Introduction

At Oswald & Pablo Ltd, we are committed to providing high-quality products and a satisfactory shopping experience. If for any reason you are not completely satisfied with your purchase, we offer a comprehensive return and refund policy to ensure your peace of mind. Please read the following information carefully to understand our policies regarding returns, refunds, and exchanges.

1. Return Policy

We accept returns for items that meet the following conditions:

1.1 Eligibility for Returns

• Time Frame: Items must be returned within 30 business days from the date of receipt.
• Condition: Returned items must be in their original condition and packaging, unworn, unused, and unwashed, with all original tags and labels attached.
• Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, must be provided with the return.

1.2 Non-Returnable Items

The following items are not eligible for return:

• Custom or Personalized Products: Items that have been customized or personalized to your specifications.
• Perishable Goods: Certain items such as food, flowers, or other perishable goods.
• Final Sale Items: Items marked as “final sale” cannot be returned or exchanged.

2. Refund Policy

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be processed as follows:

2.1 Refund Method

• Original Payment Method: Refunds will be issued back to the original payment method used during the purchase (e.g., credit/debit card, PayPal).
• Processing Time: Refunds are typically processed within 7 business days of receiving the returned item. Depending on your bank or payment provider, it may take an additional 5-10 business days for the funds to appear in your account.

2.2 Partial Refunds

In certain circumstances, only partial refunds may be granted (e.g., if the item is not in its original condition, is damaged, or is missing parts for reasons not due to our error).

3. Exchange Policy

If you wish to exchange an item for a different size, color, or style, please follow these guidelines:

3.1 Exchange Process

• Eligibility for Exchange: Exchanges are only accepted for items of the same product type and value. If you wish to exchange for a different product, you must process a return and place a new order.
• Time Frame: You must request an exchange within 7 days of receiving your item.
• Condition: Items must be in their original, unworn condition with tags and packaging intact.

3.2 How to Initiate an Exchange

To initiate an exchange, please contact us at Contact@oswaldandpablo.co.uk with your order details and the desired exchange item. Once approved, we will provide instructions for returning the original item. After we receive and inspect the item, the exchange will be processed, and the new item will be shipped.

4. Return Shipping

4.1 Return Shipping Costs

• Customer Responsibility: You will be responsible for paying the shipping costs for returning your item, unless the return is due to an error on our part (e.g., wrong item shipped or defective product).
• Non-Refundable Shipping Fees: Shipping fees paid during the original order (if any) are non-refundable, except in cases of defective or incorrect items.

4.2 How to Return Your Item

• Step 1: Contact us at Contact@oswaldandpablo.co.uk to request a return authorization and receive detailed return instructions.
• Step 2: Pack the item securely in its original packaging and include your proof of purchase.
• Step 3: Use a trackable shipping service or purchase shipping insurance, as we cannot guarantee receipt of your returned item without tracking.

5. Damaged or Defective Items

We take great care in ensuring that our products are delivered to you in excellent condition. However, if you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receiving the item. We will arrange for a replacement or full refund, including shipping costs.

5.1 Reporting Issues

• How to Report: Contact us at Contact@oswaldandpablo.co.uk with your order number, a detailed description of the issue, and photos of the damaged or defective product.
• Resolution: Depending on the nature of the issue, we will either provide a replacement product or issue a full refund, including return shipping costs.

6. Refunds for Lost or Delayed Shipments

If your order has not arrived within the estimated delivery window (2-8 business days within the UK), please contact us to investigate the issue. If the order is confirmed lost or significantly delayed, we will issue a full refund or resend the items at no additional cost.

7. Contact Information

If you have any questions or concerns regarding our Refund and Return Policy, please do not hesitate to contact us:

Oswald & Pablo Ltd
Email: Contact@oswaldandpablo.co.uk
Address: Unit 3, J2 Business Park, Bridge Hall Lane, Bury, BL9 7PB, United Kingdom
Phone Number: +44 1204 383636