Refund policy

Last updated: 07.12.2025

At Koze Collection, each candle is handmade with care in Switzerland.
If something isn’t quite right, we’re here to help.

Returns

Due to the handcrafted nature of our candles, we only accept returns under the following conditions:

  • The candle must be unused, unlit, and in its original packaging

  • Return requests must be made within 14 days of receiving your order

To request a return, please contact us at hello@kozecollection.com with:

  • your order number

  • a brief explanation of the issue

  • photos if relevant

Once your return is approved, we will send you instructions on how to proceed.

Please note:

  • Return shipping costs are the responsibility of the customer

  • We recommend using a tracked shipping service, as we cannot be responsible for lost return packages

Refunds

Once your return is received and inspected, we will notify you by email.

If approved:

  • your refund will be processed to the original payment method

  • please allow 5–10 business days for the refund to appear, depending on your payment provider

Damaged or Incorrect Items

If your candle arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

  • your order number

  • photos of the item and packaging

In this case, we will offer a replacement or a full refund, including shipping costs.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • candles that have been used or lit

  • items that are not in their original condition

Please note that small variations in colour, texture or finish are part of the handmade process and are not considered defects.

Contact Us

If you have any questions about our refund or return policy, feel free to contact us:

  • Email: hello@kozecollection.com

  • WhatsApp: +41 78 244 60 78

  • or via the contact form on our website

We’ll always do our best to find a fair and thoughtful solution.