KoziSense Warranty & Returns

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — undamaged, unsoiled, and in its original packaging placed on a pallet. A 10% restocking fee of the purchase price will be applied if the original box is not included. You'll also need the receipt or proof of purchase.

Return Policy

• No return shipping cost if there are any quality issues (videos and photos required).
• Customer is responsible for return shipping cost if there are no quality issues.

How to Start a Return

1. Contact us at support@primeregeneration.com with the item(s) you'd like to return and the reason.
2. Provide your receipt, order number, name, and address.
3. Ensure all parts are included in the original package.
4. Tape the box securely and affix the return shipping label.
5. Ship to: 3625 E Jurupa Street, Dock #53, Ontario, California 91761

Items sent back without first requesting a return will not be accepted.

Refunds

• Refunds are processed within 5 business days after we receive and inspect the returned item.
• You will receive an email notification once your return is received and whether your refund is approved or rejected.
• If approved, a credit will be applied to your original payment method within 5–7 business days.
• Some payment platforms (e.g., PayPal) may have a longer processing time.

Cancellations

You may cancel your order at any time before it has shipped and before tracking information has been generated. Once an order is in transit, it cannot be canceled — however, you may request a return after delivery per our standard return policy.

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Warranty Coverage

3-Year Warranty — Models A18, KZ-313, KZ-605

• Year 1: Free maintenance and repair for major defects in workmanship or materials.
• Years 2–3: Parts covered; virtual assistance and instructional videos provided. Labor costs not included.

5-Year Warranty — Model KZ-L66

• Years 1–2: Free maintenance and repair for major defects in workmanship or materials.
• Years 3–5: Parts covered; virtual assistance and instructional videos provided. Labor costs not included.

What Is NOT Covered (or Only Partially Covered)

• Used/Pre-owned chairs (heavily discounted): 6-month free parts only.
• Unused Open Box orders: 1-year free parts only; labor not covered.
• Wear and Tear: Normal wear of PU leather, cuts, scratches, or damage from accidents, abuse, misuse, water, floods, fires, or other external causes.
• Consequential or Incidental Damage: Damage from use, misuse, or inability to use the product.
• Unauthorized Modifications: Damage from modifications made without written permission from KoziSense.
• Self-Assembly Damage: Damage from failure to follow assembly instructions.
• Hand-Made Variations: Minor variations from hand-made craftsmanship.

Limited Warranty Terms

KoziSense reserves the right to determine if a warranty claim is valid. Any item requiring replacement due to exclusions will be at the purchaser's expense. KoziSense will decide, at its sole discretion, whether to repair or replace a component in accordance with Consumer Law.

Repairs or replacements are limited to defective parts or materials. Replaced components may differ in color and texture from the original. This warranty applies only to the original purchaser and cannot be transferred. Subsequent purchasers will acquire the product "as is" and will not receive any warranty benefits from KoziSense.

The warranty will terminate immediately if the product becomes defective due to misuse, lack of proper care, or commercial use.