Refund and Returns Policy

Last updated: September 2026

We want you and your little one to love every KoziBaby order. If something isn't right, here's how we'll make it right.

1. Damaged, Defective, Wrong, or Missing Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 5 days of delivery and include:

• Your order number
• Clear photos or a video of the item and its packaging
• A photo of the shipping label on the package
• For missing items, a photo of all the items you received

Once your claim is approved, we'll send you a replacement or a full refund, including shipping costs. You won't need to return the item. Minor cosmetic marks that don't affect how the product works are not covered.

We recommend taking photos or a short video as soon as you open your package.

2. Change of Mind Returns

If you change your mind about a purchase, you may request a return within 14 days of delivery. To be eligible:

• The item must be unused, unwashed, and in its original packaging
• You must provide your order number
• The item must not be on the non-returnable list below

For change of mind returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we can't issue a refund for returns that don't reach us.

3. How to Start a Return

Please contact us at support@kozi.site with your order number and the reason for your return. We'll reply with the return address and next steps. Please don't send items back without contacting us first.

4. Refunds

For approved claims on damaged, defective, or wrong items, your refund will be issued once your claim is approved.

For change of mind returns, your refund will be issued once we receive and inspect the returned item. Original shipping costs are non-refundable.

Refunds are made to your original payment method. Depending on your bank, it may take 7–10 business days for the refund to appear in your account.

5. Exchanges

We don't offer direct exchanges. If you'd like a different size or color, please return the original item under our change of mind policy and place a new order for the item you want.

6. Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned once opened or used:

• Pacifiers, bottles, teethers, and other items that go in a baby's mouth
• Bath, feeding, and personal care items

The following items also cannot be returned:

• Items marked as final sale
• Personalized or custom-made products
• Items damaged due to misuse after delivery

This doesn't affect your right to a replacement or refund if these items arrive damaged, defective, or wrong.

7. Delayed or Lost Orders

For information about delivery times and lost packages, please see our Shipping Policy.

8. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us at support@kozi.site or through our Contact page.