Refund policy

Return & Refund Policy

At Ozhy, we take pride in creating thoughtfully designed hair, sleep, and styling essentials. If you are not completely satisfied with your purchase, we are here to help.

Return Eligibility

Returns may be requested within 21 days of delivery.

To be eligible for a return, items must:

Be unused and unworn
Be in their original packaging
Have all original tags attached
Be in resalable condition
Be accompanied by proof of purchase

Returns that do not meet these requirements may be refused.

Non-Returnable Items

Due to hygiene and personal care considerations, the following items are not eligible for return or refund once opened, used, washed, or removed from their original packaging:

Silk pillowcases
Silk eye masks
Personal care or sleep-related products
Custom or personalized bridal products
Special-order products
Gift cards
Final sale items
Clearance items

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

Any damaged, defective, or incorrect items must be reported within 7 days of delivery.

To submit a claim, please contact shop@ozhy.ca and provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label

All claims are subject to review and approval by Ozhy.

Customers are encouraged to photograph or record the opening of their package, as this may help expedite the resolution of shipping-related claims.

Return Shipping

Customers are responsible for return shipping costs when returning an item due to:

Change of mind
Preference changes
Ordering the wrong item
Any reason unrelated to product quality or shipping damage

If a return is approved due to a manufacturing defect, shipping damage, or an error on our part, Ozhy will provide a replacement, refund, or cover reasonable return shipping costs at our discretion.

Original shipping charges are non-refundable.

We recommend using a trackable shipping service, as Ozhy is not responsible for returns lost in transit.

Refunds

Once a returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to the original payment method within 5–10 business days. Processing times may vary depending on your financial institution.

Store Credit

Customers may choose to receive store credit instead of a refund where applicable.

Store credit may be issued at Ozhy's discretion and will be provided in the form of a digital gift card or store credit code.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, please place a new order and return the eligible item following the process outlined above.

Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has been processed, packed, or shipped, it can no longer be cancelled and must follow the return process outlined in this policy.

Shipping Delays

Delivery timeframes provided on our website are estimates only and are not guaranteed.

Once an order has been transferred to the shipping carrier, Ozhy is not responsible for delays caused by:

Weather conditions
Labour disruptions
Carrier delays
Natural disasters
Circumstances beyond our control

Ozhy will assist customers in tracking delayed shipments whenever possible.

Lost Packages

If a shipment is confirmed as lost by the shipping carrier, Ozhy may offer a replacement or refund at our discretion.

Packages marked as "Delivered" by the carrier are not automatically considered lost and may require further investigation before any resolution is provided.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information.

If a package is returned to Ozhy due to an incorrect or incomplete address provided by the customer, any reshipping costs will be the responsibility of the customer.

Original shipping charges are non-refundable.

Product Appearance

We make every effort to accurately display our products.

However, due to differences in device displays, screen settings, lighting conditions, and natural material variations, colours and patterns may appear slightly different from those shown online.

This is particularly applicable to acetate products, tortoise patterns, pearls, and silk colours.