Refund policy
Returns & Refunds Policy
Last updated: September 2026
At OZELI, we want you to feel confident shopping with us. If you're not satisfied with your purchase, we offer a 30-day return policy, subject to the conditions below.
This policy is in addition to any mandatory consumer rights you may have under the laws applicable in your country.
30-Day Returns
You may request a return within 30 days from the date your order is delivered to you.
For a voluntary change-of-mind return, the product must be returned in substantially the same condition in which it was received. It must not have been damaged, materially altered, improperly used or modified after delivery.
Where reasonably possible, products should be returned with their original packaging, accessories, components and documentation.
You may inspect a product to determine its nature, characteristics and functionality. However, where permitted by applicable law, we may reduce a voluntary refund to reflect a loss in value caused by handling or use beyond what is reasonably necessary to inspect the product.
To start a return, please contact OZELI before sending the product back. We will provide the appropriate return address and instructions.
Do not return products to the address shown on the original shipping label unless we specifically instruct you to do so.
Refunds
Once we receive your return, we will inspect it and notify you whether your refund has been approved.
For an approved return, you will receive your money back using the original payment method, unless another method is agreed or required by applicable law.
After we issue the refund, your bank, card provider or payment provider may require additional processing time before the funds appear in your account.
We do not normally issue refunds to a different card, bank account or payment account from the one originally used for the purchase. This is an important fraud-prevention measure.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if your product:
- Arrived damaged during shipping;
- Has a manufacturing defect;
- Is materially different from what you ordered; or
- Is the incorrect product.
We may request reasonable evidence such as photographs or videos of the product, packaging, shipping label and damage or defect to help us investigate the issue.
Please keep the product and its packaging while your claim is being assessed.
Where reasonably necessary, OZELI may require the product to be returned so that the issue can be inspected and verified.
Where the product is confirmed to have a manufacturing defect, shipping damage or another problem for which OZELI is responsible, OZELI will provide the remedy required by applicable law, which may include a refund, replacement, repair or other appropriate remedy.
Where a full refund is the applicable remedy and a return is reasonably required, the product must generally be returned before the refund is completed unless OZELI confirms otherwise or applicable law gives you the right to a different procedure.
OZELI will cover or reimburse reasonable return shipping costs for confirmed defective, damaged or incorrect products where required under applicable law.
Customer-Caused Damage
Our damaged or defective product protections do not cover problems caused by the customer after delivery.
Examples may include:
- Dropping or impact damage;
- Accidental breakage;
- Improper installation or assembly;
- Misuse of the product;
- Failure to follow supplied instructions;
- Unauthorized modification or repair;
- Improper cleaning;
- Improper storage;
- Exposure to unsuitable environmental conditions;
- Damage caused by another person, animal or external event after delivery; or
- Normal wear and tear that is not attributable to a product defect.
However, we will not refuse a statutory consumer remedy where the problem is legally considered a defect for which OZELI remains responsible.
Return Shipping Costs
For ordinary change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.
For confirmed manufacturing defects, shipping damage, incorrect products or other issues for which OZELI is legally responsible, OZELI will pay or reimburse return shipping costs where required by applicable law.
Please use the return instructions we provide. If you independently choose a significantly more expensive return method than reasonably necessary, we may not be required to reimburse the additional cost, subject to applicable law.
Fraudulent or Abusive Returns
We want to maintain a generous return policy for genuine customers. To protect our customers and business, OZELI reserves the right to investigate suspected return fraud or abuse.
We may refuse a voluntary return where we reasonably determine that:
- A different product has been returned from the one purchased;
- The returned package is empty or contains an unrelated item;
- The product was deliberately damaged after delivery;
- The product has been materially modified or altered;
- Parts or accessories have intentionally been removed;
- False or misleading information has been provided about the condition of the product;
- Fraudulent photographs, documents or other evidence have been submitted;
- A customer attempts to receive multiple refunds for the same order;
- A product reported as lost, stolen or undelivered has already been received by the customer; or
- There is other reasonable evidence of return or refund fraud.
Where appropriate, we may request additional information reasonably necessary to investigate a claim.
Nothing in this section allows OZELI to refuse a refund, replacement, repair or other remedy that the customer is legally entitled to under mandatory consumer law.
Returned Products Must Match the Original Order
Returned products must be the product originally supplied under the relevant order.
Where applicable, OZELI may use product characteristics, identifying marks, photographs, packaging, serial or batch information, weight records, fulfilment records or other reasonable methods to verify that a returned product corresponds to the original order.
Returning another product, an empty package, counterfeit product or unrelated item does not qualify as a valid return.
Missing Parts & Incomplete Returns
For voluntary change-of-mind returns, please return all components, accessories and other items originally supplied with the product.
If parts are missing or the product has been damaged or materially diminished in value while in the customer's possession, we may reduce or refuse the voluntary refund to the extent permitted by applicable law.
This does not limit remedies available for genuinely defective products.
Lost or Undelivered Packages
If your tracking information indicates that your order was delivered but you cannot locate it, please contact us as soon as possible.
We may investigate the delivery with the relevant shipping carrier and request information reasonably necessary to determine what happened.
A carrier's tracking status will be considered as part of our investigation but will not automatically override any rights you have under applicable consumer law.
Where an order is confirmed to have been lost before delivery and OZELI remains responsible for delivery under applicable law, we will provide the appropriate replacement, refund or other remedy.
Incorrect Addresses & Unclaimed Packages
Customers are responsible for providing accurate delivery information when placing an order.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, refused delivery without a legal basis, or failed to collect a package, the order may be returned to us or our fulfilment partner.
Where permitted by applicable law, reasonable shipping, return-shipping or carrier charges resulting from this may be deducted from a voluntary refund.
If the delivery failure was caused by OZELI or our fulfilment partners, these charges will not be passed on to the customer.
Non-Returnable Products
Where permitted by applicable law, certain products may be excluded from our voluntary 30-day change-of-mind return policy, including:
- Personalized products;
- Custom-made or made-to-order products;
- Products specifically modified to the customer's specifications;
- Gift cards; and
- Products that cannot reasonably be returned for genuine health, hygiene or safety reasons after being unsealed.
An exclusion from our voluntary return policy does not remove any statutory rights relating to defective, damaged, unsafe or incorrectly supplied products.
Sale & Discounted Products
Unless clearly stated otherwise, products purchased during a sale or using a discount are covered by our standard 30-day voluntary return policy.
Sale status does not remove statutory rights relating to defective, damaged or incorrectly supplied products.
International Orders
OZELI sells products internationally. Consumer protection laws differ between countries and regions.
This Return & Refund Policy provides OZELI's standard worldwide return terms. However, customers may have additional mandatory rights under the laws applicable to their purchase.
Nothing in this policy is intended to exclude, restrict or reduce any consumer right or legal remedy that cannot lawfully be excluded or restricted.
Where mandatory consumer protection law applicable to your purchase provides you with stronger rights than this policy, those mandatory rights will apply.
European Union & EEA Customers
Where applicable, consumers in the European Union or European Economic Area purchasing products online generally have a statutory right to withdraw from a distance contract within 14 days without giving a reason, subject to legally permitted exceptions.
Our voluntary 30-day return period does not replace or reduce this statutory right.
Where the statutory right of withdrawal applies, the relevant statutory rules regarding notification, returns, refunds, delivery costs and deductions for diminished value will apply.
EU/EEA customers may also have statutory rights concerning goods that are defective or do not conform to the sales contract. Those rights exist separately from OZELI's voluntary 30-day return policy.
United Kingdom Customers
Customers in the United Kingdom may have statutory cancellation and consumer rights in addition to this policy.
Where applicable, UK consumers purchasing products online generally have a statutory cancellation period under UK consumer law. Our 30-day voluntary return policy does not replace or reduce those statutory rights.
Rights concerning faulty, damaged, misdescribed or otherwise non-conforming products also remain unaffected.
Australian Customers
Our products come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
Depending on the nature and seriousness of a product failure, Australian consumers may be entitled to a repair, replacement, refund, compensation or another remedy under Australian Consumer Law.
OZELI's voluntary 30-day return period does not replace or limit those rights.
Other Countries
Customers located outside Switzerland, the EU/EEA, United Kingdom and Australia may also have mandatory consumer protection rights under their local laws.
Where those laws apply to your purchase and cannot legally be excluded by contract, they will apply regardless of anything inconsistent in this policy.
Proof of Purchase
We may request reasonable proof of purchase before processing a return or statutory claim.
Acceptable evidence may include your:
- Order number;
- Order confirmation;
- Email address associated with the purchase; or
- Other reasonable evidence establishing that the product was purchased from OZELI.
Chargebacks & Payment Disputes
If you experience a problem with an order, we encourage you to contact us first so that we can investigate and attempt to resolve the issue promptly.
Nothing in this policy restricts any lawful right you may have to dispute a transaction through your payment provider.
Providing knowingly false information in connection with a refund request, return or payment dispute may constitute fraud.
How to Request a Return
To request a return, please contact OZELI customer support and provide:
Your order number
The email address associated with your order
The product you wish to return
The reason for your return
For a damaged, defective or incorrect product, please also provide photographs or video showing the issue where reasonably possible.
We will provide you with the appropriate return instructions and return address.
Please do not send a product back to the manufacturer, supplier or address displayed on the original shipping label unless OZELI specifically instructs you to do so.
Mandatory Consumer Rights
This policy is designed to provide customers with a straightforward and fair returns process while protecting OZELI against fraudulent returns.
Nothing contained in this Return & Refund Policy excludes, restricts or modifies any guarantee, warranty, right or remedy that cannot legally be excluded, restricted or modified under applicable consumer protection law.
If any provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory law will prevail to the extent of that conflict.