Your satisfaction matters to us. If a product doesn't suit you, you may exercise your right of withdrawal under the conditions set out below.
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🕒 Withdrawal period
In accordance with Article L.221-18 of the French Consumer Code (Code de la consommation), you have 14 days from receipt of your order to inform us of your decision to withdraw, without having to give any reason.
To exercise this right, contact us before the period expires at:
Please include your order number and the products concerned. You may also use the withdrawal form included in our Terms and Conditions of Sale.
After informing us of your decision, you have 14 days to ship your return.
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✅ Return conditions
Subject to the hygiene exceptions set out below, products must be returned:
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complete, with any accessories and documents;
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unwashed and not used beyond the handling necessary to establish their nature and characteristics;
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in a condition that allows them to be inspected;
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together with the order number or proof of purchase.
Any loss in value resulting from handling other than what is necessary to inspect the product may be charged to the customer.
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❌ Hygiene exception for underwear
In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons.
Ozalo® boxers, underwear and other intimate products are packed in a closed package that serves as a hygiene seal.
Once this hygiene seal has been opened or broken after delivery, the product or set contained in the package can no longer be returned under the right of withdrawal.
Opening packaging used solely for shipping is not enough to exclude the right of withdrawal.
This hygiene exception does not deprive the consumer of their legal warranties when the product received is defective, damaged or does not match the order.
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📏 Wrong size
If the size ordered doesn't fit, a return under the right of withdrawal is only possible if the hygiene seal of the product or set has remained fully closed and intact.
If the seal has been opened, our customer support team may offer a goodwill gesture. This is optional and does not constitute a right to a refund or exchange.
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📦 Return address and procedure
Before sending any return, contact our customer support team at:
Our team will let you know the procedure that applies to your case.
Unless a different address is expressly provided by our customer support team, returns made under the right of withdrawal must be sent to our partner logistics warehouse:
Stella Jin
Address: 2-1604 Yunqichen Garden
Additional details: rue Donghu, district de Linping
City: Hangzhou
Province: Zhejiang
Postal code: 311100
Country: China
Phone: +86 137 5719 4301
The direct cost of returning items to this address is borne by the customer in the case of a withdrawal, except in the event of a picking error, a defective product, or where OZALO has expressly agreed to cover it.
We recommend shipping with a tracking number. The customer must keep their proof of shipment and tracking number until the refund is confirmed.
All information on shipping or customs documents must be accurate. The declared value must match the actual value of the returned contents.
Contacting our customer support team beforehand makes it easier to process your case, but does not limit your ability to exercise the right of withdrawal by any clear and unequivocal statement sent within the legal period.
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💳 Refund
In the event of a valid withdrawal, OZALO will refund:
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the price of the products concerned;
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the standard shipping costs originally charged.
Additional costs resulting from choosing a delivery method more expensive than the standard delivery offered are not refunded.
The refund will be made no later than 14 days from the date on which we were informed of your decision to withdraw.
We may withhold the refund until we have received the products back or until we receive proof that they have been shipped, whichever occurs first.
The refund is made using the original payment method, unless you expressly agree to another method that does not incur any fees for you.
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🛠️ Defective, damaged or non-conforming product
A product that is defective, damaged, incomplete or different from the one ordered falls under the legal warranties, not a simple change of mind.
In this case, contact us at support@ozalo.fr stating:
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your order number;
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a description of the problem;
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photos showing the defect, where possible.
Once the defect or non-conformity is confirmed, the costs required for the return or to bring the product into conformity are covered by OZALO.
Opening the hygiene seal does not remove the legal warranties that apply to a defective or non-conforming product.
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📬 Return tracking
The customer must keep the following until the refund is confirmed:
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proof of drop-off;
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the tracking number;
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a photo of the package;
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any shipping documents.
For any questions about a return or refund: