Informativa sui rimborsi
1. Our Returns Policy
You have 14 days from the date of delivery to request a return. This applies to all orders regardless of destination, in accordance with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and, where applicable, EU consumer protection law.
To be eligible for a return, your item must meet all of the following conditions:
— Unworn and unused, in the same condition as received.
— All original tags attached.
— In its original packaging.
— Accompanied by your order confirmation or proof of purchase.
Items that do not meet these conditions will not be accepted and will be returned to the customer at their expense.
2. How to Request a Return
To initiate a return, email returns@ozeah.co within 14 days of delivery with your order number and the reason for your return. Do not send items back without first contacting us — items returned without prior authorisation will not be accepted and OZEAH accepts no responsibility for their safe return.
Once your return request is approved, we will provide full instructions on how and where to send your item.
Return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping service, as OZEAH cannot accept responsibility for items lost or damaged in transit on their way back to us.
3. Non-Returnable Items
The following items cannot be returned under any circumstances:
— Items marked as Final Sale at the time of purchase.
— Personalised or custom-made items.
— Intimate apparel and underwear, for hygiene reasons.
— Gift cards.
This will always be clearly stated on the product page before purchase.
4. Damaged, Defective or Incorrect Items
Please inspect your order carefully upon receipt. If your item arrives damaged, defective, or is not the item you ordered, contact us at returns@ozeah.co within 7 days of delivery with your order number and clear photographic evidence of the issue.
In such cases, OZEAH will arrange either a replacement or a full refund at no cost to you, including return shipping. This is in addition to and does not affect your statutory rights.
5. Exchanges
We do not offer direct exchanges. If you would like a different item, size or colour, the fastest way to get your desired item is to place a new order separately and return the original item in accordance with this policy. Your refund will be processed once the return has been received and inspected.
6. Refunds
Once your return is received and inspected, we will notify you by email of whether your return has been approved or declined.
If approved, your refund will be processed to your original payment method within 10 business days of us receiving the returned item. Please note that your bank or card provider may take additional time to post the refund to your account — this is outside our control.
If 15 business days have passed since your return was approved and you have not received your refund, contact us at returns@ozeah.co and we will investigate immediately.
Refunds will reflect the original purchase price of the item. Original outbound shipping charges, where applicable, are non-refundable unless the return is the result of a damaged, defective or incorrect item.
7. European Union — 14 Day Cooling Off Period
If your order is being delivered to an address within the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason and without providing justification, in accordance with EU consumer law.
To exercise this right, notify us at returns@ozeah.co within 14 days of delivery.
Your item must be returned in its original condition — unworn, unused, with all tags attached and in its original packaging — accompanied by proof of purchase.
Items marked as Final Sale and intimate apparel are excluded from the EU cooling off period for hygiene safety purposes.
8. Consumer Rights
Nothing in this Returns & Refunds Policy limits or excludes any statutory rights you may have under applicable law, including:
— The Consumer Rights Act 2015.
— The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
— Applicable EU consumer protection legislation.
9. Contact
For all returns and refund queries: returns@ozeah.co
We aim to respond to all returns correspondence within one business day.