Refund policy

Osmium Refund & Returns Policy (EU Consumers)

Last updated: 4/01/2026

 

This Refund & Returns Policy explains how you can return products purchased from Osmium, how refunds are processed, and what your rights are under EU and Spanish consumer law when you shop with us online as a consumer. It should be read together with our Terms of Service and Privacy Policy.

 

1. Who this policy applies to

This policy applies to purchases made by consumers (individuals acting for purposes wholly or mainly outside their trade, business, craft or profession) via our online store and delivered within the European Union.

If you are purchasing for business or resale purposes, this policy does not apply; please contact us for separate terms.

 

2. Your 14‑day EU right of withdrawal

If you are an EU consumer, you have a legal right to withdraw from your online purchase within 14 calendar days without giving any reason.

 

2.1 When the 14 days start

 

The withdrawal period begins on the day you, or a third party you designate (other than the carrier), receives physical possession of:

the product, or

the last product, if the order consists of multiple items delivered separately, or

the last lot or piece, in the case of delivery of a product consisting of multiple lots or pieces.

 

2.2 How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract before the 14‑day period has expired. You can do this by sending us a clear statement (for example, a letter or email) using the contact details in Section 9.

You may, but are not obliged to, use the standard EU withdrawal form; if you request it, we will provide a template by email.

To help us process your request quickly, please include:

your full name and contact details;

order number and date of purchase;

items you wish to return;

the date you received the items.

 

3. Contractual returns period (optional extension)

In addition to your legal 14‑day right of withdrawal, we offer a voluntary returns period of 45 days from the date of delivery for eligible products, provided that they remain unused and in resellable condition.

This extended period is a contractual benefit and does not limit or replace your statutory rights.

Conditions for the extended period (for example, original tags attached, unworn/unused, proof of purchase) are described in this policy and at checkout.

You may keep using either your statutory right of withdrawal or this extended return option, whichever is more favourable to you.

 

4. Conditions for returns

To ensure a smooth returns process, please note:

Items must generally be returned in the same condition in which you received them: clean, unworn/unused (except for trying on as you would in a store), with all tags, labels and original packaging where reasonably possible.

We may reduce your refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

You must send back the products without undue delay and in any event no later than 14 days from the day you inform us of your decision to withdraw/return.

We recommend that you obtain proof of postage and use a trackable shipping service.

 

5. Return costs

Unless otherwise indicated at checkout or in a specific promotion:

You bear the direct cost of returning the goods (for example, courier or postal charges), except where the items are defective or not as described.

If we supplied incorrect or defective items, we will bear reasonable return costs or provide a pre‑paid return label, as required by applicable law.

Any initial shipping fees you paid will be refunded in accordance with Section 6.

 

6. Refunds

6.1 Amount refunded

If you exercise your right of withdrawal within 14 days, we will refund:

the purchase price of the returned items; and

the standard delivery cost you paid (if any), i.e. the least expensive type of standard delivery we offer, if you had chosen a more expensive delivery option.

If you use a contractual extended returns period after the 14‑day statutory period, we will refund at least the price of the goods; any shipping costs may be refunded based on our then‑current policy, which will never reduce your statutory minimum rights.

We may deduct any depreciation in value where the goods were handled more than necessary as described in Section 4.

 

6.2 Timeframe for refunds

We will make the refund without undue delay and in any event no later than:

14 days from the day we are informed of your decision to withdraw from the contract, or

we may wait until we receive the goods back or you provide evidence that you have sent them back, whichever is earlier.

 

6.3 Method of refund

Refunds will be made using the same means of payment that you used for the original transaction, unless we expressly agree otherwise with you and provided you do not incur any fees as a result.

 

7. Items that cannot be returned or are restricted

Your legal right of withdrawal may not apply or may be limited in certain cases, in line with EU and Spanish law. For example:

Customised or personalised items (e.g. products made to your specifications, personalised prints or embroidery) that are clearly tailored to you.

Goods that are not suitable for return for health or hygiene reasons and were unsealed after delivery (e.g. certain underwear or swimwear), where clearly indicated at purchase.

Items which, after delivery, are inseparably mixed with other goods.

Where such exceptions apply, this will be clearly indicated on the product page and before you place your order, in accordance with EU consumer information rules.

These exclusions do not affect your rights where items are defective or not in conformity with the contract.

 

8. Defective or non‑conforming products (legal guarantee)

Independent of your right of withdrawal, you have statutory rights if the goods you receive are defective, damaged or not as described.

If you believe your product is defective or non‑conforming:

Contact us as soon as possible after discovering the issue, providing your order number, a description of the defect and, if possible, photos.

We may ask you to return the product for inspection, at no cost to you where the defect is confirmed.

Where a defect is confirmed, you are entitled to remedies under EU and Spanish law, which may include:

repair or replacement of the product within a reasonable time and without significant inconvenience to you; or

an appropriate price reduction or refund (partial or full) where repair or replacement is impossible, disproportionate, or not completed within a reasonable period.

These rights apply for the legal guarantee period under Spanish law and do not affect any additional commercial guarantees we may offer.

 

9. How to return items

To initiate a return, please contact us at:

Osmium – Returns

Email: info@osmiun.eu.com

Address for returns: 08027, Spain,Bbarcelona, Paza Kobe 16

 

Please include:

your full name and contact details;

order number and date;

items you wish to return and reason (optional for withdrawal, but helpful for us);

whether you are exercising your 14‑day withdrawal right or using the extended contractual return.

We will provide you with practical instructions on how to send the products back.

 

10. Exchanges

If you wish to exchange an item (for example, a different size or colour):

Where available, you may request an exchange when contacting us for a return.

If we cannot process a direct exchange (e.g. item sold out), we may process a refund instead and ask you to place a new order.

Details of any exchange options will be specified on our website and may vary by country or product category.

 

11. Abuse or unusual patterns

We reserve the right to refuse returns or exchanges, or to close accounts in cases of abuse of our policy or unusual repeated return patterns, always in compliance with applicable consumer law and without affecting your statutory rights.

 

12. Changes to this Refund & Returns Policy

We may update this Refund & Returns Policy from time to time. If changes are material or required by law, we will notify you by appropriate means (for example, on our website or by email) and indicate the date from which they apply. Any changes will not affect your rights in relation to orders placed before the effective date.

If you tell your exact standard return window (e.g. 30 days), who pays return shipping, and whether you sell any personalised items, the text can be further tightened and fully aligned with your actual business model.