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 beforehand for a seamless return process, by email at contatto@ozerty-italia.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 intact.
- 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 legal rights, without prejudice to 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 having to give a reason, and obtain a refund. To exercise this right, simply send us an unambiguous statement of your decision to contatto@ozerty-italia.com, and then return the item. Refunds due under this right are issued 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 contatto@ozerty-italia.com and attach a photo or video of the product and the parcel: this is what allows us to handle your request immediately. We will 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 benefits from 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 legal rights and the guarantees described in the "Warranty" section below.
Returning an order
Before returning an item, please contact us at contatto@ozerty-italia.com. This ensures that returns are processed smoothly and refunds are issued quickly. Your cooperation is essential to this process.
Depending on the product, returns may need to be shipped outside Italy 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 Italy:
OZERTY
Via Giacomo, 18
16162 Genova,
GE
Italy
- 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 submit your return request, as it varies depending on the shipping warehouse and may be located outside Italy or Europe.
It is essential to contact our support team before returning an item, as returns made without prior approval cannot be processed.
Return shipping costs are the responsibility of the customer. As the item(s) may need to be shipped outside Italy or Europe, these costs can reach €25, 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 on that basis.
You have 14 days from receipt of your order to inform us of your wish to return an item and obtain a refund. Simply contact us at contatto@ozerty-italia.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 reach out to us before initiating a return — we may be able to offer alternative solutions or advice on reducing 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 the vast majority of our customers. In some cases, orders are dispatched within an hour of being confirmed.
Due to this rapid processing, a confirmed order can no longer be modified or intercepted before it ships. If you change your mind, your right of withdrawal remains fully applicable: simply contact us at contatto@ozerty-italia.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 contatto@ozerty-italia.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). The detailed terms and timeframes are set out in our Shipping Policy.
30-day price adjustment
Items purchased on Ozerty are eligible for 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 store credit. To request this, contact us by email attaching your original order confirmation and stating "Price adjustment request" in the subject line. Our team will process your request as soon as possible.
Not eligible: items on promotion, items purchased with a promotional code, and items that are no longer available. Fees (shipping, insurance, other services) are not taken into account when calculating the difference. Ozerty reserves the right to verify the eligibility of each request against these conditions.
Refund process
The refund is issued to the payment method used for the order. To obtain it, return your item to the address we provide you, 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 store credit, 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 store credit with an equivalent promotional benefit. The deposit is linked to the order: to obtain a refund of it, you must return the order concerned to us, 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 store credit has not been used in any way, the amount of the deposit is refunded to you on the original payment method under your right of withdrawal, and the corresponding benefit is cancelled. Once you have used all or part of that benefit, even for a single euro, the benefit is deemed acquired and consumed: the deposit is then no longer refundable in cash, and you keep the benefit already obtained on your store credit.
Warranty
In accordance with the legislation in force, all products sold by Ozerty benefit from the legal guarantee of conformity provided for by the Italian Consumer Code, lasting 2 years from delivery of the goods. During this period, if a product does not conform to the contract, you are entitled to have it brought into conformity through repair or replacement and, where applicable, to a price reduction or termination of the contract, under the conditions provided for by law.
If you detect a defect in your product, contact us at contatto@ozerty-italia.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 external to the product.
Contact us:
From 9:00 a.m. to 6:00 p.m., Monday to Friday
Tel: 800 143 965
E-mail: contatto@ozerty-italia.com