Refund policy

SECTION 1 — EU RIGHT OF WITHDRAWAL AND RETURNS

  1. Statutory right of withdrawal for EU consumers

If you are a consumer in the European Union and you purchase goods from us online, you have the right to withdraw from your order within 14 days without giving any reason. This is the statutory EU right of withdrawal.

For goods, the withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from your order by making an unequivocal statement. You may do this by email at webshop@oozoo.com, by using the model withdrawal form, by using our Returns & Repairs page at https://www.oozoo.com/pages/returns-repairs, or by using the electronic withdrawal function available on our website.

From 19 June 2026, where required by EU law, our website will provide an electronic withdrawal function that allows EU consumers to exercise their right of withdrawal online. After submitting a withdrawal request through this function, you will receive an acknowledgement of receipt by email or another durable medium.

  1. Effects of withdrawal

If you withdraw from your order, we will reimburse all payments received from you, including the cost of standard delivery.

We will not reimburse any additional delivery costs if you chose a delivery method that was more expensive than our least expensive standard delivery option.

We will make the reimbursement without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw from your order.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence that you have sent the goods back, whichever is earlier.

We will use the same payment method that you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

  1. Returning goods after withdrawal

You must send back the goods without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.

Unless we have agreed to bear the return costs, you are responsible for the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Please do not send your purchase back to the manufacturer.

For return instructions, repair requests, and practical return handling, go to our Returns & Repairs page: https://www.oozoo.com/pages/returns-repairs.

  1. Additional 30-day commercial return policy

In addition to your statutory EU right of withdrawal, we offer a 30-day commercial return policy.

This additional policy lasts 30 days from the date of purchase.

To be eligible under this additional commercial return policy, the item must be unused, in the same condition that you received it, and, where reasonably possible, in the original packaging.

You must provide a receipt or other proof of purchase.

This additional 30-day commercial return policy does not limit your statutory EU right of withdrawal or your statutory rights in relation to faulty, damaged, or non-conforming goods.

  1. Refund process

Once your return is received and inspected, we will notify you by email.

If the return is approved under our commercial return policy, the refund will be processed to your original payment method within 14 days.

If you have not received your refund after confirmation from us, please first check your bank account and contact your payment provider.

If you still have not received the refund, contact us at webshop@oozoo.com.

  1. Sale items

Sale items are covered by the same statutory consumer rights as regular-priced items.

Our additional 30-day commercial return policy may apply to sale items unless expressly stated otherwise at the time of purchase.

  1. Exchanges

We replace items if they are defective, damaged, or otherwise non-conforming.

If you need to exchange an item for the same item, contact us at webshop@oozoo.com or use our Returns & Repairs page: https://www.oozoo.com/pages/returns-repairs.

SECTION 2 — LEGAL GUARANTEE AND COMMERCIAL WARRANTY

  1. EU legal guarantee

For consumers in the European Union, all goods benefit from the statutory legal guarantee for faulty or non-conforming goods.

If goods are faulty, damaged, or do not match what was advertised or agreed, you may be entitled to repair, replacement, price reduction, or refund in accordance with applicable EU and national consumer law.

This legal guarantee applies independently of any commercial warranty offered by OOZOO and is not limited by the warranty terms below.

  1. OOZOO Watches commercial warranty

Your OOZOO watch is covered by a commercial warranty for 2 years from the date of purchase against manufacturing defects.

To benefit from this commercial warranty, you must provide a receipt or other proof of purchase issued by us.

This commercial warranty does not cover batteries, watch straps, bracelets, crystals, cases, normal wear and tear, aging, accidental damage, misuse, neglect, careless handling, unauthorized tampering, or service by unauthorized persons.

The warranty is void if the watch is opened, taken apart, or serviced by unauthorized persons.

If you have a problem with your watch that may be covered by this commercial warranty, contact us at webshop@oozoo.com or use our Returns & Repairs page at https://www.oozoo.com/pages/returns-repairs. We will send you an email with additional information on how to continue.

This commercial warranty does not limit your statutory legal guarantee rights as an EU consumer.

  1. OOZOO Jewellery commercial warranty

Your OOZOO Jewellery is covered by a commercial warranty for 3 months from the date of purchase against manufacturing defects.

To benefit from this commercial warranty, you must provide a receipt or other proof of purchase issued by us.

If you have a problem with your jewellery that may be covered by this commercial warranty, contact us at webshop@oozoo.com or use our Returns & Repairs page at https://www.oozoo.com/pages/returns-repairs. We will send you an email with additional information on how to continue.

This commercial warranty does not limit your statutory legal guarantee rights as an EU consumer.

SECTION 3 — HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL

To exercise your statutory EU right of withdrawal, you can contact us at:

OOZOO
Email: webshop@oozoo.com
Returns & Repairs page: https://www.oozoo.com/pages/returns-repairs

You may use the model withdrawal form below, but this is not mandatory.

MODEL WITHDRAWAL FORM

To: OOZOO
Email: webshop@oozoo.com

I hereby give notice that I withdraw from my order for the following goods:

Ordered on:

Received on:

Order number:

Name of consumer:

Address of consumer:

Email address of consumer:

Date:

Signature of consumer, only if this form is submitted on paper:

SECTION 4 — ELECTRONIC WITHDRAWAL FUNCTION

Where required by EU law, our website provides an electronic withdrawal function for EU consumers.

This function allows you to withdraw from your order online without needing to create an account.

The withdrawal function will allow you to identify your order, submit your withdrawal request, and confirm your decision.

After you submit the withdrawal request, we will send you an acknowledgement of receipt by email or another durable medium.