Refund policy

Thank you for choosing Killer Koozys! We are committed to providing high-quality products that enhance your marketing, promotional merchandise, events, and everyday adventures. Please read our Return & Refund Policy carefully before placing your order.

1. Standard Products (Non-Custom Orders)

30-Day Returns

If you purchase one of our standard, non-custom products, you may return it within 30 days of delivery, provided that:

The product is unused and undamaged.
It is returned in its original packaging.
It is in the same condition in which it was received.

Return Shipping

Unless the item is defective or we made an error with your order, customers are responsible for return shipping costs.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

Your refund will be issued to your original payment method within 7-10 business days.
Original shipping charges are non-refundable.

2. Custom & Personalized Products

Because our custom products are manufactured specifically for each customer, they are subject to the following policy.

Artwork & Production Approval

Before production begins, Killer Koozys will provide digital artwork, mockups, specifications, or proofs (and where applicable, production samples) for customer review.

Production will only begin after the customer provides written approval.

By approving the artwork or production proof, the customer confirms that:

All artwork, spelling, colours, sizing, and design details are correct.
The product specifications meet the agreed requirements.
Killer Koozys is authorised to begin manufacturing.

Once approval has been given and production has started, the order cannot be cancelled, changed, returned, or refunded except as outlined below.

Manufacturing Guarantee

We stand behind the quality of every custom order.

If the finished products materially differ from the approved artwork, specifications, or written agreement, please notify us within 30 days of delivery.

Examples include:

Incorrect artwork or logo
Wrong colors
Incorrect size or dimensions
Incorrect product type
Manufacturing defects
Printing or production errors

After reviewing the claim, Killer Koozys may, at its discretion:

Replace the affected products,
Reproduce the order,
Offer a partial refund, or
Issue a full refund if appropriate.

We may request photographs, videos, or the return of the products before processing a claim.

Custom Orders That Cannot Be Returned

Custom products cannot be returned or refunded for:

Change of mind
Ordering the wrong quantity
Customer-approved artwork containing errors
Minor color variations that are normal in the manufacturing process
Minor manufacturing tolerances that do not affect the intended use of the product
Delays caused by customs, shipping carriers, or events outside our reasonable control

3. Damaged or Defective Products

If your order arrives damaged or defective, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the products and packaging

We will investigate the issue and provide an appropriate resolution, which may include replacement products, reproduction of the order, or a refund where appropriate.

4. Exchanges

Standard (non-custom) products may be exchanged by following the return process and placing a new order.

Custom products cannot be exchanged once production has begun.

5. How to Request a Return or Report an Issue

To request a return or report an issue, please email:

orders@killerkoozys.com

Please include:

Your order number
Your contact information
A description of the issue
Supporting photographs, where applicable

Our team will provide instructions and, if applicable, a Return Merchandise Authorization (RMA).

6. Non-Returnable Items

The following items are non-returnable unless they are defective or do not match the approved specifications:

Custom or personalised products
Gift cards
Clearance or final sale items

7. Limitation of Liability

Killer Koozys' liability is limited to the replacement, reproduction, or refund of the affected products. We are not liable for indirect, incidental, consequential, or lost-profit damages arising from the use or inability to use our products.

8. Contact Us

If you have any questions regarding this policy, please contact us at: