Refund policy
Personalised items are made for you
Every COAZEN piece is made to order from the photographs, names, dates and wording you provide. Because each item is personalised for one customer, it cannot be resold.
Before production begins
When you place an order we email you to confirm the details we will use: your reference photographs, the spelling of names, dates and wording, and the size or finish you selected.
If you would like to change a detail, or cancel your order, reply to that email within 48 hours. Before production begins we can usually adjust or stop an order.
If we do not hear from you within 48 hours of that email, and we have everything we need to make your piece, we treat the details you submitted as confirmed and begin production on schedule. Orders are not cancelled or refunded for a late reply.
If something essential is missing, for example a usable photograph or the wording you would like, we cannot begin. In that case your order stays in our queue and we will contact you again; it is not cancelled.
Once production has started
Once your piece enters production it is being made to your specification. From that point the order cannot be cancelled, returned or refunded for a change of mind, for a name, date, inscription, photograph, size or finish that you supplied, or because you no longer want the item.
Damaged, defective or incorrect items
If your item arrives damaged, defective, or does not match the details we confirmed, email hello@coazen.com within 14 days of delivery with:
- your order number
- photographs of the item and of the packaging
- a short description of the problem
Please keep the item and all packaging until we have responded, and contact us before sending anything back. Where the issue is ours, we will remake the item where that is possible, or refund it in full if it cannot be remade. Where a fault is ours, we cover the cost of return shipping.
Lost or delayed parcels
If tracking shows no movement, or your parcel cannot be located, contact us and we will open a case with the carrier. If the carrier confirms the parcel is lost, we will remake the item or refund it in full.
Parcels returned to us
If a parcel is returned to us because it was not collected, or because the delivery address was incomplete or incorrect, we will contact you to arrange redelivery. Personalised items cannot be resold and are not refundable in these circumstances; any redelivery cost is payable before we resend.
Refunds
Where a refund is agreed, it is issued to the original payment method within 5 business days, in the currency you paid in. We do not charge a restocking or cancellation fee.
Your statutory rights
Nothing in this policy limits any rights you have under the law of your country of residence in relation to goods that are faulty, not as described, or not delivered. Personalised goods are exempt from the 14-day right of withdrawal under EU and UK consumer law; this does not affect your rights in relation to faulty or incorrect items.
How to start
Email hello@coazen.com with your order number. Please contact us before returning anything.
COAZEN · hello@coazen.com