Refund Policy
Last updated: April 2026
Cuzom Oy · Business ID 2647821-3 · VAT FI26478213 · Finland · Harri Kauhanen · support@cuzom.com
The legal position on custom goods
Most of our products or kits are manufactured, configured, or assembled to your individual specifications — whether we build them for you or supply them as components for you to assemble. Under EU and Finnish consumer law, the standard 14-day right of withdrawal does not apply to these custom-made items.
Some products are also offered in selected configurations that are ready to ship from stock, or as standard kits with a fixed set of components. For private buyers, these items are subject to the standard 14-day right of withdrawal.
Depending on the order, we are not always legally required to accept returns — but please see our commitment below.
Our voluntary commitment to you
If you are not satisfied with your order, please contact us and we will work with you to find a solution — whether that involves a repair, a replacement, or a refund.
If you cancel your order before production has begun, you will receive a full refund. If production has already started but the product has not yet been delivered, you are eligible for a partial refund. If we can reuse the components for future orders, a full refund may be possible. All refunds are evaluated on a case-by-case basis.
For delivered products, the options depend on the reason for the return. If the product is defective or does not match the specifications, please see "Defective products or other issues" below. If the product was a stocked item rather than a custom-built one, the withdrawal rights described above may apply.
In any case, please contact us. We want you to be happy with your order, and we will do our best to find a solution that works for you.
Product quality and what to expect
Our products are individually made, often using techniques that produce results that differ from mass-manufactured goods. The product page indicates the specific manufacturing methods used.
For instance, 3D-printed parts may show layer lines, slight surface textures, and minor dimensional variations — these are normal characteristics of the production type, not defects.
Our products are developed iteratively and many of them continue to evolve after initial release. For products still in active development, minor bugs, firmware updates, and design or component changes between batches are a normal part of how the product matures — and not considered defects. The product page shows the current version details of each item so you know what stage it is at when ordering.
Product previews include dynamic 3D renderings based on your selected configuration. The actual colour, texture, and finish of the delivered product may differ from what you see on screen. If you have specific appearance requirements, please discuss them with us before placing an order.
Defective products or other issues
If a product has a genuine defect or does not match the specifications on the product page at the time of purchase, you are entitled to a remedy. Depending on the circumstances, remedies include repair, replacement, a price reduction, or a full refund if repair or replacement is not possible.
Private buyers are protected under Finnish consumer protection law. In practice, sellers are liable for lack of conformity that becomes apparent within two years of delivery, and during the first year the burden of proof is with the seller. These protections do not apply to B2B sales, but we handle defect claims with the same level of care for our business customers.
If you experience any issue, no matter how small, please contact us. We are always happy to help and are committed to continuously improving our products, services, and processes.
Contact us
To report a defect, request a refund, or raise any other matter related to your order, please email us at support@cuzom.com. See our contact page for further company info.
Changes
We may update this policy. The version in force at the time you place your order applies to that order.