Return/Refund/Warranty

Return and Refund for Retail Sales

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, undamaged or unsoiled and in its original packaging and place on a pallet. (10% restocking fee of purchase price will be applied if no original box) You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@kozisense.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions. Items sent back to us without first requesting a return will not be accepted.

Return Policy:

  • No return shipping cost - if there are any quality issues. (Videos and photos required)
  • Customers will be responsible for return cost -  if there are no quality issues on chair. 

Prepare Returns:

  1. To start a return, you can contact us at customerservice@kozisense.com and let us know which item(s) you like to return and the reason for your return
  2. Provide receipt, order number, consumer's name, address to us
  3. Make sure all parts are included in the original package
  4. Tape box securely and put the return shipping label on the box
  5. Chair should be returned back to our warehouse - 3625 E JURUPA Street Dock#53, Ontario, California, 91761

Money Back Policy:

  • Refunds will be processed within 5 business days after we receive and inspect the returned goods.
  • We will email you a notification of receipt and inform you whether your refund has been approved or rejected. If approved, your refund will be processed, and a credit will be applied to your credit card or original payment method within 5 - 7 days.
  • Refunds will be issued using the original payment method used for the purchase. (Some payment platforms may have a longer processing time, such as PayPal).

Cancellations:

  • You can cancel your order at any time before it has been shipped. Please note that cancellations are only possible if the order has not yet been dispatched, and tracking information has not been generated.
  • Once an order has shipped and is in transit, it can no longer be canceled. However, you may request a return after delivery in accordance with our standard return policy.

Warranty services include the following:

3 years of after-sales service for model A18, KZ-313, KZ-605, calculated from the date of purchase.

  • First Year: Enjoy free maintenance and repair for any major defects in workmanship or materials.
  • Second and Third Year: The warranty covers the cost of parts needed for repairs, and virtual assistance, and instruction videos will be provided, but labor costs are not included.

5 years of after-sales service for model KZ-L66, calculated from the date of purchase.

  • First to Second Year: Enjoy free maintenance and repair for any major defects in workmanship or materials.
  • Third to Fifth Year: The warranty covers the cost of parts needed for repairs, and virtual assistance, and instruction videos will be provided, but labor costs are not included.

What Our Warranty Does NOT Cover Or Cover Partially:

  • Used/Pre-owned Chairs with big discounted price are not covered by fully warranty (ONLY 6-month free parts)
  • Unused Open Box Orders ONLY covers 1 year free parts, exclude labor warranty
  • Wear and Tear: Normal wear and tear of PU leather, including cuts, scratches, or damage from accidents, abuse, misuse, water, floods, fires, or other external causes.
  • Consequential or Incidental Damage: Damage resulting from the use, misuse, or inability to use the product, or from defects in the product itself.
  • Unauthorized Modifications: Damage to the product resulting from modifications or alterations made without written permission from KoziSense.
  • Self-Assembly Damage: Damage occurring during self-assembly due to failure to follow the provided instructions.
  • Hand-Made Variations: Minor variations that arise from hand-made craftsmanship.

Limited Warranty

KoziSense reserves the right to determine if a warranty claim is valid. Any item requiring replacement due to exclusions will be at the purchaser’s expense. KoziSense will decide, at its sole discretion, whether to repair or replace a component, in accordance with Consumer Law.

Repairs or replacements under this warranty are limited to defective parts or materials. If a claim is approved, KoziSense will cover the cost of materials for replacement, though replaced components may differ in color and texture from the original.

This warranty is supplementary to any rights granted under Consumer Law. Any part of this warranty deemed unenforceable by law will be severed, but the remainder will remain in effect.

The warranty will terminate immediately if the product becomes defective due to misuse, lack of proper care, or commercial use.

The warranty applies only to the original purchaser and cannot be transferred. Subsequent purchasers will acquire the product "as is" and will not receive any warranty benefits from KoziSense.

Disclaimer of All Other Warranties and Obligations

This warranty, along with KoziSense’s obligations, replaces all other warranties (except those under Consumer Law), whether expressed or implied, including implied warranties of merchantability and fitness for a particular purpose, and all other representations made to the original purchaser.