Return & Refund Policy

Last updated: March 5, 2026
This Return & Refund Policy applies to all orders placed on gozyy.com operated by ECOVERSE INNOVATIONS LIMITED (trading as Gozyy), NZBN: 9429052644016. This policy sets out our rules for returns, refunds, exchanges, cancellations and modifications for custom‑made, personalised products, including physical custom goods and digital design files. This document should be read alongside our Terms and Conditions, Privacy Policy and Shipping Policy.

1. Nature of Our Products – Personalised & Bespoke Goods

All products sold on gozyy.com are custom‑made and personalised specifically for you. Each item is uniquely designed based on your submitted photos and preferences, making it a bespoke creation. As a result, we do not accept returns, refunds or exchanges for change of mind, wrong size selection, or personal preference after the order has entered production and you have approved the final design proof.

We will remedy confirmed manufacturing defects, shipping damage, or goods materially inconsistent with your approved final proof in accordance with Section 2 and Section 7 of this policy.

2. Return Eligibility – Limited Exceptions

Returns, remakes or refunds are accepted only in the following circumstances:

You received the wrong item (different design, size or product from what you ordered).
The item arrived damaged or defective due to manufacturing or shipping errors.
The item has a significant printing or production error that materially affects the artwork (e.g., cropped image, distorted design, incorrect colours inconsistent with approved proof).

2.1 Conditions for Return Approval

You must contact us within 48 hours of delivery to report any wrong, damaged or defective items.
You must provide clear photos of the issue (damaged packaging, defect close‑up, full product view) and your order number.
Items must be retained in their original condition and packaging if we request a return. In many cases, we may not require physical return and will issue a remake instead.

2.2 Non‑returnable & Non‑refundable Items

The following cannot be returned, refunded or exchanged unless they fall under the “wrong item” or “defective” exceptions above:

Any custom‑made pet portrait, engraved item, 3D printed creation, apparel print or personalised physical product that has entered production after your final proof approval.
Digital previews, design proofs, downloadable artwork files or digital deliverables (these are not physical goods; once design work commences, digital files are non-refundable).
Items shipped to a freight forwarder or third‑party address (we cannot control handling, storage or onward shipping once forwarded).
Items where the customer failed to follow our photo submission guidelines, resulting in poor‑quality output. You are responsible for uploading high‑resolution, well‑lit images that meet our specifications.
Products matching the final design proof you approved, where dissatisfaction is based on personal taste, subjective expectation or difference from your imagination.

3. Design Proof Workflow & Revisions Policy

We take pride in our work and aim to align the final design with your expectations before production begins.

3.1 Unlimited Edits During Preview Stage (Before Final Approval)

We send you a design proof via email within 1–2 business days of your order (or 2–3 days for apparel products).
You may request unlimited reasonable edits to the design proof before final approval. These include minor adjustments such as background colour, brightness, contrast, minor element repositioning, and red‑eye removal.
Major changes (e.g., switching to a completely different photo, changing the product type/colour, or requesting a different subject) are limited to one free change per order. If you require a second major change, we will charge a $10 USD fee to cover additional artist time.
If we do not receive your feedback within 72 hours (3 calendar days) of sending the proof, we will automatically proceed with production to avoid order delays. You may still request changes after this point, but modification or rush fees may apply.

3.2 Post-Delivery Remake Eligibility

A free remake or replacement is only offered if the delivered item is damaged, defective, materially incorrect, or inconsistent with the final proof you approved.

We may ask you to provide photos of the received item to validate the issue.
If a remake is not possible (e.g., the product is discontinued), we will offer a full refund or store credit at your choice.
Important: If you approved the final design proof and later change your mind regarding the photo, composition or design style, this does not qualify for a free remake. Any new artwork creation will be treated as a brand‑new order subject to our standard pricing.

4. Photo Quality & Customer Responsibility

The final output quality depends heavily on the quality of the photo(s) you submit. You are solely responsible for uploading photos that meet our submission guidelines.

We require high‑resolution, well‑lit photos with clear subject definition. Blurry, pixelated, or poorly lit images will result in sub‑optimal artwork.
All product examples on our website are created using high‑quality source images. We cannot guarantee the same level of detail if you submit low‑quality photos.
We can make minor edits such as red‑eye removal, eye colour adjustments, and background enhancements. However, we cannot guarantee complex edits such as changing a subject’s mouth position, adding a smile, or completely altering facial expressions.
If you are unsure whether your photo meets our guidelines, please contact us before placing your order – we are happy to review your photo and advise.

5. Order Cancellations & Modifications

5.1 Cancellation Window

You may cancel your order within 24 hours of placing it for a full refund (no fees).
If you request cancellation after 24 hours but before production or design work has started, we will review your request on a case‑by‑case basis. If approved, a $10 USD cancellation fee will apply to cover administrative and preliminary design costs.
If your order has already entered production or design work has commenced, we cannot cancel the order. Remedies are limited to the eligible remake, refund or replacement options defined in Section 2 and Section 3.

5.2 Changes After Order Placement

You may request changes to your order (e.g., photo swap, product size/colour change) within 24 hours of placing the order at no extra cost.
Changes requested after 24 hours but before production: we will accommodate where possible, but may charge a $5–$10 USD modification fee depending on the complexity.
Changes requested after production or final proof approval: we cannot accommodate unless you are willing to pay a 50% re‑creation fee (treated as a new order).

6. EU / EEA / UK Statutory Cooling‑off Period

Important – applies to consumers in the European Economic Area, United Kingdom and Switzerland:

Under EU consumer law, you have a statutory 14‑day withdrawal (cooling‑off) period for distance purchases.
However, Article 16(c) of the Consumer Rights Directive expressly exempts the right of withdrawal for goods made to the consumer’s specifications or clearly personalised. Since all our products are custom‑made based on your submitted photo and preferences, the 14‑day cooling‑off period does not apply once we have started design work or production.
If you submit a cancellation request within the statutory 14‑day withdrawal window but before artwork/production has commenced, your request will be handled in accordance with our cancellation rules set out in Section 5 (the 24‑hour free cancellation window and applicable fees apply).
Once we have begun design work or production, your right of withdrawal expires, and the remedies outlined in this policy become applicable.

7. Defective, Wrong or Damaged Items – Procedure

Contact us at info@gozyy.com within 48 hours of delivery.
Include your order number and clear photos of the issue (packaging, defect, full item).
We will review your claim and respond within 2–3 business days.
If we confirm the error is our fault, we will:
- Arrange a free replacement (reprint/redo) with expedited production and shipping at our cost, OR
- Issue a full refund (including original shipping costs) if you prefer.
We may request that you return the defective item to us. If we do, we will provide a prepaid return label at no cost to you.

8. Refund Processing

Approved refunds are processed to your original payment method within 5–10 business days after approval.
You will receive a confirmation email once your refund has been issued.
Please allow additional time for your bank or card issuer to reflect the refund in your account.
Original shipping fees are non‑refundable unless the refund is due to our error.
If a refund is approved and you paid duties/taxes at checkout (in a DDP scenario), those will be included in your refund.

9. Return Shipping Costs & Return Mailing Address

9.1 Shipping Cost Allocation

If a return is requested and approved under the exceptions in Section 2 (wrong item, defective, damaged): return shipping is covered by us.
For any other reason (including change of mind – which is not applicable to our custom products): the customer is responsible for return shipping costs and any customs/duties incurred on the return.
We recommend using a tracked shipping service for any return. We are not liable for packages lost in transit back to us.

9.2 Return Mailing Address

All physical returns must be sent to:

ECOVERSE INNOVATIONS LIMITED

Flat 302, 421 Queen Street, Auckland Central, Auckland 1010, New Zealand

10. US State‑Specific Consumer Rights Notice

For consumers located in the United States:

Some US states, including California, have consumer protection laws that may provide additional rights for defective or misrepresented goods. Nothing in this policy is intended to limit or override your rights under applicable state law.
We comply with all mandatory state‑level consumer protection requirements, including the California Consumer Legal Remedies Act (CLRA) and similar statutes.
If you have a dispute regarding a defective product, you may contact your state Attorney General’s office or local consumer protection agency.

11. New Zealand Consumer Law

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, which may provide you with additional remedies for product defects, delivery issues, or other matters not otherwise covered in this policy. If you are a New Zealand consumer, you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

12. Governing Law

This Return & Refund Policy is governed by and interpreted under the laws of New Zealand. Nothing in this policy restricts any mandatory statutory consumer rights granted to you by the laws of your country of residence.

13. Policy Updates

We reserve the right to revise this Return & Refund Policy at any time. Changes take effect once published on this page with an updated “Last updated” date. The policy applicable to your order is the version published at the time you placed your order.

14. Contact Us

If you have questions about returns, cancellations, redo requests, or photo quality:

ECOVERSE INNOVATIONS LIMITED

Email: info@gozyy.com

Phone: +64 212698074