with applicable requirements.

7. Shipping Charges on Returns

• If a return is approved because the product was damaged, defective, incorrect or materially different from its description, return shipping costs will be handled in accordance with applicable law and the circumstances of the case.
• For other approved returns, any applicable return shipping charges will be communicated before the return is arranged.
• Original shipping charges, if any, will be refunded where required by applicable law or where the order qualifies under Kozicart's refund conditions.

No charge or deduction will be applied in a manner that limits rights provided under applicable consumer protection laws.

8. Exchanges and Replacements

Exchanges or replacements may be offered for eligible products, subject to availability and the nature of the issue.

For handmade or customized products, an identical replacement may not always be available. In such cases, Kozicart will communicate the available resolution options.

9. Order Cancellation and Refunds

Orders may be cancelled before dispatch, subject to the Cancellation Policy and the product's preparation status.

Once a product has been dispatched, cancellation may no longer be possible. Customers may still raise an eligible return or refund request under this policy.

For made-to-order and customized products, cancellation conditions may differ depending on whether production has started. These conditions will be communicated where applicable, without limiting statutory consumer rights.

10. Refunds for Undelivered or Lost Orders

If an order is not delivered within the applicable delivery period or is confirmed lost by the delivery partner, customers may contact Kozicart for assistance.

We will investigate the shipment with the seller or courier partner and communicate the available resolution, which may include re-shipment or a refund, as appropriate and subject to applicable law.

11. Incorrect Delivery Address or Failed Delivery

Customers are responsible for providing accurate delivery information at checkout.

If an order cannot be delivered due to an incorrect address, unavailable recipient or repeated unsuccessful delivery attempts, Kozicart or the seller may coordinate with the delivery partner regarding re-delivery or return-to-origin.

Any additional shipping charges or refund adjustments will be communicated to the customer and handled in accordance with applicable law and the relevant order conditions.

12. Refunds for Promotional Orders

For orders placed using coupons, discounts, promotional offers or free-shipping benefits, refunds will be calculated based on the amount actually paid and applicable promotional terms.

Any deductions or adjustments will be clearly communicated and will comply with applicable consumer protection laws.

13. Disputes and Customer Support

If you disagree with the outcome of a return or refund request, you may contact our support team for a review.

• Email: support@kozicart.com
• Phone: +91 96206 39268
• Support Hours: Monday to Saturday, 10:00 AM–7:00 PM IST

Please include your order number and relevant details when contacting us.

14. Consumer Rights

Nothing in this policy is intended to exclude, restrict or override any rights available to customers under applicable Indian consumer protection laws, including the Consumer Protection Act, 2019 and applicable e-commerce rules.

Where this policy conflicts with a customer's statutory rights, the applicable law will prevail.

15. Policy Updates

Kozicart may update this Returns & Refund Policy from time to time. Any revisions will be published on this page with the updated effective date.

By placing an order on Kozicart, customers acknowledge that they have read this policy, subject to their rights under applicable law.