Returns and refunds
For requests related to returns, refunds or after-sales assistance, please contact Osmosi at:
RETURNS AND REFUNDS
Osmosi accepts return requests within 14 days of order receipt.
To be eligible for a return, the item must be returned in the same condition as received: unworn, unused, complete with original tags, accessories, and original packaging.
Proof of purchase or order number will also be required.
To request a return, you must contact Osmosi at:
The request must include:
- order number;
- first and last name used for the purchase;
- reason for the return (e.g., incorrect size, damaged item, product not conforming to the order received, or other issues encountered).
Once the request is received, Osmosi will assess the eligibility of the return in accordance with this policy.
If the return is approved, the customer will receive an email with all necessary instructions for returning the product, including the shipping label and operational procedures for merchandise return.
Return requests are generally processed within 2-3 working days from the receipt of the email.
Items shipped without prior return authorization will not be accepted.
Once the product is received by Osmosi, the return will be verified to ensure that the item's conditions comply with the requirements indicated in this policy before any refund approval.
For any information regarding returns or refunds, you can contact Osmosi at any time via email returns@osmosistudio.com
SHIPPING COSTS
Return shipping costs are the responsibility of the customer.
In the case of defective items, items received damaged, or errors attributable to Osmosi, return costs will instead be fully borne by Osmosi.
RETURN VERIFICATION
Once the product is received, Osmosi will proceed to verify the item's condition to ensure that the return complies with the requirements indicated in this policy.
Returned items must be intact, unused, and complete with original tags, accessories, and packaging.
In the event that the product shows signs of use, damage not attributable to Osmosi, or conditions different from those declared in the return request, Osmosi reserves the right to refuse the refund.
In this case, the customer may request the return of the item at their own expense.
ORDER CONFORMITY
It is recommended to carefully check your order upon delivery.
In the event that the product has manufacturing defects, damage, or does not correspond to the item purchased, it is necessary to contact Osmosi as soon as possible, so that the problem can be verified and an adequate solution found.
MADE TO ORDER AND LIMITED PRODUCTIONS
Some Osmosi products are developed through limited productions or Made to Order processes carried out after order confirmation.
Due to the productive and artisanal nature of these items, Made to Order products cannot be returned or refunded, except in case of manufacturing defects, damage during transport, or errors attributable to Osmosi.
Any production and shipping times are always indicated on the product page before purchase.
CRAFTSMANSHIP AND PRODUCT CHARACTERISTICS
Some Osmosi products include handcrafted components and details, such as hand-modeled ceramic elements, goldsmith details, metal inserts, or processes developed through independent manufacturing collaborations.
Due to the very nature of these processes, slight variations, differences in texture, tone, or finish between one element and another are not to be considered manufacturing defects, but rather distinguishing characteristics of the product.
Each handcrafted component retains traces of its manual processing and contributes to making each item part of a limited production that cannot be replicated identically.
For items available for immediate delivery (Ready to Ship), returns are still possible according to the conditions indicated in this policy. In these cases, return costs remain the responsibility of the customer.
For Made to Order items, it is not possible to make returns or request refunds for reasons related to artisanal characteristics, aesthetic variations, or details already described within the product sheet.
Only manufacturing defects attributable to Osmosi are covered.
NON-RETURNABLE ITEMS
Returns are not possible for:
- customized or made-to-order products;
- Made to Order items;
- gift cards;
- items purchased on sale or promotion;
For doubts regarding the eligibility of an item for return, you can contact Osmosi before purchasing.
EXCHANGES
Osmosi currently does not offer direct exchanges.
To obtain a different item, you will need to make a return request for the product received and then proceed with a new separate order.
Once the return is received and approved, the refund will be issued via the original payment method.
REFUNDS
After receiving and verifying the return, Osmosi will communicate via email the approval or refusal of the refund.
If approved, the refund will be processed automatically via the original payment method within 10 business days.
Actual crediting times may vary depending on the bank or payment provider used.
If more than 15 business days have passed since the refund approval without receiving credit, please contact:
Osmosi reserves the right to update this policy at any time due to operational, regulatory, or production needs.