Flat lay of parcel, return label and receipt—easy returns policy

Returns and Refund Policy

At KUMOZA, we aim to provide a fair and hassle-free shopping experience. Whether you are requesting a return due to an issue with your item or exercising your statutory right as an EU consumer, this policy explains the process clearly and transparently.

1. Right of Withdrawal (Applicable to EU Customers)

If you are located in an EU member state, you have the legal right to withdraw from this purchase contract within 14 days, without providing any reason.

This 14-day withdrawal period starts from the day you, or a third party indicated by you (other than the courier), physically receive the goods.

To exercise this right, you must notify us with a clear written statement (for example, by emailing support@kumoza.com). You must return the goods to us no later than 14 days from the date you notified us of your decision to withdraw.

Refunds for Withdrawal: We will reimburse all payments received from you, including the costs of standard delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

Reimbursement will be made without undue delay and in any event no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You will bear the direct cost of returning the goods, unless we explicitly agree otherwise.

2. Order Cancellation

We prioritize fast processing and shipping. If you wish to cancel an order, please contact us within 1 hour of placing the order and we will do our best to assist. Cancellation is not guaranteed once processing has begun.

This cancellation option is an additional service and does not affect your statutory right of withdrawal (where applicable).

If you wish to cancel: Please contact our support team immediately at support@kumoza.com.

  • If the order has not been shipped: We will cancel it and issue a full refund.
  • If the order has already been shipped: We cannot cancel it. Please wait for delivery and proceed with the return process (see Sections 3–4).

3. Eligibility for Return

Change of mind / unwanted item: You may request a return within 14 days of receiving your order. You are responsible for return shipping costs (see Section 9).

Faulty / incorrect / damaged items: If your item is defective, incorrect, or damaged in transit, please contact us as soon as possible and provide supporting photos/videos where relevant. EU customers are additionally protected by the statutory legal guarantee (see Section 11).

  • Manufacturing defects (We cover return shipping where applicable)
  • Incorrect item sent (We cover return shipping where applicable)
  • Damaged items during shipping (We cover return shipping where applicable)
  • Change of mind / Unwanted item (You are responsible for return shipping costs)

4. Requesting a Return (Important)

To ensure we provide the correct return address and speed up processing, please contact our customer support team first to receive a Return Merchandise Authorization (RMA) number and the correct return address.

IMPORTANT: DO NOT RETURN TO SENDER
Please do not send your return to the address shown on the shipping label. That address is a distribution center and cannot process returns.

Returns sent to the wrong address may be delayed or lost. If you send a package without an RMA number, processing may be delayed. This does not affect your statutory rights where applicable.

Steps to Return:

  1. Email support@kumoza.com with your Order ID and reason for return. Please attach photos/videos if the item is defective, incorrect, or damaged.
  2. Wait for our team to provide your RMA number and the correct return warehouse address.
  3. Pack the item securely and include the RMA number inside the parcel and/or clearly on the package as instructed.

5. Exchange and Refund Options

  • If a replacement is requested and available, we will arrange an exchange.
  • If the item is out of stock, you may choose a full refund or store credit.
  • All exchanges are subject to stock availability.

6. Return Conditions

Please return items in good condition. Where possible, include original packaging and tags to help us process your return efficiently.

EU withdrawals: You may inspect the goods as you would in a physical shop. If handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we may deduct an amount for any diminished value (where permitted by law).

Items that are returned with missing components, or that show damage beyond reasonable inspection (or beyond transit damage for shipping claims), may be subject to a deduction or may not be eligible for a full refund, depending on the circumstances and applicable law.

7. Refund Processing

Once we receive and inspect the returned item, refunds will be issued to the original payment method.

As an operational estimate, refunds are typically processed within 4 to 5 business days after inspection. For EU withdrawals, statutory timelines apply as stated in Section 1.

Replacement items (for exchanges) will be shipped according to our standard shipping policy.

8. Return Window

For change of mind / unwanted items, return or exchange requests must be initiated within 14 days from the date you receive your package.

For faulty / non-conforming goods (EU customers), the statutory legal guarantee applies (see Section 11).

9. Shipping Costs

  • If your return is due to a product defect, incorrect item, or shipping damage, KUMOZA will cover return shipping (based on the method/label we provide, where applicable).
  • For change of mind / unwanted items and EU withdrawal, the customer bears the direct cost of return shipping.
  • Where an exchange is approved due to a defect, we will cover the cost of shipping the replacement item to you (where applicable).

10. Refunds and EU VAT

  • EU customers: Refunds include the item price and the VAT paid at checkout. Where required by law, standard outbound delivery costs are refunded (excluding any extra cost for upgraded shipping options).
  • Non-EU customers: Refunds include the item price only (no VAT). Outbound shipping fees are generally non-refundable, unless required by law.

11. Legal Guarantee (EU Customers Only)

If you are a consumer based in the European Union, you are entitled to a statutory legal guarantee of conformity for a minimum of two (2) years from the delivery of the goods.

This guarantee covers a lack of conformity that becomes apparent within the legal guarantee period.

Where a defect becomes apparent within 1 year of delivery, it is generally presumed to have existed at the time of delivery unless proven otherwise. In some EU countries, this presumption period may be longer.

What is generally not covered: damage caused by misuse, accidental damage after delivery, or failure to follow care instructions. Normal wear and tear is not considered a defect; however, premature or abnormal deterioration may be assessed case-by-case.

Evidence after the presumption period: After the presumption period (e.g., after 1 year, or longer where national law provides), you may be asked to provide evidence that the defect existed at the time of delivery.

12. Free Gifts (Quantity-Based Promotion)

From time to time, KUMOZA may offer a free gift or promotional item with eligible purchases (a “Free Gift”). Where stated, this promotion is quantity-based, meaning the number of Free Gifts you receive depends on the quantity of eligible items purchased.

How the quantity-based Free Gift works:

  • For every 1 eligible item purchased, you will receive 1 Free Gift (per unit), unless stated otherwise on the product page or promotion banner.
  • If you purchase multiple eligible items in the same order, Free Gifts will be provided according to the eligible quantity.
  • Free Gifts are subject to availability and may be substituted with an item of equal or greater value if the original gift is out of stock.

Returns, withdrawals, and partial returns:

  • If you return or withdraw from an order that included Free Gifts, you must return the Free Gifts in proportion to the number of eligible items being returned.
  • Example: If you bought 3 eligible items and received 3 Free Gifts, then return 1 eligible item, you must also return 1 Free Gift. If you return all 3 eligible items, you must return all 3 Free Gifts.
  • If the required Free Gift(s) are not returned, we may reduce your refund by the value of the missing Free Gift(s) (or withhold the refund until all required items are returned or evidence of return is provided), where permitted by applicable law.

Condition of Free Gifts:

  • You may inspect the Free Gift as you would in a physical shop. If handling goes beyond what is necessary for inspection, we may apply a deduction for any diminished value, where permitted by law.

Missing or damaged Free Gifts:

  • If your Free Gift is missing or arrives damaged, please contact us with your Order ID and supporting photos (where applicable). We will assess and, where appropriate, arrange a replacement or an alternative solution.

Need Help?

If you have any questions or need assistance at any stage of the return process, please contact us at support@kumoza.com or via our contact page.