If you need to request a refund or replacement from Kozmoz Racing, first check whether the issue is covered by our policy. Because our products are custom-made on demand, refund eligibility depends on the reason for the request and the evidence provided.
Check Whether Your Order Is Eligible
Eligible order issues
A refund or replacement may be approved when:
- The product arrives damaged or has a manufacturing defect.
- You receive the wrong item, size, design, color, or product variant.
- The package is lost or undelivered because of a verified shipping issue.
- The product has a production-related quality issue supported by clear photos or video.
Issues that are generally not eligible
Because each item is made specifically for your order, we generally cannot approve returns, exchanges, or refunds for:
- Buyer’s remorse or a change of mind after production begins.
- Choosing the wrong size based on measurements supplied by the customer.
- Incorrect personalization or checkout information supplied by the customer.
- Minor color differences caused by screen settings, lighting, or printing conditions.
- Personal preferences regarding fit, color tone, or design placement when the item was produced correctly.
For the complete eligibility rules, read our Return & Refund Policy.
Prepare the Required Evidence
Before contacting support, prepare the following information:
- Your order number.
- The full name and email address used at checkout.
- A short description of the problem.
- Clear photos showing the entire item and the specific issue.
- A photo of the shipping label.
Wrong item received
Send a photo of the product you received and a clear photo of the shipping label. If the wrong size or variant was sent, include a photo of the product tag.
Damaged or defective item
Provide clear, well-lit photos or video showing the damage or manufacturing defect. Include both close-up images and a photo of the complete product.
Incorrect size sent
Include photos of the product, shipping label, size tag, and measurements taken with a ruler or measuring tape. This helps us compare the received item with the size ordered.
How to Submit a Refund Request
- Confirm that you are contacting us within 30 calendar days of delivery.
- Gather your order information and the required evidence listed above.
- Open our Contact Us page.
- Enter your order number, select the relevant issue type, describe the problem, and upload your photos or video.
- Submit the form once and keep your confirmation for reference.
What Happens After You Submit
Our customer support team will review the order details and evidence. We will contact you by email if additional information is required and notify you whether the request is approved or declined.
In most eligible cases, returning the item is not required. If our support team asks you to return it, wait for approval and the return address before shipping anything. Return shipping costs may be the customer’s responsibility as explained in the policy.
Approved refunds are returned to the original payment method within 3–7 business days. Your bank or card provider may require additional processing time before the credit appears.
Frequently Asked Questions
How long do I have to request a refund?
You must contact Kozmoz Racing within 30 calendar days of receiving your order.
Can I return a made-to-order item because I changed my mind?
Made-to-order products are generally not eligible for a return or refund due to buyer’s remorse. Eligible defects, damage, incorrect production, or verified shipping problems are handled separately.
Do I need to return the product?
Usually not. If a return is required, our support team will provide instructions and the approved return address. Do not send an item back without approval.
How long does an approved refund take?
Kozmoz Racing processes approved refunds to the original payment method within 3–7 business days. Additional bank processing time may apply.
Where can I find more help?
Visit our Frequently Asked Questions, track your order, or review the Return & Refund Policy. If you still need assistance, contact our support team.
