Refund policy

Return Policy (For International Orders)

At this time, we do not accept returns or offer refunds for international orders. All international sales are final. We encourage international customers to thoroughly review their order before purchasing. For any issues with your international order, please contact us at support@kuzeno.com, and we will do our best to assist you.

 

Return Policy (For U.S. Orders)

We offer a 30-day return policy for mousepads on all U.S. orders, meaning you have 30 days from the date of receiving your item to request a return. Mystery Mousepads and Coasters are non-refundable and non-exchangeable.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and free from any damage.
  • It should be in its original packaging.
  • A receipt or proof of purchase is required.
  • All gifted or free items must also be returned along with any purchased items.
  • Only standard mousepads are eligible for returns. Mystery Mousepads and Coasters are not eligible for returns and exchanges.

How to Initiate a Return

To initiate a return, please contact us at support@kuzeno.com. We will provide you with return instructions and the appropriate address. Returns sent back without prior approval will not be accepted.

Customers are responsible for the cost of return shipping.

We offer two return shipping options:

1. Use Our Prepaid Return Service
We can provide a prepaid USPS return label as a PDF via email. Simply print it, affix it to the package, and drop it off at any USPS location. The cost will be deducted from your refund.

Please note: Return label pricing may vary depending on the customer’s location and package size.

2. Ship It Yourself
You may return the item using any shipping carrier of your choice. This method is completely up to you and may cost more depending on your location and the shipping provider.

For any inquiries regarding returns, feel free to contact us at support@kuzeno.com.

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or you have received an incorrect product, please contact us immediately at support@kuzeno.com so that we can address the issue promptly and appropriately.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If the return is approved, your refund will be processed to the original payment method within 10 business days. Please note that processing times may vary based on your bank or credit card provider.

  • A restocking fee of 10% will be deducted from the refund amount.
  • Shipping fees are non-refundable.
  • If only part of an order is returned, the refund will be calculated based on the returned item's price, minus the 10% restocking fee.
  • Refunds will only be issued to the original payment method used during the purchase. We do not offer store credit or refunds to alternate payment methods.

If you have not received your refund after 15 business days from the approval of your return, please contact us at support@kuzeno.com.

Note on Return Requirements:
If a returned item does not meet the return eligibility requirements (e.g., used, damaged, or missing packaging), we will not process the return. In such cases, we can return the item to you, but you will be responsible for the shipping cost

Order Cancellations

We understand that sometimes you may need to cancel an order. Please note the following:

  • Cancellations are only allowed if the order has not been packed yet.
  • A 5% cancellation fee will apply to cover transaction and processing costs.
  • Our team processes orders quickly, so if you need to cancel, please request cancellation as soon as possible.
  • Once the order has been packed, cancellations will be treated as a return. In this case, a 10% restocking fee will apply, and you will also be responsible for any shipping expenses incurred. This includes prepaid shipping costs for orders that originally qualified for free shipping. These charges will be deducted from your refund.

Exchanges

We do not offer direct exchanges. If you wish to receive a different product, please follow the return process for the original mousepad and place a new order for the desired product. Mystery Mousepads and Coasters cannot be exchanged.