Refund policy

Return & Refund Policy

We want you to be happy with your KOZO order. If something isn't right, here's how returns and refunds work.

Return window

You have 30 days from the date your order is delivered to request a return.

What we can accept

Because our briquettes are a consumable product, we can only accept returns on bags that are unopened and unused. Opened bags can't be returned for hygiene and safety reasons.

If your order arrives damaged, defective, or you received the wrong item, that's on us, and you don't need to send anything back (see below).

Damaged, defective, or wrong item

If your order shows up damaged or isn't what you ordered, email us within 7 days of delivery with your order number and a photo. We'll send a replacement or issue a full refund, whichever you prefer. No return shipping required.

Return shipping

For a change-of-mind return on unopened product, you cover the cost of return shipping. If the return is the result of our error, we'll cover it.

Refunds

Once we receive and inspect your returned items, we'll process your refund within 5 to 10 business days to your original payment method. We'll email you to confirm once it's on its way. Depending on your bank or card provider, it can take a few extra days to appear on your statement.

Exchanges

If you'd rather exchange an unopened product for something else, just let us know when you reach out and we'll help arrange it.

What we can't accept

We're unable to accept returns on opened or used product, sale or clearance items, or wholesale and bulk orders.

How to start a return

Email us at info@kozofire.com with your order number and a quick note about what you'd like to do. We'll walk you through the next steps.