Refund policy

Returns & Refund Policy

 

We have a 30-day return policy. You may request a return within 30 calendar days after the last item in your order has been delivered.

Starting a Return

To request a return, contact 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 sending an item back so that we can provide the correct return instructions.

Items returned without first requesting a return may experience processing delays. This does not limit any mandatory consumer rights.

Approved returns must be sent to:

Ozerlo™ Returns
[INSERT FULL NETHERLANDS RETURN ADDRESS BEFORE PUBLISHING]

Do not return products to the manufacturer or supplier.

For any return questions, contact info@ozerlo.com.

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

  • In its original packaging where reasonably possible

  • Accompanied by the receipt, order confirmation or other proof of purchase

If tags were supplied with the product, they should remain attached.

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 a product has been handled more than reasonably necessary, we may reduce the refund to reflect any resulting loss in value where permitted by law.

Return Shipping Costs

For voluntary or change-of-mind returns, customers are responsible for purchasing and paying for their own return shipping label, unless we tell them otherwise.

We recommend using a trackable shipping service and retaining the shipping receipt.

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

Original shipping charges are generally non-refundable, except when required by applicable consumer law or when the return concerns a complete eligible EU or UK withdrawal.

Damaged, Defective or Incorrect Orders

Please inspect your order after delivery.

If your product 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

Where permitted by law, we may offer a repair or replacement before issuing a refund. This does not limit your mandatory consumer rights.

Ozerlo™ will cover reasonable return shipping costs for confirmed damaged, defective or incorrect products.

European Union and United Kingdom Right of Withdrawal

Customers in the European Union and the United Kingdom have a statutory right to withdraw from eligible online purchases within 14 calendar days after receiving the product, without providing a reason.

If an order contains multiple products delivered separately, the withdrawal period begins after the final product has been delivered.

EU customers can exercise this right by:

  • Using the electronic cancellation or return function available through their Ozerlo™ customer account; or

  • Sending a clear withdrawal request to info@ozerlo.com

We will confirm receipt of the withdrawal request by email.

After notifying us, the product must be returned within 14 calendar days.

Opening or removing the original packaging does not automatically remove a statutory withdrawal right. However, the customer 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.

If only part of an order is returned, the original delivery charge does not normally have to be refunded.

EU and UK refunds will be issued within 14 calendar days after we receive the withdrawal request. We may withhold the refund until we have received the returned product or the customer has provided evidence that it was returned, whichever occurs first.

We do not charge a handling, administration or restocking fee for a valid statutory withdrawal.

Customers are responsible for the direct return shipping costs for change-of-mind returns, provided they were informed of this before purchasing.

The statutory 14-day withdrawal period is included within, and does not extend, our voluntary 30-day return period.

Order Cancellations

If an order has not yet been fulfilled, you may submit a cancellation request through your Ozerlo™ customer account or contact info@ozerlo.com.

If the order has already been fulfilled or shipped, you can request a return after delivery.

Mandatory EU withdrawal rights remain unaffected.

Exceptions and Non-Returnable Items

Products that are custom-made or clearly personalized may be excluded from voluntary returns where permitted by law.

Gift cards cannot normally be exchanged for cash, except where required by applicable law.

These exceptions do not remove your rights when a product is damaged, defective, incorrect or otherwise non-conforming.

Sale and Discounted Products

Sale and discounted products are eligible for return under the same conditions as regularly priced products.

An item may only be treated as final sale if this was clearly disclosed before purchase and the exclusion is permitted by applicable law.

Mandatory consumer rights always remain unaffected.

Exchanges

For a different model or colour, the fastest method is to 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.

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 meet the applicable return conditions.

The refund will be calculated based on the eligible products actually returned.

Orders Purchased Through The Grommet

Orders purchased through The Grommet are covered by our 30-day return policy, subject to any mandatory marketplace procedures.

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 or Missing Packages

If a package is 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

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 shipping address

  • Ask you to check with household members, neighbours or building management

  • Ask you to contact the local delivery office

  • Open an investigation with the shipping 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.

Reporting the issue after seven days does not automatically remove any mandatory consumer rights.

Refunds

We will notify you after receiving and inspecting your return and let you know whether the refund has been approved.

Approved refunds will be issued automatically 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:

  1. Check your bank or payment account again.

  2. Contact your card issuer or payment provider.

  3. Contact your bank, as processing times may vary.

  4. 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.

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.

Personal information will be processed in accordance with applicable privacy and consumer-protection laws.

Contact Ozerlo™

For questions about returns, refunds, cancellations or exchanges, contact:

Email: info@ozerlo.com
Website: https://ozerlo.com