Hozi US Return Policy
Return Window
Returns or exchanges must be requested within 14 days of receiving your order. The return must be scanned by the carrier within this 14-day window.
Returns received after 14 days but within 30 days from delivery are eligible for store credit only. Returns received after 30 days from delivery are not eligible for a refund.
How to Initiate a Return
Email us at info@hozi.us with your order number and a brief description of the issue. We will provide return instructions.
Items sent back without prior approval will not be accepted.
Return Conditions
To be eligible for a return, items must be:
- In original condition (unworn and unused)
- With all original tags attached
- In the original packaging
Important: Returns will not be accepted if hang tags are detached.
Fees:
- A $15 + 5% restocking and shipping fee applies to all returns.
- Original shipping fees are non-refundable.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Gift cards
- Sale items
- Used items
- Items without tags
- Biting-damaged or chewed items
- International orders
Rejected items will be returned to the original shipping address at the customer’s expense. Hozi reserves the right to reject any product that does not comply with this policy.
Dog Carrier Returns
Returned carriers must be in completely unused condition with all original packaging intact.
Carriers showing visible dog hair, footprints, stains, or odor will not be accepted.
A $25 return shipping fee will be deducted from approved carrier returns.
Carriers showing signs of use will be returned to the sender at their expense.
Chewing & Damage Policy
Our products are made from durable materials, but persistent chewing can damage even the toughest products.
Items with visible chewing, bite damage, or misuse are not eligible for return or exchange.
Supervise your dog during initial use and discourage chewing to extend product life.
Defective Items
Inspect your order carefully upon arrival. If an item is defective, damaged, or incorrect, contact us immediately for a replacement or refund.
Chewing damage is not considered a defect.
Slight variations in handmade items (up to 1 inch / 3 cm) are normal and not defects.
Refund Process
Allow up to 14 business days for processing after we receive your return.
Refunds will be issued to your original payment method. Refunds typically appear within 2–4 business days, but your bank may require additional time.
Order Cancellations
To cancel an order, email us as soon as possible.
A $8 restocking and administrative fee applies to canceled orders.