Thank you for shopping at Oavo. This policy explains your rights to cancel, return, and get a refund for items purchased on oavo.shop, in line with EU consumer protection law.
1. Your right to withdraw (14-day cooling-off period)
If you are a consumer shopping from the EU, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
- The withdrawal period expires 14 days from the day you (or someone you nominate) receives the goods.
- To exercise this right, inform us before the 14-day period ends by emailing oavo1@outlook.com with your order number and a clear statement that you wish to cancel/return your order.
- You may use the model withdrawal approach of simply stating: “I hereby withdraw from my contract for the purchase of [item], order number [xxx].”
2. Returning your item
Once you’ve told us you want to return an item:
- Send the item back to us within 14 days of informing us of your withdrawal.
- Items must be unused, unworn, and in their original condition and packaging, with tags attached where applicable, unless the item is faulty.
- Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect (see Section 4).
- We recommend using a tracked shipping method, as we cannot issue a refund for items lost in transit back to us.
To start a return, email us at oavo1@outlook.com and we’ll send you return instructions.
3. Refunds
- Once we receive and inspect your returned item, we will process your refund within 14 days.
- Refunds are issued to your original payment method via WooPayments/Stripe.
- We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them back, whichever is earlier.
- Original standard shipping costs are refunded; if you chose an upgraded/express shipping option, we only refund the equivalent of standard shipping.
4. Damaged, defective, or incorrect items
If your item arrives damaged, faulty, or different from what you ordered:
- Contact us at oavo1@outlook.com within 14 days of receiving your order, with your order number and photos of the issue.
- We will offer a replacement, exchange, or full refund, including reasonable return shipping costs, at no extra cost to you.
5. Exceptions to the right of withdrawal
In line with EU consumer law, the right of withdrawal does not apply to:
- Items that have been used, worn, or show signs of wear beyond simply checking them (as you would in a physical store).
- Personalised or made-to-order items.
- Sealed items that were unsealed after delivery and are not suitable for return for health or hygiene reasons (e.g. certain intimate apparel), unless faulty.
6. Exchanges
If you’d like a different size or colour, the fastest option is to return the original item for a refund and place a new order. Contact us at oavo1@outlook.com if you’d like help with an exchange.
7. Late or missing refunds
If it’s been longer than 14 days since we confirmed your refund and you haven’t received it, please first check with your bank or payment provider, as processing times can vary. If you still have concerns, contact us at oavo1@outlook.com.
8. Contact us
Questions about returns or refunds? Reach us at:
Email: oavo1@outlook.com
Based in Stuttgart, Germany