Refund policy

At Osenu, we aim to provide a clear and transparent return process. Please review the conditions below before initiating a return.

1. Return Period

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

2. Eligibility for Returns

To be eligible for a return, your item must:

Be in the same condition as received
Be unworn and unused
Include all original tags
Be in the original packaging
Be accompanied by proof of purchase

We reserve the right to refuse returns that do not meet these conditions.

3. Return Process

To initiate a return, please contact us at support@osenu.com .

If your return request is approved, you will receive a return label along with instructions on how to proceed.

Customers must:

Complete the return according to the provided instructions
Ship the item using a tracked shipping method
Provide a valid Track & Trace code

Returns sent without prior approval will not be accepted.

4. Return Shipping Costs

Customers are responsible for all return shipping costs.

Return shipments must be sent to our international warehouse.

Shipping costs are non-refundable.

5. Refunds

Once your return has been received and inspected, we will notify you of the approval status.

If approved, a full refund of the original order amount will be issued to your original payment method within 10 business days after the return has been received.

Please note that it may take additional time for your bank or payment provider to process the refund.

6. Failed Delivery and Refused Shipments

If an order is returned to us due to failed delivery, refusal, or incorrect address details, a fixed shipping cost of £12 will be deducted from the refund if the customer does not request a reshipment.

7. Damaged or Incorrect Items

Please inspect your order upon arrival.

If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery at support@osenu.com so we can assess the issue and provide a suitable solution.