Return and Refund Policy

At Osena London, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, cancellations, exchanges, and refunds are handled.

This policy is in addition to your rights under applicable UK consumer law and does not affect your statutory rights.

30-Day Return Policy

We accept eligible returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must:

• Be in its original condition
• Be unworn, except for trying the item on to determine fit
• Be unused, unwashed, and undamaged
• Have all original tags and labels attached
• Be returned with its original packaging where reasonably possible
• Include proof of purchase or your order information

Returns must be requested and authorised before they are sent back. Items returned without first contacting us may not be accepted.

How to Request a Return

To request a return, contact us at support@osenalondon.com within 30 days of receiving your order.

Please include:

• Your full name
• Your order number
• The item or items you would like to return
• The reason for the return

Once your return request has been reviewed, we will provide instructions on how and where to send your return.

Please do not send a return to our address without first receiving return instructions from us.

14-Day Right to Cancel

For most purchases made online, customers in the United Kingdom have a legal right to cancel their order without giving a reason.

You may notify us that you wish to cancel your purchase within 14 days after receiving the goods. After notifying us of your cancellation, you generally have a further 14 days to return the goods.

To exercise your right to cancel, contact us at support@osenalondon.com with a clear statement that you wish to cancel your order.

You may inspect or try on an item in the same way you reasonably would in a physical shop. We may make an appropriate deduction from the refund where the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

Items That Cannot Be Returned

Certain items may not be eligible for change-of-mind returns where permitted by law, including:

• Items made to your specifications or clearly personalised
• Items that have been worn, washed, altered, damaged, or used beyond what is reasonably necessary to inspect them
• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken, where applicable
• Gift cards, where applicable

This does not affect your legal rights if an item is faulty, damaged, incorrectly supplied, or not as described.

Faulty, Damaged, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, faulty, incorrect, or materially different from its description, contact us as soon as possible at support@osenalondon.com.

Please provide your order number and, where helpful, photographs showing the issue so that we can review your request efficiently.

Where goods are faulty, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a refund, replacement, or other remedy.

Where we are responsible for the return, reasonable return costs will not be charged to you.

Return Shipping Costs

For voluntary or change-of-mind returns, you are responsible for the direct cost of returning the item unless we tell you otherwise.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed. Osena London cannot be responsible for returned parcels that are lost before reaching the designated return location.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

For cancellations made under your statutory cancellation rights, refunds will be processed within the timeframe required by applicable UK law. We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Where required by law, the refund will also include the cost of standard outbound delivery paid by you. If you selected a more expensive delivery method, any additional cost above the standard delivery option does not have to be refunded.

Your bank, credit card provider, or payment provider may require additional time to process and display the refund in your account after it has been issued by us.

Exchanges

If you would like a different size, colour, or item, please contact us at support@osenalondon.com.

Where a direct exchange is not available, you may be asked to return the original item and place a new order for the preferred item.

Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at support@osenalondon.com.

We will try to cancel the order before dispatch, but we cannot guarantee that cancellation will be possible once processing has begun. If the order has already been dispatched, you may request a return after receiving it in accordance with this policy and your statutory rights.

No Restocking Fees

Osena London does not charge restocking fees for eligible returns.

Your Statutory Rights

Nothing in this Return and Refund Policy excludes, restricts, or replaces any rights or remedies you may have under applicable UK consumer protection law.

Contact Us

If you have questions about a return, refund, cancellation, or exchange, please contact us:

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Business Hours: Monday to Friday, 9:00 to 17:00 UK time

We aim to respond to customer enquiries within 12 working hours.