Return and Refund Policy
For our return address, please see our Returns Policy.
Refunds - A refund will be issued only after the product is received in our warehouse undamaged. If the return or cancellation request has not resulted from one of our courier’s mistakes regarding the order, the original shipping charges paid as part of the order (if any) are not refundable.
We will endeavor to make sure refunds are issued as soon as possible. Please note that it can take 14 working days for your refund to be processed, depending on when your items are received by Ozra.
All time frames and other Terms & Conditions mentioned in Section 10 are per the Consumer Rights Act 2015.
- If you ordered the wrong product, decide that you don't want the product any longer, or are not satisfied with your product, report this in writing to Ozra within 15 days from the date of delivery. You will then need to ensure that we receive the product back within 15 days from the date we authorized the return; you will be given the option to return the product for a refund.
- These products must be unopened, in their original packaging, and must not have been assembled. You must not have used products to be eligible for return without manufacturing faults. You must ensure that the products are undamaged.
- It is your responsibility to ensure that the product (including all boxes with parts, if applicable) will fit through all stairs, passages, and doors, etc., until it reaches the desired room in your house. Also, ensure enough space for the (assembled) product to fit in that room. Check our Measuring Guide and the dimensions on the product pages for more information.
- If the product doesn't fit, be that either the delivery drivers or yourselves unable to get the items to your room of choice, you will be responsible for the return and any associated costs this will incur. This includes the charge applied for failed delivery if you refuse the delivery.
- Please note that the delivery drivers in a 2-Man Delivery will attempt to deliver to your room of choice; however, if they are concerned about potentially damaging your property or any objects that are obstructing their way, then they can refuse to complete the delivery and instead leave the goods in the hallway, or anywhere they can safely leave the items. There will be no delivery fees refunded in the case of this instance.
- You are responsible for returning the products to us. To return the products first, contact us to clarify any details. After which, you can use a courier of your own; the option to self-return your items will only be available within 15 working days.
For our return address, please see our Returns Policy.
