Refund policy

Return & Refund Policy

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@ozen.se. Please note that returns will need to be sent to the following address: OZEN Studio c/o 3PL Huset AB, Mediavägen 4, 438 91 Landvetter, Sweden.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. A flat return shipping fee of 150 SEK will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@ozen.se.

A note on our handmade products

Every OZEN Studio bag is shaped entirely by hand through traditional wet felting. Because of this, no two bags are ever perfectly identical, colours, patterns, and surface texture will vary slightly from piece to piece, and from the photos shown on our product pages. Measurements listed on each product page are approximate and may vary by a small margin due to the handcraft process. These natural variations are a mark of genuine handmade work, not a fault, and are not considered damage or a reason for a free return or exchange.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Return shipping is free of charge for defective, damaged, or incorrect items.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as custom or personalised orders. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day right of withdrawal

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

You are responsible for the direct cost of returning the goods, a flat fee of 150 SEK, which will be deducted from your refund.

Once we've received your cancellation request, we'll refund you within 14 days. We may withhold the refund until we've received the returned goods back, or until you've provided proof that you've sent them back, whichever is earlier.

Refunds (21-day return policy)

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method, minus the 150 SEK return shipping fee, within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at hello@ozen.se.

Your statutory rights

This policy is offered in addition to, and does not affect, your statutory rights under Swedish and EU consumer law, including your right to a repair, replacement, or refund for goods that are faulty, damaged, or not as described, for up to two years after purchase.