Refund policy
Refunds & Returns
Return policy on customer remorse
If you change your mind, all items can be returned within 30 days, starting from the day after you receive your order. Please notify us first for a smooth return process, by email at kontakt@ozerty-sverige.com.
Under this 30-day commercial guarantee, we accept returns for customer remorse on the following conditions:
- The item is new and unused.
- For items with a manufacturer seal, the seal must be unopened.
- The item is not damaged due to the handling or use of the customer.
- The item is in its original packaging with all original accessories.
To ensure you can shop for your Christmas gifts with peace of mind, we extend our return period for orders placed between November 1st and December 25th. If needed, you will have until January 31st to return those orders.
Right of withdrawal
This commercial return policy applies in addition to your statutory rights and does not affect them. In accordance with the applicable consumer legislation, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without giving a reason, and obtain a refund. To exercise this right, it is sufficient to send us an unambiguous statement of your decision to kontakt@ozerty-sverige.com and then return the item. Refunds under this right are made to the original payment method.
Return policy on damaged, wrong or dysfunctional products
Has an item arrived damaged, does it not match your order, or does it not work as expected? Contact us at kontakt@ozerty-sverige.com with a photo or video of the product and the parcel: this is what allows us to handle your request immediately. We arrange the replacement — that is our commitment. In order to handle your request, the item may need to be returned to us, in which case the return costs are covered. In some cases, our agents may consider that a return is not necessary, for example when the item cannot be repaired.
Every order placed on Ozerty is covered by our Ozerty Purchase Protection Program, included at no cost. For 30 days after delivery, any issue with your product — damaged, wrong, or not working as expected — is handled on a priority basis: quick replacement, no hassle and no unnecessary questions. Beyond this period, your purchases remain covered by your statutory rights and by the guarantees described in the "Warranty" section below.
Returning an order
Before returning an item, please contact us at kontakt@ozerty-sverige.com. This ensures that returns are processed smoothly and that refunds are issued quickly. Your cooperation is essential to this process.
Depending on the product, returns may need to be sent outside Sweden or Europe at your expense, which is why it is important to contact us before proceeding. Before taking any steps: in many cases, we can offer you a simpler solution than a return.
Please make sure to pack the item securely, including all original accessories if applicable.
Once your return is approved, the return address is provided to you by our team and depends on the warehouse from which your order was shipped:
- For orders shipped from Sweden:
OZERTY
Partihandlarvägen 54
120 44 Årsta
Stockholm,
Sweden
- For orders shipped from the United Arab Emirates:
OZERTY
A4-709 Building no.A4
Al Hamra Industrial zone-FZ
10055 Ras Al Khaimah,
United Arab Emirates
- For all other orders: the exact return address is provided to you by email when you request a return, as it varies depending on the shipping warehouse and may be located outside Sweden or Europe.
It is essential to contact our support team before returning an item, as returns made without prior approval cannot be processed.
Customers are responsible for return shipping costs. As the item(s) may need to be sent outside Sweden or Europe, these costs can amount to 265 kr, or more for certain heavy or bulky products. This setup allows us to maintain competitive prices while offering a wide selection of quality products. When you withdraw under your right of withdrawal, this does not affect the rights to which you are entitled in that respect.
You have a period of 14 days from receipt of your order to inform us that you wish to return an item and obtain a refund. You simply need to contact us at kontakt@ozerty-sverige.com and then send the item back to us.
We are committed to making the returns process as smooth and cost-effective as possible. Please contact us before initiating a return — we may be able to offer alternative solutions or advice on how to reduce costs.
Lastly, we strive to provide detailed and accurate product descriptions to help you make the best choice from the start. Our goal is to minimize returns while ensuring that your purchases meet your expectations.
Cancelling an order
Our priority is to process and ship orders as quickly as possible, which ensures fast and efficient service for most of our customers. In some cases, orders are dispatched within an hour of being placed.
Due to this rapid processing, a confirmed order can no longer be modified or intercepted before it is shipped. If you change your mind, your right of withdrawal still applies in full: you simply need to contact us at kontakt@ozerty-sverige.com to let us know.
If your order is already on its way, the simplest option is to accept delivery as normal and then contact us to arrange the return. This ensures your parcel is properly tracked and your refund is processed quickly. You will find all the useful information in the "Returning an order" section of this policy.
Lost shipments
If your parcel has not been delivered within the expected timeframe, please contact our customer service team at kontakt@ozerty-sverige.com. Following an inquiry with the carrier, any parcel declared lost is reshipped at our expense under our Ozerty Purchase Protection Program: you will receive a new order confirmation at no additional cost (0.00 kr). The detailed terms and timeframes are set out in our Shipping Policy.
30-day price adjustment
Items purchased on Ozerty are covered by our price adjustment policy. If the price of an item you have purchased drops within 30 days of your order, we will credit the difference to your Ozerty Wallet. To request this, contact us by email with your original order confirmation and "Price adjustment request" in the subject line. Our team will process your request as quickly as possible.
Not covered: items on sale, items purchased with a discount code, and items that are no longer in stock. Fees (shipping, insurance, other services) are not included when calculating the difference. Ozerty reserves the right to verify the eligibility of each request against these conditions.
Refund process
The refund is made to the payment method used for the order. To receive it, return your item to the address we provide, preferably using a tracked shipping service. If you send us the tracking number for your return, we will initiate your refund as soon as we receive that number, without waiting for the parcel to reach us. Without a tracking number, the refund is processed once the item has been received at our warehouse. The refund is then issued within 5 to 10 business days. If you prefer, we can also offer you a credit on your Ozerty Wallet, immediately available for your next orders.
Flexpay deposit
If your order is below the minimum amount, a Flexpay deposit may apply. This deposit credits your Ozerty Wallet with an equivalent promotional benefit. The deposit is linked to the order: to have the deposit refunded, you must return the order concerned in accordance with the return process described above.
When you return the order within the applicable time limit, and as long as the benefit credited to your Wallet has not been used at all, the deposit amount is refunded to your original payment method under your right of withdrawal, and the corresponding benefit is cancelled. Once you have used all or part of this benefit, even for a single krona, the benefit is deemed acquired and consumed: the deposit can then no longer be refunded in cash, and you keep the benefit already obtained on your Wallet.
Warranty
In accordance with the legislation in force, all products sold by Ozerty are covered by the statutory right of complaint. In Sweden, this right of complaint is 3 years from delivery of the goods under the Swedish Consumer Sales Act (konsumentköplagen). During this period, if a product has a defect, you are entitled to remedy by repair or replacement and, where applicable, to a price reduction or cancellation of the purchase, on the terms set out in the law.
If you detect a defect in your product, please contact us at kontakt@ozerty-sverige.com. Ozerty may arrange the return of the product in order to analyse the cause and determine the appropriate solution; in accordance with the law, repair or replacement are prioritised.
This warranty does not cover damage resulting from abnormal use, improper handling, lack of maintenance, normal wear and tear, or a cause unrelated to the product.
Contact us:
From 9:00 a.m. to 6:00 p.m., Monday to Friday
Tel: 010 884 87 30
E-mail: kontakt@ozerty-sverige.com