Refund Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. Please read our Refund Policy carefully.

1. Eligibility for Refunds

  • Refunds are available for products that are defective, damaged upon arrival, or incorrectly shipped.

  • Refund requests must be made within 14 days of delivery.

  • To be eligible for a refund, the item must be unused, unopened, and in its original packaging.

2. Non-Refundable Items

The following items are not eligible for refund or exchange:

  • Products that have been opened or used.

  • Items purchased during clearance or promotional sales.

  • Gift cards or downloadable products.

  • Items returned after the 14-day window.

3. Return Process

  1. Contact our Customer Support Team at [your support email] with your order number and reason for return.

  2. Once approved, you will receive a Return Authorization and shipping instructions.

  3. Securely pack the item and ship it back to the address provided.

  4. Once received and inspected, we will notify you of the approval or rejection of your refund.

4. Refund Timeline

  • Approved refunds are processed within 7–10 business days after receiving the returned product.

  • Refunds are issued via the original payment method.

  • Depending on your bank or payment provider, it may take additional days for the amount to appear in your account.

5. Shipping Costs

  • Original shipping charges are non-refundable unless the error was on Koza Whitening’s part.

  • You are responsible for paying the return shipping cost unless the product was defective or incorrect.

6. Damaged or Defective Products

If your order arrives damaged or faulty:

  • Take clear photos of the damaged product and packaging.

  • Email the photos to our support team within 48 hours of delivery.

  • After review, we will issue a replacement or full refund.

7. Exchanges

  • Exchanges are available for defective or damaged items only.

  • To request an exchange, contact support within 14 days of delivery.

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account again.

  2. Contact your credit card company or payment provider—it may take time before your refund is posted.

  3. If you’ve done all this and still haven’t received your refund, please contact our support team.

9. Contact Information

If you have questions about our refund process, please contact us:
📧 Email: [support@kozawhitening.com]

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