Return and Refund Policy

Last revised: October 31, 2026

How long do I have to return a bag?

You can ask to return a bag at any point within 30 days of the delivery date shown by the carrier.

Which bags qualify?

A bag qualifies for return when it is:

• Unused and in the same condition it arrived in
• Complete, with its tags, packaging, strap and any other parts it came with
• Free from stains, scratches, scents or other signs of use

Which bags do not qualify?

• Bags that have been used, damaged or altered after delivery
• Bags returned without their tags, packaging or detachable strap
• Returns sent without a return request, or requested after the 30-day window

How do I return a bag?

1. Email support@ozelva.store with your order number, the item and the reason for your return.
2. We reply with the return address and instructions.
3. Pack the bag carefully, preferably in its original packaging.
4. Send it with a trackable service and keep your tracking number.
5. We check the bag on arrival and email you the result.

Who pays for return shipping?

Situation	Return shipping paid by
You changed your mind	You (the customer)
The bag arrived damaged or faulty	Ozelva, using a prepaid label
You received the wrong bag	Ozelva, using a prepaid label

What if my bag is damaged, faulty or wrong?

Email us within 5 days of delivery with your order number and clear photos showing the problem. After we confirm it, we send a prepaid return label and refund the bag in full once it is back with us.

When will I get my money back?

Once your return arrives and passes our check, the refund is processed within 7 days to the payment method used for the order. Banks and card issuers can take a few additional business days to show the amount on your statement.

Can I swap for a different colour or style?

We do not process exchanges. To get a different bag, return the original for a refund and place a new order.

What if my return is lost on the way back?

Returns are the sender’s responsibility until they reach us, so please use a trackable service. We cannot refund a return that does not arrive.

Need to cancel instead of return? See our Order Cancellation Policy.