Refund policy
Refund & Return Policy
Last updated: September 4, 2026
At OSIVANE, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please contact us so we can help.
1. Returns
We accept eligible returns within 30 days of delivery.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Be in the original packaging where applicable
- Not show signs of damage caused by the customer
- Include any accessories, tags, or items that were included with the original order
Some products may be excluded from returns where permitted by applicable law, including personalized products, hygiene-sensitive items that have been opened or used, perishable goods, and other products identified as non-returnable on their product page.
2. How to Request a Return
Before sending anything back, please contact us at:
Please include your order number and a description of the reason for your return. If appropriate, we may also request photographs of the product.
Do not send a product back before receiving return instructions from OSIVANE.
Once your return request is approved, we will provide you with the applicable return instructions and return address.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video showing the product and, where applicable, the packaging
If the issue is confirmed to be our responsibility, we will work with you to provide an appropriate solution, which may include a replacement or refund.
4. Refunds
Once an approved return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.
5. Return Shipping
For returns due to a change of mind, incorrect choice, or other reasons not caused by OSIVANE, the customer may be responsible for return shipping costs.
If an item is confirmed to have arrived damaged, defective, or incorrect, OSIVANE will work with the customer regarding the appropriate return or replacement arrangements.
6. Exchanges
We do not guarantee direct exchanges. If you need a different product or variation, we may recommend returning the original item and placing a new order.
7. Missing or Lost Orders
If your order appears to be lost or has not arrived within the applicable delivery timeframe, please contact us at support@osivane.com with your order number so we can investigate with the shipping carrier.
8. Statutory Consumer Rights
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded or limited under applicable law.
Customers located in jurisdictions with mandatory cancellation, withdrawal, refund, warranty, or other consumer protections retain those rights.
9. Contact
For return or refund questions, contact:
OSIVANE
Email: support@osivane.com