Returns & Refunds

We understand that sometimes things don't go as planned. Whether you've had a change of heart, received a damaged item, or encountered another issue, our return process is designed to be simple and stress-free. Complete our online Return Request form within 30 days of receiving your order.

Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The return request is made within 30 days of delivery
  • The item is in its original condition, complete with all included materials, accessories, and parts
  • The item is returned in its original packaging
  • You have your order number or proof of purchase

How to Start a Return

  1. Contact us: Return Form request
  2. Provide details & photos: Include a brief description of the product and the reason for your return. If the item is damaged or defective, attach clear photos so we can expedite your request.
  3. Wait for instructions: Our support team will review your request and provide return instructions within 1-2 business days. Do not send items back without receiving return authorization first.
  4. Ship the item: Once approved, securely package the item and ship it using the method provided in your return instructions.
  5. Receive your refund: After we receive and inspect your return, we will process your refund.

Refund Process

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

  • Refunds are issued to the original payment method used at checkout.
  • Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or card provider.

Exchanges

We do not offer direct exchanges at this time. If you need a different product or variant, please return the original item for a refund and place a new order.

Damaged or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, contact us immediately at support@osmo-official.com. Please include:

  • Your order number
  • Photos of the damaged or incorrect product
  • Photos of the packaging (if damaged in transit)

We will arrange a replacement or full refund at no additional cost to you.

Non-Returnable Items

The following items cannot be returned:

  • Items returned after the 30-day guarantee period
  • Items that have been significantly modified or intentionally damaged
  • For health and hygiene reasons, personal care, grooming, or hygiene products that have been opened or used (unless the item is faulty)
  • Gift cards or promotional items

Late or Missing Refunds

If you haven't received a refund within 10 business days of our confirmation email:

  • Check your bank account or credit card statement again
  • Contact your credit card company — it may take additional time for the refund to post
  • Contact your bank — there is often processing time before a refund appears
  • If you've done all of this and still have not received your refund, contact us at support@osmo-official.com

Contact Us

For any return or refund questions, email us at support@osmo-official.com. Our team typically responds within 24 hours.