Returns & Refund Policy

Customer Service – Ozovio

For any question, information or assistance request, our customer service team is at your disposal.

📧 Email: contact.ozovio@gmail.com

⏱ Response time: we do our best to reply within 24 working hours (excluding weekends and public holidays).

Returns Policy

You have a period of 30 days from receipt of your order to request a return.

Once this period has passed, we will not be able to offer any refund or exchange.

Return Conditions

  • The product must be new, unopened and unused.
  • The request must be initiated within 14 days of receipt.
  • Photographs of the unopened product are required for validation.

📧 To start a return, send the requested documentation to contact.ozovio@gmail.com.

Once the request has been approved, we will provide you with the return address.

➡️ Return shipping costs are borne by the customer.

Promotional Products

Items purchased at a discount or on promotion cannot be exchanged or refunded, except in the case of a defective product.

Defective Products

If your product shows a defect within 30 days of purchase, please contact us providing:

  • Your order number.
  • The name of the affected product.
  • A brief description of the problem.
  • Photographs or a video clearly showing the defect.

Once the request has been validated, we will proceed to:

  • replace the product, or
  • issue a full refund.

Lost or Undelivered Packages

If the carrier indicates that the package has been delivered but you have not received it, we will not be able to issue any refund.

If the package is lost during transit, we will send a replacement free of charge.

If the package is returned to us due to an incorrect address or because it was not collected, a 9 € reshipping fee will apply.

If the package is returned for reasons beyond your control (customs or logistical issues), it will be reshipped at no additional cost.

Order Cancellation

You may request the cancellation of your order within 24 hours of purchase.

Once this period has passed:

  • If the order has already been shipped, you may refuse delivery.
  • If you receive the package, you must follow the standard return procedure.

Incorrect Product Received

If you believe you have received an incorrect item, please contact us within 14 days of receipt, attaching:

  • A photograph of the shipping label.
  • A photograph of the SKU code shown on the packaging.
  • Photographs of the product received and its packaging.

After verification, we will offer you a suitable solution as soon as possible.

Ozovio's Commitment

At Ozovio, your satisfaction is our priority.

We work every day to provide you with a reliable, transparent shopping experience of the highest quality.

📧 For any query, contact us at contact.ozovio@gmail.com.