Returns & Refunds
Hello there! How can we help you today?
How long do I have to return standard goods?
Seven days from confirmed delivery for standard (non-customised) goods.
What about branded or customised goods?
There is no standard seven-day return window once artwork is approved or production has begun, except defect, incorrect production, spec mismatch, or a statutory remedy.
Can I return because I changed my mind?
Not for correctly supplied packaging, unless that product is explicitly eligible. Most packaging offers are not change-of-mind returns.
What if it arrives damaged or short?
Message Customer Care with the order reference and photos. Asking for evidence within about 48 hours helps Care act quickly. That guidance does not close the seven-day window for standard goods.
How do I start a return?
Open the order, then message Customer Care. Eligibility is reviewed against the order, product condition, and Ozithy policy. There is no instant refund button.
When do I get money back?
If Care and ops decide a refund is due, the case is marked refund pending. That is a case decision, not an instant bank payout in the buyer app.
Talk to an agent
Message Customer Care if these answers do not cover it.
These answers may help first
- Where are my orders?
- How do I track a shipment?
- How long do I have to return standard goods?
- Why is the Paystack amount higher than the item prices?
- How is the delivery fee calculated?
Still need help? Message Customer Care below, or browse the Help Center.