Returns policy & returns form
If the product you have received from us does not meet your expectations, you can of course return it. You have 18 days after receiving your order to register a return. A try-out period of 30 days is allowed for the Koz-E Sleep. To make the returns process as easy as possible for you, please follow the steps below to register a return and proceed.
- The product must be returned with all accessories supplied and, if reasonably possible, in its original condition and packaging;
- The product must be unused and undamaged.
As soon as we have received the product and if the product meets these conditions, we will refund the full purchase amount to your account within 14 days. If only part of the ordered products is returned, the purchase price of the returned items will be credited.
Damage to product:
If the product is damaged due to careless handling, the customer is liable for any reduction in value, or the consumer will no longer receive any compensation.
If you want to exchange the product for another product, we will reimburse the costs of return shipping.
Heat and heating are subjective experiences, and we understand that personal preferences vary. That is why we offer you the opportunity to try out the Koz-E heating products at home, so that you can experience and assess them in your own environment. However, if you are not satisfied with your Koz-E purchase, you can return it within 18 days of receipt, with the exception of the Koz-E Sleep, which has a 30-day return period.
Please note that the costs for returning the products are at your own expense. As soon as we have received your return in good condition, we will refund the purchase amount to your account within 14 (fourteen) days.
The costs of return shipping are borne by the buyer.
- To initiate your return, complete the return form online and click send.
- You will receive an email with a shipping label and packing slip. Print this out and put the packing slip in the package and stick the shipping label on the outside of the package.
- Deliver your package to a DHL shipping point. You can find the nearest branches here.
- Once we have received and processed your return, you will automatically receive a message by email. You will also be credited with the (partial) amount you paid via the payment method you used for your original purchase. This can take up to 14 working days.
- If you have not received a confirmation email from us after 14 working days, please contact us so that we can assist you as quickly as possible.
- Keep the post office receipt so that you can show proof of the return if in doubt.
- Once we have received your return and processed it, you will receive an automatic notification by email. The (partial) amount you paid will also be credited to the payment method used for your original purchase. This can take up to 14 working days.
- If you have not received a confirmation email from us after 14 working days, please use the contact us so that we can assist you as quickly as possible.