Return & Refund Policy
Thank you for choosing Ostavon. We want to make your shopping experience clear and convenient and help you understand the processes for order cancellations, returns, and refunds.
This Return & Refund Policy explains matters relating to order cancellations, statutory withdrawal rights, standard after-sales returns, return labels, return shipping costs, and refund processing. Please review this policy carefully before submitting a standard after-sales return request.
1. Distinction Between the 14-Day No-Reason Withdrawal Right and Standard After-Sales Returns
Please note the distinction between a statutory withdrawal right and our standard after-sales return process.
Where applicable law provides consumers with a 14-day no-reason withdrawal right, that statutory right applies to the relevant circumstances covered by the 14-day withdrawal period. Consumers who are legally entitled to exercise this right should not be required to provide a reason for the withdrawal or wait for a standard after-sales review as a condition of exercising that right.
For standard after-sales return requests that do not fall within the scope of a statutory withdrawal right, customers may provide their order number and relevant details, and we will assist based on the order status and applicable conditions.
The standard after-sales return periods and procedures described in this policy are not intended to limit any mandatory consumer rights available under applicable law.
2. Order Cancellations
Orders That Have Not Shipped
If an order has been placed but has not yet shipped, you may request to cancel the order.
Once we confirm that the order has not shipped, an approved cancellation will receive a full refund.
To request a cancellation, please contact us as soon as possible and provide your order number and relevant information so that we can confirm the current order status and assist you.
Orders That Have Already Shipped
Once an order has shipped, it generally cannot be canceled directly.
If an order has already shipped and you no longer want the item after receiving it, you may request a return through the applicable standard after-sales return process. If you have a statutory withdrawal right that applies to your purchase, you may also exercise that right as provided by applicable law.
For standard after-sales return requests, you should generally contact us within 35 days of receiving the item.
Please note that an order cancellation after shipment and a return after receipt are separate processes. An order being shipped does not necessarily mean that you lose an applicable right to return the item, but it does mean that the order generally cannot be processed through the cancellation procedure for orders that have not yet shipped.
3. Standard After-Sales Returns
Except where a statutory withdrawal right applies, we provide a standard after-sales return service for eligible items.
For standard after-sales return requests that do not fall within the scope of the statutory 14-day no-reason withdrawal right, customers may generally contact us to request a return within 35 days of receiving the item.
Customers may provide their order number and relevant details, and we will assist based on the order status, return circumstances, and applicable conditions.
A standard after-sales return does not automatically guarantee a full refund for every returned item. Return eligibility and the applicable refund amount may depend on the reason for the return, the condition of the item when it is returned, and the applicable requirements of this policy.
4. Exchanges
We currently do not offer direct exchanges.
Because inventory, product styles, and available sizes may change over time, a direct exchange may not always ensure that you can receive the item you want. If you would like a different style or size, we recommend returning the original item through the applicable process and placing a new order for the item you prefer.
This does not affect your ability to request a return and refund for an eligible item under this policy.
5. Return Eligibility and Item Requirements
For standard after-sales returns, customers must submit their request within the applicable return period and return the item in accordance with the return requirements we provide.
Once the returned item is received, we will inspect and verify it to determine whether it meets the applicable return requirements.
A refund may not be available if:
The item has been damaged due to the customer's actions or handling;
The returned item does not meet the applicable return requirements; or
The return request does not meet the applicable conditions of this policy.
We will process return requests based on the order status, reason for the return, and actual condition of the returned item.
For quality issues, damage that occurred during shipping, or incorrect items, we may provide an appropriate full or partial refund, depending on the circumstances and applicable requirements.
6. How to Request a Return or Refund
For standard after-sales return or refund requests, please follow these steps:
Contact us to submit your request. We recommend contacting us by email first.
Provide your order number and relevant details. For a standard after-sales return request, you may provide your order number and information regarding the return or refund.
We will assist in determining the applicable conditions. We will assist based on the order status, return circumstances, and applicable conditions.
Return the item according to the return requirements. If the item needs to be returned, we will provide the applicable return instructions and an electronic return label.
Download and print the return label. You are responsible for downloading and printing the electronic return label we provide.
Ship the item back. Please return the item according to the return instructions and using the provided label.
We receive and inspect the returned item. Once the item arrives, we will inspect and verify the returned item.
Refund processing. If the returned item meets the applicable requirements, we will initiate the refund within 2–4 business days after receiving and verifying the returned item.
Refund to the original payment method. The refund will be issued to the original payment method used for the purchase.
For a statutory 14-day no-reason withdrawal right that applies to your purchase, please exercise that right in accordance with the applicable legal requirements. The standard after-sales return requirements concerning providing a reason or waiting for a standard after-sales review do not apply as a condition of exercising such a statutory right.
7. Return Label and Return Shipping Costs
If your standard after-sales return request meets the applicable return requirements, we will provide an electronic return label.
You will need to download and print the return label yourself and use it according to the return instructions we provide.
For voluntary returns, such as when you no longer need an item or have changed your mind, you may be responsible for some return-related costs, such as return shipping costs, where applicable.
For returns resulting from a quality issue or damage that occurred during shipping, where the return meets the applicable requirements of this policy, we will provide the applicable return handling at no charge and will not charge the customer normal return shipping costs.
We do not establish a fixed dollar amount or fixed percentage for return fees under this policy. Whether any return-related costs apply will depend on the reason for the return and the specific circumstances.
8. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, has a quality issue, or is different from the item you ordered, please contact us and describe the issue.
Please provide your order number and relevant details so that we can understand the order and issue and assist in determining the appropriate resolution.
Depending on the circumstances and applicable requirements, eligible damaged, defective, or incorrect items may qualify for a full or partial refund.
If the item was damaged due to the customer's actions or handling, or if the returned item does not meet the applicable return requirements, a refund may not be available.
For damage caused during shipping or incorrect items, we will provide the applicable return and refund resolution based on the circumstances and applicable requirements.
9. Refund Conditions After an Item Is Returned
If an item needs to be returned, please send it back according to the return requirements we provide.
Once we receive the returned item, we will inspect and verify it.
Only orders that meet the applicable return and refund requirements are eligible for a refund under this policy.
If the item has been damaged due to the customer's actions or handling, or if the returned item does not meet the applicable return policy requirements, we may be unable to provide a refund.
For quality issues, shipping damage, or incorrect items, we will provide an applicable full or partial refund depending on the circumstances.
Accordingly, not every standard after-sales return will automatically qualify for a full refund.
10. Refund Processing
For orders that qualify for a refund, we will initiate the refund within 2–4 business days after receiving and verifying the returned item.
Refunds will be issued to the original payment method used for the purchase.
For approved cancellations of orders that have not yet shipped, customers will receive a full refund.
For standard after-sales returns, the final refund amount may depend on the reason for the return, the actual condition of the returned item, and the applicable return and refund requirements.
Where applicable law requires a specific refund right or remedy, we will process the matter in accordance with applicable law.
11. Refund Timing
We will initiate the refund within 2–4 business days after receiving and verifying the returned item.
After the refund has been initiated, the time it takes for the funds to appear in your account may vary depending on your bank, credit card issuer, payment provider, or other financial institution.
As a result, a refund may not appear in your account immediately after we initiate it.
If we have confirmed that your refund has been initiated but you do not yet see the funds in your account, please allow additional processing time based on the procedures of your bank, credit card issuer, or payment provider.
12. Contact Us
If you have any questions about order cancellations, statutory withdrawal rights, standard after-sales returns, return labels, or refunds, please contact us.
For standard after-sales return and refund requests, we recommend contacting us by email first so that we can assist you based on your order information.
Address: 7039 Toucan Trl, Spring Hill, FL 34606, United States
Email: support@ostavon.com
Phone:
+1 (352) 592-1847
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (America/New_York)