Returns, Refunds & Cancellations
If you are not satisfied with your purchase, you may request a return for a refund or an exchange within 7 days of receiving your order.
To initiate a return or exchange, please contact us at official@hozi.uk with your order number and a brief description of the issue. We will provide you with further instructions.
Items returned without prior approval will not be accepted.
Return Conditions
To be eligible for a return or exchange, items must be:
- In original condition (unworn and unused)
- With all original tags attached
- In the original packaging
- Accompanied by a printed order confirmation
Returns will not be accepted if hang tags are detached.
Shipping Costs for Returns & Exchanges
Customers are responsible for all shipping costs related to returns and exchanges, including return shipping and reshipping costs for exchanged items.
However, if a return or exchange is due to a defective, damaged, or incorrectly shipped item, a full refund including the original shipping fee will be provided, or the replacement will be shipped entirely at HOZI UK’s expense.
Refund Deductions
When a refund is issued for a returned item, the original shipping fee paid at the time of purchase is non-refundable, and £14 will be deducted from the refund amount.
This £14 represents the portion of the original delivery cost covered by HOZI UK as part of our customer service. The actual delivery cost is £23, of which customers pay only £9, while HOZI UK covers the remaining £14.
*For customers using EMS Premium, only the original shipping fee paid at the time of purchase will be deducted from the refund, with no additional deduction.
Exchange Policy
Exchanges are available only for the same product in a different size or colour, subject to stock availability.
For exchanges not due to a defective, damaged, or incorrectly shipped item, a £23 reshipping fee will be charged.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Gift cards
- Sale or promotion items
- Used items
- Items without original tags
- Custom-made or personalised products, including size customisation and Gold Edition items
Customs & Refused Deliveries
Refusal to pay customs duties or taxes, failure to complete customs clearance, or refusal of delivery will be treated as a customer-initiated return.
In such cases, refunds or reshipments will be processed only after the item has been returned to us and will be subject to the same terms as standard returns or reshipments not related to defective or incorrectly shipped items.
For most EU countries, excluding the UK, a small amount of customs duty may be charged upon import clearance (approximately €5–€10, depending on the order quantity).
Please respond promptly to any calls or messages from customs or the delivery carrier to avoid delays in customs clearance or delivery.
Refund Process
Refunds are processed only after the returned item has been received and inspected.
- Processing time: up to 7 business days
- Refunds are issued to the original payment method
- Bank processing may take an additional 2–4 business days
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at official@hozi.uk.
Once an order has entered the processing or packing stage, cancellation may no longer be possible.
If an order has already been shipped, any return for a refund will be handled in accordance with the return and refund terms outlined above.
HOZI reserves the right to reject any returned item that does not comply with this policy. Rejected items will be returned to the original shipping address at the customer’s expense.