Returns and refunds

1. Our returns policy

For orders placed on this website we offer a 30-day return policy. You have 30 days from the date you receive your item to tell us you want to return it, for any reason. You then have 14 days to send it back.

To be accepted under this policy, an item must be:

• unused and undamaged, with all its parts and accessories;
• in its original packaging, with any seals intact.

This policy does not cover:

• items sealed for health or hygiene reasons that have been unsealed;
• items made or personalised for you;
• items marked as not returnable on their product page;
• orders placed on a marketplace, which follow that marketplace's policy.

You pay the cost of sending the item back unless we tell you otherwise. We refund the price you paid for the item; the original delivery charge is not refunded under this policy. If an item comes back used, damaged or incomplete, we may reduce the refund by the loss in value, or refuse the return and send the item back to you at your cost.

This policy is offered in addition to your legal rights and does not reduce them. During the first 14 days, your legal right to cancel (section 2) applies wherever it gives you more. We may change or withdraw this policy for future orders; the version on this page when you placed your order applies to that order.

2. Your legal right to cancel

You can cancel an order placed on this website without giving a reason. The cancellation period ends 14 days after the day you, or someone you name (not the carrier), receive the goods. If an order arrives in several parts, it runs from the day you receive the last part.

• To cancel, tell us clearly before the period ends: email returns@ozyrix.com, or use the model form in section 6 (you do not have to).
• Send the goods back within 14 days of telling us. You pay the cost of returning them.
• We refund what you paid, including the standard delivery charge but not the extra cost of any faster delivery you chose. We refund within 14 days of receiving the goods back, or of you showing us you have sent them if that is sooner. If you cancel before we dispatch, we refund within 14 days of you telling us.
• You may handle the goods only as you would in a shop, to see what they are and how they work. If they have lost value because they were handled more than that, we may reduce the refund by that loss, up to the full price.
• The right to cancel does not apply to goods sealed for health or hygiene reasons once they are unsealed, or to goods made or clearly personalised for you.

3. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:

• within 30 days of delivery you can reject them for a full refund;
• after that, you can ask for a repair or a replacement. If that is not possible, or does not fix the problem, you can have a price reduction or reject the goods for a refund, which may be reduced for the use you have had where the law allows.

A refund for faulty goods is made without undue delay and within 14 days of agreeing that you are entitled to it.

Contact us with your order number, what is wrong, and a photo if you can. If an item arrives damaged, keep the packaging. We may ask you to send the item back so we can check it, and we pay reasonable return postage for a faulty, damaged or wrong item.

These rights do not cover damage caused after delivery, for example by an accident, misuse, or not following the instructions, or normal wear and tear. If we find an item is not faulty, we tell you, and we can send it back to you at your cost. For independent advice about your rights, contact Citizens Advice.

4. How to return an item

Ordered on this website: email returns@ozyrix.com with your order number, the item and the reason, or use the contact form. We reply with what to do and the address to send the item to.

Send items only to the returns address we give you. Our registered office is not a returns address, and items sent there may be lost or delayed. Pack the item securely and keep your proof of postage; the item is your responsibility until it reaches us.

Ordered on a marketplace (Amazon, eBay or TikTok Shop): start the return from your order on that marketplace. Its process applies, and your legal rights are the same.

We may sometimes refund without asking for an item back. That is our choice for each return, and it does not change what this policy offers.

5. Refunds

• We refund to the payment method you used, and we email you when the refund is sent. We do not charge a fee for refunding.
• Under our returns policy, we refund once we have received and checked the item. Under your legal rights, we refund within the times in sections 2 and 3.
• Your bank may take a few days to show the refund in your account.
• A marketplace order is refunded through that marketplace.

6. Model cancellation form

If you want to cancel by email or letter, you can copy this form, fill it in and send it to us. You do not have to use it.

To Ozyrix Limited, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, email returns@ozyrix.com:

I hereby give notice that I cancel my contract of sale of the following goods: [goods]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Signature: [only if this form is sent on paper]. Date: [date].