Refund Policy
Returns & Refund Policy
Last updated: July 23, 2026
At Ozerlo™, we want you to be satisfied with your purchase. This policy explains how returns, refunds, exchanges, damaged orders and missing packages are handled.
30-Day Return Policy
You may request a return within 30 calendar days after receiving your order.
To request a return, email us at info@ozerlo.com and include:
- Your full name
- Your order number
- The product you wish to return
- Photos or a short video if the product is damaged, defective or incorrect
- Your reason for returning the product, if you wish to provide one
Please contact us before returning an item so that we can provide the correct return instructions. Sending an item without first contacting us may delay the processing of your return. This does not limit any mandatory consumer rights.
Return Eligibility
For returns under our voluntary 30-day return policy, the product must normally be:
- Unused and undamaged
- Complete, including all components and accessories
- Returned in its original packaging where reasonably possible
- Accompanied by the order confirmation, receipt or other proof of purchase
Consumers exercising a statutory right of withdrawal may inspect a product in the same way they could reasonably inspect it in a physical store. If the product has been handled more than necessary, we may reduce the refund to reflect any loss in value where permitted by law.
European Union and United Kingdom Right of Withdrawal
Customers in the European Union and the United Kingdom have a statutory right to cancel eligible distance purchases within 14 calendar days after receiving the product, without providing a reason.
If an order contains multiple products delivered separately, the withdrawal period generally begins after the final product has been delivered.
You can exercise this right by:
- Using the electronic Cancel or Return an Order function on our website; or
- Sending a clear withdrawal request to info@ozerlo.com
We will confirm receipt of your withdrawal request by email.
After notifying us, you must return the product within 14 calendar days. Missing or opened original packaging does not automatically remove your statutory right of withdrawal, although you may be responsible for any reduction in value caused by handling beyond what was reasonably necessary to inspect the product.
For a complete withdrawal of an eligible order, we will refund:
- The purchase price
- Applicable taxes
- The cost of our least expensive standard delivery option
Additional charges for express, premium or upgraded delivery are not refundable beyond the cost of standard delivery.
The refund will be issued within 14 calendar days after we receive your withdrawal request. We may withhold the refund until we have received the returned product or you have provided evidence that it was returned, whichever occurs first.
We do not charge a handling, administration or restocking fee for a valid statutory withdrawal.
The statutory 14-day withdrawal period is included within, and does not extend, our voluntary 30-day return period.
Return Shipping Costs
For voluntary or change-of-mind returns, return shipping costs are normally the customer’s responsibility, unless applicable law requires otherwise.
Ozerlo™ will cover reasonable return shipping costs when:
- The product arrived damaged or defective
- You received the wrong product
- The product materially differs from its description
- Applicable consumer law requires us to cover the cost
We recommend using a trackable shipping service and retaining your shipping receipt.
Approved returns must be sent to:
Ozerlo™ Returns
Contact us first at: info@ozerlo.com
Do not return products to the manufacturer, supplier or another address without receiving instructions from Ozerlo™.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery. If an item is damaged, defective or incorrect, contact info@ozerlo.com as soon as reasonably possible.
Include your order number and clear photos or a short video showing the issue. After reviewing the claim, we may provide an appropriate remedy, such as:
- A repair, where appropriate
- A free replacement
- A partial refund
- A full refund
The remedy provided will depend on the circumstances and applicable consumer law. Where permitted, we may offer a repair or replacement before issuing a refund. This does not limit your mandatory legal rights.
Product Improvements and Minor Updates
Ozerlo™ may make minor product improvements, design updates or production changes that do not materially affect a product’s function, performance or essential characteristics.
We make reasonable efforts to keep product descriptions and images accurate. If the product received materially differs from its advertised description or specifications, your rights to an appropriate remedy remain unaffected.
Multiple-Item Orders
Products from the same order are assessed individually.
Returning one product does not automatically make the entire order ineligible for a refund. Each returned item must satisfy the applicable return conditions. Any refund will be calculated based on the eligible items actually returned.
Sale and Discounted Products
Sale and discounted products are eligible for return under the same conditions as regularly priced products, unless an item was clearly identified as non-returnable before purchase and such an exclusion is permitted by law.
Mandatory consumer rights always remain unaffected.
Orders Purchased Through The Grommet
Orders purchased through The Grommet are covered by our 30-day return policy, subject to any mandatory marketplace procedures.
Please contact info@ozerlo.com with your Grommet order number before returning a product. We will provide the appropriate instructions. Applicable consumer rights and marketplace protections remain unaffected.
Lost Packages
If tracking shows that a package was lost in transit, contact us so that we can open an investigation with the shipping carrier.
If the carrier confirms that the package cannot be located, we will provide an appropriate remedy, such as:
- A free replacement; or
- A full refund
The remedy will be determined according to the circumstances and applicable consumer law.
Delivered but Not Received
If tracking shows that an order was delivered but you did not receive it, please contact us within seven days of the recorded delivery date whenever reasonably possible.
We may:
- Confirm the delivery address
- Ask you to check with household members, neighbours or building management
- Ask you to contact the local delivery office
- Open a delivery investigation with the carrier
- Request information reasonably required for the investigation
If the carrier confirms that the package was lost or misdelivered, we will provide a replacement or refund as appropriate.
If delivery to the address supplied during checkout is confirmed, we will review the available evidence and determine the appropriate outcome under applicable law.
Refund Processing
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to the original payment method.
For customers outside the European Union and United Kingdom, approved refunds are normally processed within 10 business days after approval.
For valid EU and UK withdrawals, refunds will be issued within 14 calendar days after receiving the withdrawal request. We may wait until the returned product or evidence of return has been received.
Banks, credit-card companies and payment providers may require additional time to display the refund in your account.
Late or Missing Refunds
If you have not received an approved refund:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Contact your bank, as processing times may vary.
- Email info@ozerlo.com if the refund still has not appeared.
For non-EU refunds, please contact us if more than 15 business days have passed since the refund was approved.
Exchanges and Replacements
To exchange an undamaged product for a different model or colour, request a return and place a separate order after the return has been accepted.
If a product is damaged, defective or incorrect, contact info@ozerlo.com so that we can arrange an appropriate replacement or other remedy.
Fraud Prevention and Payment Disputes
We may investigate suspicious, abusive or repeated claims. Where reasonably necessary, relevant order, payment and delivery information may be shared with shipping carriers, payment providers or card issuers.
Any processing or sharing of personal information will be handled in accordance with applicable privacy and consumer-protection laws.
Contact Ozerlo™
For return, refund or exchange questions, contact:
Email: info@ozerlo.com
Website: https://ozerlo.com