1. 30-Day Satisfaction Guarantee

You may open and try your Kozzly products during the guarantee period.

To be eligible for our satisfaction guarantee:

• your request must be submitted within 30 days of your order's delivery date;
• you must complete our return request form before returning a product;
• products must not have been completely used or emptied;
• the request must correspond to reasonable use that truly allows for the routine to be tested;
• proof of purchase or your order number may be requested.

The guarantee is designed to allow you to test Kozzly products, not to allow for the full use of the products before requesting a refund.

2. How to Request a Return

Before returning a product, you must complete our return form.

Please provide the information requested in the form, including:

• your name;
• your email address;
• your order number;
• the product(s) in question;
• the reason for your request;
• any information or photos that may be necessary to evaluate your request.

Once your request has been reviewed, we will send you return instructions by email.

Do not return products without having received our return instructions.

Returns sent without a prior request may result in processing delays.

3. Return Shipping Costs

As part of our voluntary 30-day satisfaction guarantee, the shipping costs to return products are the responsibility of the customer.

We recommend using a tracked shipping service and keeping your proof of shipment until your return has been processed.

Kozzly is not responsible for a return package that is lost or damaged during transit when shipped by the customer.

This rule does not limit the rights that may be granted to you by applicable laws in certain specific situations.

4. Damaged, Defective, or Incorrect Products

If your order arrives:

• damaged;
• defective;
• incomplete;
• or if you received a product different from the one ordered;

please notify us as soon as possible by completing our return form or by contacting us at info@kozzly.com.

We may ask for photos of the product, its packaging, or the parcel in order to verify the issue.

After verification, we will indicate the applicable solution, which may include a replacement or a refund.

When the return is the result of a Kozzly error or a valid issue with the received product, the conditions regarding return shipping costs may differ from those of a return made simply under our satisfaction guarantee.

5. Products That Cannot Be Returned

We may refuse a request made under our voluntary guarantee when:

• the request is made more than 30 days after delivery;
• the product has been entirely or almost entirely used;
• the returned container is empty;
• the product has been intentionally damaged or used in a manner that does not correspond to its normal use;
• we cannot reasonably associate the request with a purchase made from Kozzly.

This section does not limit the rights provided by applicable laws regarding defective or non-compliant goods, or items covered by other legal protections.

6. Processing the Return

When a return is required, products must be sent in accordance with the instructions we provide.

We recommend keeping:

• your tracking number;
• your proof of shipment;
• communications regarding your return request.

Once the package is received, we will examine the return before confirming the refund.

7. Refunds

When your return is approved, the refund is issued to the payment method used at the time of purchase, unless another solution is required or agreed upon.

After the refund is issued, the time it takes for the amount to appear in your account depends on your bank or payment provider.

We will notify you once the refund has been processed.

8. Initial Shipping Costs

When a return is made simply because you choose to use our 30-day satisfaction guarantee, the initial shipping costs paid, if any, are generally non-refundable.

This rule does not apply when a legal obligation requires otherwise, or when the issue is the result of a Kozzly error, a defective product, or a situation covered by applicable legal protections.

9. Exchanges

We do not guarantee that direct exchanges will be available for all products.

When a product arrives damaged, defective, or incorrect, we may offer a replacement depending on the circumstances and availability.

For any other situation, we may ask you to complete an eligible return and then place a new order.

10. Lost Orders or Delivery Issues

If the tracking indicates an issue with your delivery or if your order did not arrive, please contact us at info@kozzly.com.

We will examine the situation with you and, where necessary, with the carrier.

Certain situations related to a non-delivered order may also be subject to protections provided by laws applicable to online purchases.

11. Reasonable Use of the Guarantee

Our 30-day satisfaction guarantee aims to allow our customers to try Kozzly with confidence.

In order to prevent abuse, we may review repetitive or unusual requests and refuse the application of our voluntary guarantee when there are reasonable grounds to believe it is being used in an abusive or fraudulent manner.

This provision does not limit any mandatory rights granted to consumers by law.

12. Consumer Rights

This policy constitutes Kozzly's voluntary policy regarding returns and refunds.

It does not replace or limit the rights you may have under applicable consumer protection laws.

In Quebec, certain situations, particularly those related to online purchases, defective products, or goods that do not match what was agreed upon, may provide consumers with additional remedies.