Issue claims
Kuzooo follows a controlled claim-based process: complaint submission is easy, but return and refund approval happens only after evidence review, support verification, admin approval, received-back parcel check, and final quality check.
01
Damaged product received, wrong product delivered, missing stone/detail, incomplete pair/missing item, or manufacturing defect visible on arrival can be reported. Change of mind, design dislike, lighting-based colour difference, used/worn product, customer damage, and claims without proof may be rejected.
02
Damage, wrong, missing, or incomplete claims must be reported within 24 hours of delivery with clear product photo, issue close-up, parcel label photo, and packaging available. Manufacturing defect visible on arrival can be reported within 48 hours. Unboxing video may be required for damaged, missing, or incomplete claims.
03
Every issue claim is manually reviewed by Kuzooo support. We may call the customer, ask for more proof, approve return shipment, or reject the claim. Return approval only means the item may be sent back; it does not confirm refund yet.
04
Refund is processed only for the approved product value after Kuzooo receives the returned item and quality check passes. Delivery charges, COD charges, convenience/payment fees, and reverse pickup charges are non-refundable unless Kuzooo approves a goodwill exception.
05
For hygiene and quality reasons, worn or used jewellery and accessories are not eligible for return or refund. Handmade variations are natural and are not treated as defects unless the product is unusable or incorrect.
