Returns, Refunds & Cancellations

Returns & Exchanges

If you are not satisfied with your purchase, you may request a return or exchange within 7 days of receiving your order.

To initiate a return or exchange, please contact us via email at official@hozi.uk with your order number and a brief description of the issue.
We will provide you with detailed instructions.
Please note that items sent back without prior approval will not be accepted.

If you receive a defective or incorrect item, we will either send a replacement or issue a refund once the issue is confirmed.

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.

Exchange Policy

Exchanges are available only for the same product in a different size or colour, subject to stock availability.

Exchange requests must be made within 7 days of receiving your order and follow the same approval process as returns.

Customers are responsible for all shipping costs related to exchanges, including return shipping and reshipping fees, unless the exchange is due to a defective or incorrect item.

For international exchanges, customers are responsible for all related costs, including shipping fees, duties, taxes, and customs clearance charges.

HOZI reserves the right to refuse an exchange if the item does not meet the return conditions outlined in this policy.

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)

HOZI reserves the right to reject any returned product that does not comply with this policy.
Rejected items will be returned to the original shipping address at the customer’s expense.

Return Shipping, Customs & International Returns

Customers are responsible for all return shipping costs for reasons other than product defects or incorrect items.

The £9 shipping fee charged at the time of the initial order is a subsidised rate supported by HOZI UK.
As a result, return shipping costs are higher and may vary by country.

For international returns, customers are responsible for all related costs, including return shipping fees, duties, taxes, and customs clearance charges.

Refusal to pay customs duties or taxes, failure to clear customs, or refusal of delivery will be treated as a customer-initiated return.
In such cases, refunds (if applicable) will be processed only after the item has been returned to us, and all shipping and customs-related costs will be deducted from the refundable amount.

Defective or Incorrect Items

Please inspect your order carefully upon arrival.
If an item is defective, damaged, or incorrect, contact us immediately and we will resolve the issue promptly.

Please note that minor variations of up to 3 cm due to the handmade nature of our products are considered normal and do not constitute a defect.

Refund Process

Refunds are processed only after the returned item has been received and inspected.

  • Processing time: up to 14 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 via email at official@hozi.uk.

Once an order has entered the processing or packing stage, cancellation may no longer be possible.

In cases where an order is cancelled or refunded for reasons other than product defects or faults, all shipping costs (including return shipping) are the responsibility of the customer.