Return and refund policy

A product that arrives broken, cracked or damaged in transit; damage caused by a packaging defect; a wrong product delivered; a missing stone or detail; an incomplete pair or missing item; or a manufacturing defect visible when you unpack the order. Report it within 7 days of delivery.

Change of mind, design or colour preference, lighting-based colour difference, size expectations where dimensions were listed on the product page, used or worn products, damage after delivery, small natural variations in handmade or natural-shell pieces, and claims without the unboxing proof below.

Please record one continuous, uncut video while opening the parcel, starting from the sealed package with the shipping label visible. Keep clear photos of the product, a close-up of the issue, the parcel label and the original packaging. A damage claim cannot be approved without this proof.

Use the Return request page, or message Kuzooo support with your order number, within 7 days of delivery. Share the photos when you submit; our team will ask for the unboxing video.

Every claim is verified by Kuzooo customer support, including a call to the number on the order. Approval depends on the proof and on that conversation. We may ask for more proof, approve a return pickup, or decline the claim. If we cannot reach you after repeated attempts, the claim may be closed.

When a claim is approved, Kuzooo arranges and pays for the return pickup. When the parcel reaches us, the product is checked against the approved claim, the original product, its packaging and condition. A replacement or refund proceeds after this check.

An approved claim is settled with a replacement where the piece is available, or a refund of the approved product value to the original payment method (for cash-on-delivery orders, to a bank account or UPI ID you share with support). When the approved claim covers the whole order, the delivery charge you paid is refunded as well. Payment gateway fees and goodwill exceptions are at Kuzooo’s discretion.

For hygiene and quality reasons, worn or used jewellery and accessories are not eligible for return or refund. Where a product page identifies a piece as handmade or natural-shell, small natural differences in shape, texture or finish are expected and are not treated as defects unless the product is unusable or incorrect.