Refund policy
RETURNS AND REFUNDS POLICY
All sales are final for non-defective items, except where required by law.
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery at contact@osai.studio with:
• Your full name
• Order number
• Description of the issue
• Clear photos of the item and packaging
We will review your claim and, if approved, provide a replacement at no extra cost. You will not be required to return the original item unless instructed.
RETURNS WINDOW
Defective items must be reported within 48 hours of delivery. Non-defective returns are only accepted for EU buyers within 14 days of delivery, as required by law.
Customers are responsible for return shipping for non-defective items. Studio Of Osai™ covers return shipping for defective or incorrect items.
INTERNATIONAL ORDERS
Orders shipped outside the UK may be subject to customs duties, taxes, and import fees - these are the responsibility of the customer.
Delivery times may vary due to customs and local postal services.
UK & INTERNATIONAL NON-DEFECTIVE RETURNS
• UK Buyers: Non-defective items cannot be returned. All sales are final.
• EU Buyers: By law, you may have a 14-day right of withdrawal for non-defective items. A restocking fee of 10% may apply for returned non-defective items.
To minimise costs for all parties involved, we encourage exchanges or store credit rather than full refunds.
Customers are responsible for return shipping costs for any non-defective items. Studio Of Osai™ does not cover return shipping for non-defective items.
Personalised or limited-edition items are excluded where legally permissible.
ITEM CONDITION REQUIREMENTS
All returned items must be:
• Unworn, unwashed, and unaltered
• In original condition and packaging
Items failing these conditions will not be eligible for replacement or refund.
SHIPPING LIABILITY
Studio Of Osai™ is not responsible for:
• Incorrect shipping addresses
• Lost or delayed parcels due to carrier or customs
• Delivery delays due to weather or logistical issues
FINAL DECISION
Studio Of Osai™ reserves the right to determine eligibility for all claims. Certain products, including digital downloads, gift cards, personalised or limited-edition items, are Final Sale and non-returnable where legally permissible. Digital products, including downloads and gift cards, are Final Sale and non-refundable once accessed or delivered.
By purchasing from Studio Of Osai™, you acknowledge and accept this policy.