Return & Exchange Policy
In accordance with the applicable Canadian laws, our goods come with guarantees that cannot be excluded under the CPSA. If you have any inquiries about a purchase from our website you may notify us by email: INFO@OZLANA.CA
At OZLANA CA Your satisfaction is our priority. If for any reason, a product you purchased from Our Company does not meet your expectations, you may return it at your own cost within 10 days of your original receipt for a full refund or exchange.
Please note that all pre-order items and customized items are not eligible for return/refund for a change of mind, unless the product is defective.
Pre-order Cancellation
Once an order has been placed and commenced,cancellation within 12 hours of order confirmation will be subject to a $20 cancellation charge of the items cancelled.
Cancellation after 12 hours of order confirmation will be subject to a $50 cancellation charge of the items cancelled.
Once an order has been dispatched, it cannot be cancelled or refunded under any circumstance, including: unexpected delays, change of mind or sudden cancellation.
Damages/Lost
OZLANA CANADA is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Failed Delivery/Returned To Sender/Abandoned Packages
If your package cannot be delivered to the given address due to incorrect shipping address and/or phone number. Or the receiver is absent upon all delivery attempts, and if the customer fails to pick up the package for any reason. Or if the customer refuse receipt of the package. The package will be returned back to the sender (OZLANA) at your expense, the expense includes shipping costs and any duty and tax the package may have incurred.
Return/Exchange
To be entitled to a refund you must meet the following conditions:
– The item must not have been worn, modified, washed or damaged
– The tag must be attached to the item with its original disposable seal
– The item must be returned in its original packaging and other accessories (Dust-bag, hanger, garment cover…)
Products are NOT eligible for exchange or refund once they are used.
Please note that all shipping and custom costs occurred should be undertaken by customers, unless the package was faulty.
Refunds will be processed by the same original payment method.
All items are only eligible for one time size exchange only.
Please allow 3-9 business days for your exchanged items to be dispatched. Please allow up to 20 business days for your exchanged pre-order items to be dispatched.
Those refund and exchange terms do not apply to the customized products. Be advised that images, samples and photographs provided during customization may slightly differ from the final result as the perception of colours on a screen does not reflect the natural finish or aspect of the materials. But if at reception you notice that your instructions were not entirely followed on a personalized or pre-ordered item, simply notify us by email.
*All sale items are final sale
Discount Policy
This Discount Policy outlines the terms and conditions for the use of discounts in our online store. It is important to note that only one discount can be used at a time. Specifically, Discount Promos cannot be combined, and Gift Promos cannot be used in conjunction with Discount Promos. This policy applies to all customers and users of our online store.
**If you are returning an item from outside of Canada, you must declare that the parcel is a return on your customs declaration. If OZLANA CANADA incurs any duties or taxes for returned parcels, the amount will either be deducted from your total refunds, or the parcel will be rejected.**
Please note that all shipping and custom costs occurred should be undertaken by customers, unless the package was faulty.
*We reserve the right to modify or amend this Policy at any time. Any changes will be effective immediately upon posting on our website.
