Refund policy
Ossaso Return and Exchange Policy
At Ossaso, we want you to enjoy a seamless and satisfying shopping experience. If you are not completely happy with your purchase, we offer a 30-day return or exchange policy to ensure your peace of mind. Below are the detailed terms and procedures to help you process your request smoothly.
1. Eligibility for Returns and Exchanges
1.1 Return & Exchange Window
1.1.1 You may request a return or exchange within 30 days from the date you receive your order.
1.1.2 The start date is based on the official delivery confirmation.
1.2 Condition of Returned Items
To qualify for a return or exchange, items must meet the following requirements:
1.2.1 The product must be unused, unwashed, and in its original condition.
1.2.2 All tags, labels, and original packaging must be intact.
1.2.3 Items must be free from damage, stains, or any signs of wear.
Items that do not meet these conditions may be subject to a partial refund or may not be eligible for return.
2. How to Initiate a Return or Exchange
2.1 Submit a Request
2.1.1 Contact our customer service team at support@ossaso.com with the following details:
2.1.1.1 Your order number
2.1.1.2 The reason for return or exchange
2.1.1.3 Any photos (if applicable, especially for damaged or incorrect items)
2.1.2 Our team will review your request and provide detailed return instructions.
2.2 Packaging and Shipping
2.2.1 Once your return is approved, ensure the item is repackaged securely with all original accessories, tags, and packaging.
2.2.2 You may choose a shipping method of your preference, but we strongly recommend using a trackable shipping service and keeping the shipping receipt for reference.
3. Return Shipping Costs
3.1 Who Covers the Return Costs?
3.1.1 If the return is due to faulty quality or receiving the wrong item, OSSASO will cover the return shipping costs.
3.1.2 For other reasons (e.g., change of mind, wrong size selection), the customer is responsible for return shipping costs.
3.2 Exchange Costs
3.2.1 If you exchange an item and the new item is priced higher than the original, you will need to pay the price difference.
3.2.2 If the new item is lower in price, we will refund the difference to your original payment method.
4. Refund Processing
4.1 Refund Method
4.1.1 Once we receive and inspect the returned item to confirm it meets our return policy, a refund will be processed within 5 business days.
4.1.2 Refunds will be issued using the same payment method used for the original purchase.
4.2 Partial Refunds & Refusals
Ossaso reserves the right to issue partial refunds or deny refunds if:
4.2.1 The item does not meet return conditions (e.g., missing packaging, visible wear, or damage).
4.2.2 The return request is made after the 30-day window.
5. Exchanges
5.1 When requesting an exchange, please specify the desired item, size, color, or model to help us process your request efficiently.
5.2 Exchanges are subject to stock availability. If the requested item is unavailable, we will offer you a refund or alternative options.
6. Exceptional Cases – Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately. We will:
6.1 Offer a full refund or exchange.
6.2 Waive the return shipping fee for the faulty or incorrect product.
7. Contact Us
For any questions or additional support regarding returns and exchanges, feel free to reach out to our customer service team:
Email: support@ossaso.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+8)
We are committed to providing you with exceptional service and ensuring that your shopping experience with Ossaso is nothing short of excellent.