OSO

Legal

Returns & refunds

Last updated 2026-05-30

What we cover, no questions

If your order arrives defective, damaged in transit, or wrong, we'll do one of three things, your pick:

  • Send you a replacement
  • Refund you in full
  • Refund half if it's a partial issue and you'd rather keep the item

Email hello@osogoods.shop within 30 days of delivery with a photo of the issue. We respond within two business days.

What we don't cover

We don't accept returns for:

  • Buyer's remorse ("I changed my mind", "the color in person isn't quite what the photo showed")
  • Damage from use, wear, or accident after delivery
  • Items past the 30-day window

We're a small curated operation working with dropship partners — we don't have a warehouse to send "I changed my mind" returns back to. We try to make this clear up front so the product description and price do the work of helping you decide before you buy.

How a refund works

  1. You email us with order number + a photo of the issue.
  2. We confirm and either trigger a refund or place a replacement order.
  3. Refunds go back to the original payment method within 5–10 business days (depends on your card issuer).
  4. Replacements ship in the same production window as a new order — see the product page.

If we made a pricing mistake

If a product is listed at an obvious wrong price and we accidentally accept your order, we'll either honor the price or refund in full. We won't unilaterally charge you more after the fact.

If a product is delayed

Sometimes the supplier runs late. We'll email you within 48 hours of noticing. If you'd rather cancel than wait, we refund in full — no questions.

If a product never arrives

Lost in transit: we file a claim with the carrier and replace or refund on day 30 if it's still missing. Marked delivered but you didn't get it: check with neighbors / your building first, then email us — we'll do the same.

Chargebacks

Please email us before disputing a charge with your bank. We're a small team — we'll fix the real problem faster than your card issuer will, and chargebacks cost us a flat fee even when we're right.