This policy explains how returns and refunds work at Osevaro: your right to change your mind, how to send something back, what happens with faulty items, and when you will get your money back. Your statutory rights are not affected.
Last updated: 4 July 2026
This is prototype policy content and must be reviewed before launch. It is a draft and does not constitute final terms or legal advice.
A plain-English summary — draft
Osevaro is in pre-launch, so this policy is a working draft and will be finalised and legally reviewed before we begin trading. It is written to reflect your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, and nothing here reduces your statutory rights.
This policy works alongside our Returns page, which walks you through starting a return, and our Delivery page. Please read it together with our Terms & conditions.
For most goods bought online, the Consumer Contracts Regulations 2013 give you the right to change your mind and cancel within 14 days of receiving your order, without giving a reason. You then have a further 14 days to send the goods back to us.
This right applies to change-of-mind returns of eligible items in resaleable condition. Some items are excepted — see "Items we can’t always accept back" below. If your item is faulty or not as described, different rights apply, which are covered further down.
For a step-by-step guide, see our Returns page.
For change-of-mind returns, please return items unused and in a resaleable condition, with any tags, seals and original packaging where possible. You may handle an item as you would in a shop to check it, but if the value is reduced by handling beyond that, we may make a proportionate deduction from your refund. This does not apply to items returned because they are faulty.
Under the Consumer Rights Act 2015, the goods we supply must be as described, of satisfactory quality and fit for purpose. If an item arrives faulty, damaged or is not what you ordered, you are entitled to a remedy, which may include:
Please contact us at our contact page (a monitored support email will be published before launch) with your order reference and, where possible, photographs. For faulty or incorrect items we cover the cost of return, and your statutory rights are not affected.
Some items are excepted from the change-of-mind right, for hygiene, safety or practical reasons. These can include:
Faulty items are different
These exceptions apply to change-of-mind returns only. If any item is faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 still apply.
Refunds are made to your original payment method. We process your refund once we have received the returned item, or once you have given us proof that it has been sent back.
| What | Detail |
|---|---|
| Refund method | Back to your original payment method |
| When we process it | Within 14 days of receiving the goods, or of proof of return |
| Delivery costs | Standard outbound delivery is refunded on change-of-mind cancellations |
| Time to appear | Depends on your bank or card provider after we issue the refund |
No payments are taken in the current prototype, so no refunds are processed yet. Indicative timings will be confirmed before launch.
For change-of-mind returns, you are generally responsible for the cost of returning the item unless we tell you otherwise. If an item is faulty, damaged or incorrect, we will cover the return cost. We recommend using a tracked service and keeping your proof of postage.
Please do not send anything back before contacting us, so we can confirm the correct process. Our returns address will be confirmed before we begin trading.
Nothing in this policy reduces your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Where this policy offers more than the law requires, that is in addition to your statutory rights.
How long do I have to return something?
For most goods you can cancel within 14 days of receiving your order and then have a further 14 days to send the item back. Faulty or incorrect items are handled separately under the Consumer Rights Act 2015.
How will I get my refund?
Refunds go back to your original payment method. We process them within 14 days of receiving the returned item or proof that it has been sent. How quickly it appears then depends on your bank or card provider.
Who pays for return postage?
For change-of-mind returns you usually pay the return postage. If an item is faulty, damaged or incorrect, we cover the cost of returning it.
Are any items non-returnable?
Some items are excepted from the change-of-mind right — such as unsealed hygiene products, personalised or perishable goods, and downloaded digital content. Your rights for faulty items still apply.
What should I do if my item is faulty?
Contact us with your order reference and photographs where possible. We will arrange a repair, replacement or refund as appropriate and cover the cost of returning a faulty item.
Still need help?
Our UK support team is happy to help with anything.
