Refund policy

At Osei, we want you to feel confident when shopping with us. If something is wrong with your order, we will work with you to find a fair resolution in line with Australian Consumer Law.

Change of Mind Returns

Due to the personal nature of many products sold on this website, and for hygiene and safety reasons, we generally do not accept returns for change of mind.

Please choose carefully before purchasing.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, or is not what you ordered, please contact us at seb@osei.com.au as soon as possible after receiving your order.

To help us assess the issue, please include:

your order number
a description of the problem
clear photos of the item and packaging where relevant

If the issue is confirmed, we may offer a replacement, store credit, repair or refund depending on the nature of the problem and your rights under Australian Consumer Law.

Hygiene and Safety

For hygiene reasons, we may refuse returns of opened or used personal items unless they are faulty or required to be accepted under Australian Consumer Law.

Products must not be returned in a used condition where the return is based purely on preference, change of mind or incorrect selection by the customer.

Return Approval

Please do not send items back without contacting us first. Returns must be approved before being sent. If a return is approved, we will provide instructions on how to proceed.

Unauthorised returns may not be accepted.

Refund Method

Approved refunds will generally be issued back to the original payment method used for the purchase, unless otherwise agreed.

Please allow reasonable processing time for refunds to appear, depending on your payment provider or bank.

Shipping Costs

Original shipping costs are generally non-refundable unless required by law or where the return is due to our error, such as sending the wrong item or supplying a faulty product.

Customers may be responsible for return shipping costs unless the item is faulty, damaged or incorrectly supplied.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law. You may be entitled to a repair, replacement or refund where a product has a major failure, is significantly different from its description, or does not do what it is reasonably supposed to do.