Refund policy

Effective: 01 September 2026

At Kuzola, we want you to be happy with your purchase. If you are not completely satisfied, please contact us and we will do our best to help.

Damaged or Faulty Items

We carefully select our products and work with trusted suppliers. However, occasionally items may be damaged during transit or arrive with a manufacturing fault.

If your item arrives damaged or faulty, please contact us within 3 working days of delivery.

To report a damaged or faulty item, please contact us through the contact portal and include:

Your order number
The product name
A description of the issue
Clear photographs showing the damage or fault

Once verified, we may:

Send a replacement item
Issue a full refund
Provide store credit

The appropriate resolution will be determined based on the circumstances and product availability.

Missing Items

If an item is missing from your order, please contact us within 3 working days of delivery.

Please include:

Your order number
The missing product(s)

Once verified, we will either:

Send the missing item, or
Issue a refund for the missing item

Incorrect Items Received

If you receive an item you did not order, please contact us as soon as possible.

We may arrange collection of the incorrect item or provide return instructions. Once the item has been returned and inspected, we will either:

Send the correct item, or
Provide a refund

Returns & Right of Withdrawal

We want you to shop with confidence. If you change your mind, you have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with EU consumer protection laws.

To request a return, please visit the Order on your account page. navigate to the order and click the Returns button. Ensure you are logged in to do this. Please follow the instructions provided.

To be eligible for a return, items must be unused, in their original condition, and returned with all original packaging where reasonably possible.

For hygiene and health protection reasons, we cannot accept returns of products that have been opened, unsealed, used, or otherwise altered after delivery. This includes products such as soaps, bath products, essential oils, fragrance oils, and other personal care items where the protective packaging or seal has been broken.

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible so we can help resolve the issue.

Refunds are processed once returned items have been received and inspected. Any approved refund will be issued to the original payment method used for the purchase.

Refunds are typically issued within 14 days of receiving and approving the returned goods.

Original shipping charges are non-refundable except where the return is due to a fault, damage, or an error on our part.