Refund policy

30-Day Returns

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

For a change-of-mind return, the item must be in the same condition in which it was received: unworn, unused, and free from damage or signs of wear. Any tags and protective films must remain attached, and the item must be returned in its original packaging with all accessories, manuals, tools, and complimentary items included. You will also need to provide your order number or other proof of purchase.

These conditions do not limit your rights if an item is faulty, damaged, incorrectly described, or different from what you ordered.

How to Request a Return

To request a return, please email support@choosz.com with:

Your order number
The item you wish to return
The reason for the return
Clear photographs or videos if the item is defective, damaged, or incorrect

Our customer service team aims to respond within 24 hours on business days.

If your return is approved, we will provide the return address and instructions on how to send your item. Please do not send returns to an address shown on the original parcel, as this may not be the correct returns facility.

Items sent back without prior return authorization may not be accepted.

Return Shipping

For change-of-mind returns, the customer is responsible for the cost of return shipping. We recommend using a tracked shipping service and retaining proof of postage until your return has been completed. CHOOSZ is not responsible for unauthorized returns or returned parcels lost in transit.

If an item is defective, damaged in transit, or different from what you ordered, CHOOSZ will cover reasonable return shipping costs. Depending on your location, we may provide a prepaid return label or arrange reimbursement for an approved shipping method. Please contact us before sending the item.

Original shipping charges are not refundable for change-of-mind returns, except where required by applicable law.

Restocking Fees: We do not charge any restocking fees for approved returns.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order when it arrives. If your item is defective, damaged, or different from what you ordered, contact us as soon as possible so that we can evaluate the issue and make it right.

Where reasonably possible, please report visible damage or an incorrect item within 3 days of delivery and include clear photographs of:

The item received
The packaging
The shipping label
The damaged or incorrect area

If your parcel appears to have been lost in transit, please contact us at support@choosz.com with your order number and tracking information.

The 3-day reporting request helps us investigate shipping issues promptly. It does not limit any rights or remedies available to you under applicable consumer law.

Exceptions and Non-Returnable Items

The following items are not eligible for change-of-mind returns:

Personalized or custom-made products
Gift cards
Items clearly marked Final Sale before purchase
Items that have been worn, used, altered, deliberately damaged, or returned incomplete
Items with removed protective films, missing tags, missing accessories, or packaging damaged beyond what is reasonably necessary to inspect the product

Regular promotional or sale-priced items may be returned under our standard 30-day policy unless they were clearly marked Final Sale before purchase.

These exclusions do not apply when an item is faulty, damaged, incorrectly described, or different from what you ordered. Nothing in this policy excludes or restricts rights that cannot legally be excluded.

Please contact support@choosz.com if you have questions about the eligibility of a particular item.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different item is to request a return for the original item. Once the return has been approved, you may place a separate order for the replacement item. Approval of a return does not reserve inventory or guarantee that another item will remain available.

If you received a defective, damaged, or incorrect item, please contact us before placing another order so that we can provide the appropriate solution.

United Kingdom and European Union Cooling-Off Rights

If your order is delivered to the United Kingdom or European Union, you may have a legal right to cancel an eligible online purchase without giving a reason.

You must notify us of your decision to cancel within 14 days of receiving the goods. After notifying us, you must return the goods within the period required by applicable law. You may examine the goods as you would in a physical store, but you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

Unless the item is defective, damaged, or incorrect, you are generally responsible for the direct cost of returning it. Where required by law, we will also refund the standard outbound delivery charge. Additional costs resulting from your choice of an expedited or premium delivery method may not be refundable.

Certain goods, including personalized or custom-made products, may be excluded from cooling-off rights where permitted by law.

Our 30-day return policy provides additional time to request an eligible return and does not replace or restrict your statutory cancellation rights.

Australian Consumer Rights

For customers in Australia, our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our voluntary 30-day return policy and any product warranty operate in addition to these rights and do not replace or restrict them. Consumer guarantee rights may still apply to promotional and Final Sale items when those items are faulty or otherwise fail to meet a consumer guarantee.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days. Where required by applicable law, refunds will be processed within the legally prescribed period.

Please allow additional time for your bank, credit card provider, or payment service to process and post the refund to your account.

We reserve the right to reduce or refuse a change-of-mind refund if the returned item has been worn, used, damaged, altered, or returned with missing components, except where prohibited by applicable law.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@choosz.com.