Return and Refund Policy

🔁 Return and refund policy

Customer satisfaction is our priority. If, despite all our efforts, a product does not suit you, you can exercise your right of withdrawal under the conditions below.

🕒 Withdrawal period

In accordance with Article L.221-18 of the Consumer Code, you have a 14-day period from the receipt of your order to notify us of your wish to return one or more items, without having to justify the reason.

The request must be sent by email to:
📩 support@ozalo.fr

After this period, no return request can be accepted.

✅ Return acceptance conditions

For the return to be accepted, the products must strictly comply with all of the following conditions:

  • Must be new, unworn, unwashed, untried, unused;

  • Must be in their original packaging, strictly unopened, intact and sealed if applicable;

  • No product whose packaging has been opened, even partially, can be refunded or exchanged;

  • Must be accompanied by proof of purchase (order number, confirmation email, invoice).

ℹ️ Products that do not meet these conditions will automatically be refused and returned at your expense.

📏 Size not suitable

Sizes are clearly indicated for each product in our size chart.
If the ordered size is not suitable and the package has not been opened, you can proceed with a return for exchange or refund, under the conditions described above.

❌ Products excluded from the right of return

For hygiene reasons and in accordance with Article L.221-28 of the Consumer Code, no returns will be accepted for the following items once they have been opened:

  • Underwear (boxers, panties, etc.);

  • Any product for intimate or bodily use;

  • Products that have clearly been used or handled;

  • Incomplete or damaged products (unless it is our error).

⚠️ Opening the packaging or any sign of trying on will make the product definitely non-returnable.

🏷 Discounted or promotional products

Products purchased on promotion or during sales are also eligible for return, provided that all the conditions mentioned above are fully respected.

📦 Return conditions

Before any return, you must obtain our agreement by email.
📩 support@ozalo.fr

Once your return is validated, you can send the items back to the address that will be communicated to you.

The return shipping costs are the responsibility of the customer and are non-refundable.
We recommend using a shipping service with tracking number.

💳 Refund

After receiving and inspecting the returned product:

  • If the conditions are met, a full or partial refund will be made to the original payment method within a few days.

  • If the return is refused (used product, opened packaging, etc.), no refund will be made. The customer can retrieve their item at their own expense within 7 days.

  • 📬 Proof of shipment

    Make sure to request a proof of deposit with package tracking when returning, in order to provide proof of shipment.
    In case of a return without tracking, if we do not receive the package, no refund can be made.

    ⚠️ Reminder

    Never return a product without first obtaining our confirmation by email.
    Any return made without authorization may be refused and slow down the processing of your request.



If you ship an item valued over €75, we recommend using a tracked shipping service or insuring your shipment. We do not guarantee that we will receive the returned item.