Refund policy

RETURN AND REFUND POLICY

Effective date: October 6, 2026
Last updated: October 6, 2026

Thank you for shopping with Sozo Goods. This policy explains our rules for returns, exchanges, cancellations, refunds, and products that arrive damaged, defective, or incorrect. Please contact us before mailing any item back.

CUSTOM AND PERSONALIZED PRODUCTS

Custom, personalized, printed, engraved, made-to-order, or customer-approved products are created specifically for you and are final sale once production begins.

This includes products clearly identified as custom, personalized, or made-to-order, such as customized T-shirts, hoodies, mugs, books, and other products created using a customer’s name, message, photograph, image, artwork, design, placement instruction, or order note.

Selecting a standard size or color for an ordinary, non-custom product does not by itself make that product custom unless the product is clearly identified as custom, personalized, printed-to-order, or made-to-order before purchase.

Before submitting a custom order, you are responsible for carefully reviewing the:

Product type
Size and color
Quantity
Spelling, capitalization, and punctuation
Names and dates
Uploaded images and image quality
Design and placement
Image orientation
Product preview
Special instructions and order notes

The on-screen preview is an approval tool and may not display every minor manufacturing or screen-to-print variation. By submitting your order, you authorize Sozo Goods to produce the product using the information, content, and preview you approved.

WHEN CUSTOM ITEMS ARE NOT RETURNABLE

We do not accept a return, exchange, or refund for a custom product because of:

A change of mind or an unwanted gift
An incorrect size, color, quantity, spelling, date, name, image, or instruction supplied or approved by the customer
A low-resolution, blurry, cropped, dark, or otherwise unsuitable customer-provided image when the finished product reasonably reflects the uploaded file
Minor differences in color, scale, position, texture, or appearance caused by screens, lighting, garment construction, printing, or manufacturing
Content, design, or placement that the customer approved before production

The final-sale rule does not apply when the product is damaged, defective, incorrect, or materially different because of a Sozo Goods error.

OUR ERROR, DAMAGE, OR DEFECT

If an item arrives damaged, is the wrong item, has a manufacturing defect, or is materially different from the approved design or product description because of a Sozo Goods error, please contact us promptly.

Visible shipping damage, an incorrect item, or an obvious production error should preferably be reported within 7 calendar days after delivery. Other manufacturing defects should preferably be reported within 30 calendar days after delivery.

These reporting periods help us investigate and resolve the problem but do not limit any rights that cannot legally be limited.

When reporting a problem, please provide:

Your name
Your order number
A clear description of the problem
Clear photographs of the entire item and the affected area
A photograph of the shipping label
Photographs of the packaging when shipping damage is involved

Keep the product and all packaging until we provide instructions.

After reviewing your claim, we may repair or replace the item, provide store credit with your agreement, or issue a partial or full refund, as appropriate and as required by law.

We will pay any required return-shipping costs when the confirmed problem was caused by Sozo Goods.

ELIGIBLE NON-CUSTOM RETURNS

A non-custom product that is not marked final sale may be eligible for return if you contact us within 14 calendar days after delivery.

To qualify for a return, the product must be:

Unused
Unworn
Unwashed
Unaltered
Undamaged
Free from stains, odors, pet hair, smoke, or other signs of use
In its original condition
Returned with its original tags and packaging

Proof of purchase is required.

Items returned without prior authorization may be refused or may experience processing delays.

RETURN ADDRESS AND SHIPPING INSTRUCTIONS

For an approved return, we will provide return authorization and shipping instructions.

Approved returns must be mailed to:

Sozo Goods Returns
663 North 132nd Street, PMB 7313
Omaha, Nebraska 68154-5173
United States

Do not mail an item until you receive return authorization from Sozo Goods.

The approved item must be mailed within 7 calendar days after authorization using a trackable shipping service.

Unless the return is caused by our confirmed error, the customer is responsible for:

Return-shipping costs
Selecting a trackable shipping service
Properly packaging the returned product
The return package until it is delivered to us

Original shipping charges, if any, are not refundable except where required by law.

ITEMS NOT ELIGIBLE FOR RETURN

The following products are not eligible for return or exchange unless they arrive damaged, defective, incorrect, or materially different because of a Sozo Goods error:

Custom or personalized products
Made-to-order or customer-approved products
Gift cards
Downloaded or accessed digital products, except where required by law
Products clearly marked “Final Sale” before purchase
Clearance products clearly marked “Final Sale” before purchase
Used, worn, washed, altered, stained, damaged, or incomplete products
Products missing their original tags, accessories, or packaging
Products returned after the applicable deadline
Products returned without proof of purchase

EXCHANGES

Custom products are not exchangeable unless the item qualifies under the damage, defect, incorrect-item, or Sozo Goods error provisions of this policy.

For an eligible non-custom product, the fastest way to receive a different product, color, or size is to request an authorized return and place a new order after the return is approved.

Availability of a replacement product is not guaranteed.

ORDER CHANGES AND CANCELLATIONS

A custom order may be changed or canceled only before production begins. Because production may begin shortly after purchase or final design approval, we cannot guarantee that a requested change or cancellation will be possible.

Once production begins, a custom order cannot be changed or canceled.

If we approve a cancellation before production begins, we will refund the applicable amount to the original payment method.

A non-custom order may be changed or canceled only before shipment or fulfillment begins.

REFUNDS

We will notify you after we receive and inspect an authorized return or complete our review of a damage, defect, or incorrect-item claim.

If a refund is approved, it will be issued to the original payment method. We generally process approved return or claim refunds within 10 business days.

Refunds for unshipped orders that we cancel will be issued within the time required by applicable law.

Your bank, credit-card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, please contact us at sozogoods7@gmail.comor (877) 737-3450.

SHIPPING DELAYS

If we cannot ship your order within the time promised, we will notify you and provide a revised shipping date.

You will have the option to:

Accept the revised shipping date; or
Cancel the affected unshipped product or order

If you choose to cancel, we will provide a full and prompt refund of the applicable amount, including related shipping or handling charges when required by law.

CONTACT US

To start a return, request a cancellation, or report a damaged, defective, or incorrect product, contact:

Sozo Goods LLC
Operating as Sozo Goods
Email: sozogoods7@gmail.com
Phone: (877) 737-3450
Website: https://www.sozogoods.com

Please include your name, order number, a description of the issue, and photographs when applicable.

Do not mail a return until you receive written authorization and return instructions from Sozo Goods.