Hozo accepts returns for both defective and non-defective products, subject to the conditions, approval process, remedies, and exclusions in this policy. If a non-defective item is not right for you or you simply change your mind, you may request a return within 14 days after receipt. We call this an ordinary return below.

Please check your order when it arrives. If you notice visible transit damage, an incorrect item, a part missing on delivery, or another package-content discrepancy, let us know within 7 days after receipt. This 7-day period for visible issues does not shorten the 14-day ordinary-return period or the applicable warranty for a latent defect that could not reasonably have been identified earlier.

We use the carrier's delivered timestamp as the receipt date unless you provide credible evidence that the scan or recorded date is inaccurate. If you believe the record is wrong, please share that information with us.

Ordinary returns are available for items that are unused, uninstalled, unmodified, complete, resalable, and in their original box with enough protective packing material. All returns need our written authorization before shipment.

Handmade products may have reasonable differences in color, finish, texture, production batch, or manual measurements. These differences are not defects when they do not materially affect the item's use.

If your plans change, you may request cancellation of a standard order without charge, provided we receive the request within 24 hours after the order is placed. Customized items and any other exclusions expressly stated in this policy do not qualify for this cancellation right.

Please include your order number. We may ask for additional information when it is reasonably needed to verify the order or review your request.

Please wait for our written confirmation: the cancellation takes effect only when we confirm it in writing.

Once an order has been dispatched, we cannot stop it in transit. If you receive the parcel and then wish to return it, the ordinary-return rules in Sections 4-8 apply. The 30%-50% charge in Section 15 does not apply merely because the order had already been dispatched; it applies when delivery of a dispatched parcel is refused.

If something needs correcting, you may request a change to the color, dimensions, delivery address, or telephone number within 24 hours after placing your order.

Please include your order number and the exact change you would like us to review. The change takes effect once we confirm it in writing.

After dispatch, order details can no longer be changed. You are still welcome to contact us with questions about your delivery.

If a non-defective item is not right for you or you have simply changed your mind, please contact us within 14 days after receipt to request an ordinary return. The request needs to meet the conditions in Section 1 and receive our written authorization before you send the item.

Once we approve the return, please dispatch the parcel within 7 days after the approval email, using the return address and instructions provided there.

For a non-defective or change-of-mind return, the actual return shipping cost is paid by you. If we arrange or advance a return-shipping cost that is your responsibility and it remains unpaid, we may deduct that actual cost from your refund.

To help the return go smoothly, please send it within the required time, with authorization, unused, uninstalled, unmodified, complete, and packed with suitable protection. We may refuse a return that does not meet these requirements, including one missing a component that was originally delivered.

Manufacturer-customized goods and accessories such as light bulbs are not eligible for an ordinary return, subject to applicable mandatory law. If you are unsure whether an item is included, please ask us before ordering or before sending it back.

Three or more units of the same product cannot be returned, canceled, or exchanged under the ordinary policy. If you are considering three or more units, we recommend purchasing one first so you can make sure it suits your needs.

Outbound shipping and shipping-insurance charges already incurred are non-refundable after dispatch. Please email us if you would like help understanding a charge.

Returns are accepted by mail after our written authorization. To get started, please email [email protected] with your order number, the reason for your request, any supporting information reasonably relevant to it, and the outcome you would like us to review.

We may ask for additional information when it is reasonably needed to verify the order, review the request, select an appropriate remedy, identify the correct return address, or determine carrier responsibility. This helps us give you the right instructions the first time.

Please wait for our written return authorization and return instructions, including the return address, before sending the item. Sending it early can make the return harder to trace.

After dispatching an approved return, please email us the tracking number, tracking URL, photos of the item, and photos of the packed parcel, to the extent this information is reasonably available. These details help us identify your return.

For a non-defective or change-of-mind return, please arrange payment with the return carrier. The return shipping is your responsibility. If an actual return-shipping cost that is your responsibility remains unpaid, including a cost we arrange or advance on your behalf, we may deduct it from your refund.

If you accept an approved physical remedy for transit damage, a confirmed manufacturing defect reported within 14 days, or an incorrect item, we cover the shipping specifically needed to carry out that approved remedy.

If you would prefer a refund, please let us know so we can review that option. The shipping we cover for an approved physical remedy does not automatically extend to a refund request. If a return is needed, the ordinary return-shipping rules and return conditions apply.

Paid outbound shipping, express shipping, shipping insurance, customs charges, and other charges already incurred are non-refundable, subject to applicable law or a written remedy from Hozo.

If you have shipping insurance, please still follow the applicable reporting period, evidence requirements, and return-authorization process.

When an approved return arrives, we may check the item's condition, completeness, identity, serial number or other identifying details, packaging, and whether it meets this policy's conditions.

A refund or exchange can be approved only after this review is complete. The time needed for inspection, a decision, and starting a refund may vary; this policy does not set a fixed deadline for these steps.

An incomplete return is one that is missing a component originally delivered to you. If that happens, please contact us about the missing component. We may pause, reduce, or refuse the refund while it is addressed.

A component that was missing on delivery is not an Incomplete Return. You do not need to return a component you never received, and we will not refuse a return solely because that component is absent.

Once the returned item has arrived and been inspected, an eligible refund is issued to your original payment method.

PayPal processing takes 1-2 days after we initiate the refund. Credit card processing takes 3-5 days after we initiate the refund.

An eligible refund may take up to 5 working days to reach the original payment method.

The amount credited may vary with exchange-rate movements. We cannot guarantee a particular exchange rate.

For a full or partial cancellation completed before dispatch, we refund the U.S. sales tax attributable to the canceled amount.

After dispatch, any U.S. sales-tax adjustment follows applicable state and local tax law and Hozo's filing status.

Whether a tax, duty, shipping charge, or insurance charge can be refunded depends on the applicable rules; a refund of each charge is not guaranteed.

Would another eligible item suit you better? You may request an exchange within 14 days after delivery. Please email [email protected] with your order number and details of the product you would like to exchange.

The original item follows the ordinary return process and conditions. Once we have received, inspected, and approved it, we can dispatch the replacement.

For a customer-requested exchange, both the return shipping for the original item and the shipping for the replacement are paid by you. Shipping charges already paid are non-refundable after dispatch.

These customer-requested exchange rules do not govern a physical remedy that we approve for transit damage, a confirmed manufacturing defect, or an incorrect item.

If your parcel arrives with visible transit damage, please report it within 7 days after receipt. For a manufacturing-defect claim to be reviewed under this section, please submit it within 14 days after delivery.

Please include your order number and clear photos of the item, parcel, protective packaging, shipping label, and package label, to the extent this evidence is reasonably available. Keep the item, packaging, and labels while we review the claim.

Hozo chooses the appropriate remedy in the first instance. Depending on the issue, this may be an inspection, repair, replacement parts, replacement of the item, or another suitable solution. Replacement parts may include glass, a shade, a frame, or another appropriate part.

When you accept an approved physical remedy under this section, we pay the shipping specifically required to perform that remedy.

If a refund would suit you better, you are welcome to ask us to review it. Refund requests need our approval. If the item needs to be returned, the ordinary return-shipping rules and return conditions apply.

If you decline an approved repair, replacement-parts, or replacement-item remedy and request an ordinary return instead, we will review the request under the ordinary return conditions in this policy.

Claims submitted more than 14 days after delivery can be difficult to verify, particularly where installation or use may have contributed to the damage. In those circumstances, we may be unable to offer a full replacement or refund. We still encourage you to contact us, and our team will do its best to help. Any applicable warranty remedy remains governed by the Warranty section.

If a part is missing when your order arrives, please let us know within 7 days after receipt. Include your order number, photos of the contents received, package label and packaging, and details of the missing part.

Before submitting a claim, please check every tracking number and all parcel information supplied with your order. We will review the available evidence and may provide the missing part or another appropriate solution. The remedy and time needed depend on the circumstances; neither is fixed in advance.

A part that was never received does not need to be included in a return. We will not refuse a return solely because that part is absent.

One order may arrive in several packages. Separate parcels may leave from different dispatch points, use different carriers and tracking numbers, and arrive on different dates.

If one parcel arrives first, the remaining item or part may still be on its way. Please review all tracking and package information supplied with your order before reporting a missing parcel or part.

If you receive an incorrect item, please let us know within 7 days after receipt. Include your order number and clear photos of the item, parcel, packaging, shipping label, and package label, to the extent this evidence is reasonably available.

If you accept the correct-item remedy, we pay return shipping for the incorrect item and shipping for the correct item. We provide the correct item no later than 8 weeks after receiving your report.

If a refund would suit you better, you are welcome to ask us to review it. Refund requests need our approval. If the item needs to be returned, the ordinary return-shipping rules and return conditions apply.

If you decline the correct-item remedy and request an ordinary return instead, we will review the request under the ordinary return conditions in this policy.

Once an order has been dispatched, we cannot stop it in transit. Please email us if your plans have changed.

If you accept the parcel and then request an ordinary return, the 14-day ordinary-return process applies. The 30%-50% charge does not apply merely because the order had already been dispatched.

If you refuse delivery of a dispatched parcel, a charge equal to 30%-50% of the order value applies for storage, preparation, and shipping. You are also responsible for the applicable return-shipping cost. These amounts are deducted from the refund.

If the refused parcel cannot reasonably be returned to sender, no refund is available.

Please pack an approved return carefully and use adequate protective material. If the item is damaged while in transit back to Hozo, we cannot refund the damaged item.

Please contact the return carrier to seek compensation and tell us how you would like the damaged item handled. We hold the item for 14 days after the returned-item damage is identified.

The 7-day visible-issue reporting period and 14-day ordinary-return period do not shorten warranty coverage for a latent defect that could not reasonably have been identified earlier. A claim submitted more than 14 days after delivery follows the applicable warranty category below rather than the ordinary quality-refund process.

We may inspect the product first and choose a repair or replacement parts before replacing the complete item or offering another warranty remedy.

General products have a 2-year warranty. This warranty excludes damage caused by accident, abuse, or neglect, natural aging or wear, and purchases made through online auction sites.

Damage caused by a person is outside the warranty. If a spare part is needed for that damage, the part and its transportation cost are paid by you.

Rechargeable LED table lamps have a 3-month warranty from receipt. For a covered claim, we replace the whole lamp without a product charge, and you pay the transportation cost.

LED lamps, LED light sources, and LED drivers have a 6-month warranty from receipt. For a covered claim, we provide replacement parts without a part charge, and you pay shipping.

Other LED-lamp accessories and non-LED light-source products have 2-year coverage from receipt. For a covered claim, we provide replacement parts without a part charge, and you pay freight.

If you have a question about a return, refund, exchange, delivery issue, or warranty, please email [email protected]. Include your order number and tell us what you would like help with and the outcome you would like us to review.