Refund policy
Returns & Refunds
Ossez Refund & Exchange Policy
Last updated: April 9, 2026
At Ossez, we stand behind everything we sell. If you're not fully satisfied with your purchase, you may request a return or refund within 30 calendar days of your delivery date, subject to the conditions outlined below. By completing a purchase on getossez.com, you acknowledge and agree to the terms of this policy in full.
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions at the time it is received back at our facility:
- Item is unused and unopened
- Item is in its original packaging, intact and undamaged
- Item shows no visible wear, scratches, or damage of any kind
- All accessories, components, and included parts are present and accounted for
- Receipt or proof of purchase is included
Items that do not meet every condition above will not be accepted for return and will be shipped back to the customer at their expense, or forfeit the refund at our discretion.
Starting a Return
To initiate a return, email support@getossez.com with the subject line: "Return Request – Order #[your order number]"
Include your order number, the item(s) you wish to return, and the reason for your return. Our team will respond within 2 business days with return instructions and a prepaid shipping label.
Once you receive your label, ship the item back within 14 calendar days. Failure to ship within this window will void the return request.
Do not ship items back without receiving written return authorization from Ossez. Unauthorized returns will not be accepted or refunded.Return Shipping & Fees
We want to be transparent: returning a product has real costs. The following fees will be deducted from your refund automatically.
A prepaid return shipping label will be provided by Ossez. The cost of this label — based on package weight, dimensions, and destination — will be deducted from your refund. The exact fee is available upon request at any point during the return process. Original outbound shipping and handling fees paid at checkout are non-refundable.
A restocking fee of 3.5% of the item's purchase price (excluding taxes) will be deducted from all eligible returns. This fee covers inspection, reprocessing, and inventory handling.
Refund Method
We will notify you once we've received and inspected your return. If approved, refunds are issued to your original payment method or as Ossez store credit, at your selection.
- Original payment method: processed within 5–10 business days of receiving and inspecting the returned item. Please allow additional time for your bank or card issuer to post the credit.
- Store credit: applied within 1–2 business days.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at escalation@getossez.com.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. Email support@getossez.com with your order number and photos of the issue so we can evaluate and make it right as quickly as possible.
Damage claims reported more than 7 days after delivery may not be eligible for a full replacement or refund at our discretion.
Non-Returnable Items
The following are not eligible for return or refund under any circumstances:
- Items returned after the 30-day window has elapsed
- Items that do not meet the condition requirements above
- Digital products that have been accessed, downloaded, or activated
- Items marked Final Sale at the time of purchase
- Gift cards
- Perishable goods (food, flowers, plants)
- Custom or personalized items
- Personal care goods (beauty products)
- Hazardous materials, flammable liquids, or gases
- Items damaged due to customer misuse, negligence, or improper handling
If you have questions about whether your specific item qualifies, contact us at support@getossez.com before initiating a return.
The Ossez Green Initiative — Keep It, Give It Forward
At Ossez, we're committed to reducing waste and keeping products out of landfills. If you'd prefer not to ship your item back, you're welcome to keep it and donate it or gift it to someone who can use it — and we'll reward you for it.
Customers who choose this path may be eligible to receive up to 50% of their original purchase price back, issued as a refund to your original payment method or as store credit, subject to the following:
- Your return request is submitted within the 30-day guarantee window
- The item is in a condition reasonably suitable for donation or gifting, as represented honestly by the customer
- Your stated reason for return is reviewed and approved by our team
- Ossez reserves the right to determine eligibility and refund amount at its sole discretion
To request a Green Initiative refund, email support@getossez.com and indicate that you are opting into the Green Initiative and will not be shipping the item back. Our team will respond within 2 business days with a decision and refund amount.
By choosing the Green Initiative option, you confirm that the item will be donated or gifted and not resold. Ossez reserves the right to deny or reduce the refund if information provided is found to be inaccurate or inconsistent.
Updated or Newer Versions
Ossez reserves the right to release updated, revised, or newer versions of any product at any time. The purchase of a product does not entitle the buyer to future versions, upgrades, or iterations unless explicitly stated at the time of purchase. A newer version of a product being released after your purchase date does not constitute grounds for a refund or exchange of any kind.
European Union — 14-Day Cooling Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition as received — unused, with tags, and in its original packaging — and you must provide the receipt or proof of purchase. Standard return fees and conditions outlined in this policy apply.
Chargeback & Dispute Notice
By purchasing from Ossez, you agree to contact us directly at support@getossez.com to resolve any dissatisfaction before initiating a chargeback or payment dispute with your bank or card issuer.
Ossez maintains detailed records of all transactions, communications, delivery confirmations, and policy agreements. In the event of a chargeback, we will submit this policy — along with all available order and communication records — as evidence to the payment processor. Chargebacks filed on orders that are eligible for resolution under this policy may be disputed in full.
Questions
If you have any questions about your return or refund, our support team is here to help. Please include your order number in all correspondence for the fastest resolution.
General support: support@getossez.com
Refund escalations: escalation@getossez.com
Response time: Within 2 business days
Last updated: April 9, 2026 · This policy applies to all orders placed on getossez.com.