Return Policy

1. The 30-day request window

You may request a return within 30 days after receipt by emailing service@ostestuny.com. Tell us the order number, the product, and your reason. The request window refers to contacting us; the return instructions will explain the next steps and how to identify the parcel. Keep your order confirmation or another purchase record so we can find the transaction.

This voluntary return process does not limit remedies for faulty, misdescribed, or incorrectly supplied goods under applicable law. If your issue concerns a defect or delivery problem, describe it clearly so it is assessed on the appropriate basis rather than treated automatically as a change-of-mind return.

2. Condition of change-of-mind returns

For an ordinary change-of-mind return, items should be unused, in their original condition, and returned with their packaging and any components that were actually supplied. Please preserve labels and purchase information. We may inspect the returned item to assess its condition and completeness. Sand-play wear, missing components, or damage after use can affect eligibility where permitted by law.

Do not attempt repairs or alter an item while a damage or defect claim is being reviewed. If packaging was damaged in transit, tell us; we will not automatically apply a packaging requirement in a way that removes mandatory rights. Background styling items in generated photographs are not returnable components unless expressly included in your order.

3. Four steps to request and return

1. Email your order number, item, reason, and relevant photographs.
2. Wait for our instructions and confirmation of how the return should be identified.
3. Pack the item securely with its supplied components and purchase reference.
4. Use an appropriate delivery service, keep proof of dispatch, and send the tracking details when available.

4. Return address

Do not send a return to a carrier depot, an address inferred from tracking, or a different location shown in a styled image. If instructions clarify the recipient reference or parcel marking, include that information without changing the destination on your own.

5. Who pays return postage

For a change-of-mind return, the buyer pays return shipping. Choose a service appropriate to the item and retain evidence of dispatch. We do not promise that a prepaid label is available. Original outbound shipping is ordinarily not refunded for a change-of-mind return except where applicable law requires it or we agree otherwise.

For a damaged, defective, or incorrect item, postage responsibility and the appropriate remedy are assessed according to the actual issue and applicable rights. Contact us before incurring costs or sending the parcel. We will explain the return arrangement where a return is needed; we do not require an unnecessary shipment merely to begin investigating a claim.

6. Damage, defects, and wrong items

Send photographs of the item, packaging, and relevant labels together with a clear description. Tell us when you received the order and whether the problem was present on arrival. Keep the item and packaging while the matter is reviewed. We will consider the facts and explain an appropriate next step, which may involve a return, replacement, refund, or another lawful remedy.

A product's generated illustration is not a stock-inspection photograph. If the delivered item differs materially from the actual agreed description, tell us. Nothing here creates a blanket exclusion for sale items, removes rights because packaging was opened to inspect the goods, or requires you to waive a lawful remedy.

7. Inspection and refunds

After receiving the return, we will inspect it and process an approved refund within 10 business days. Business days exclude weekends and applicable holidays. Refunds are returned through the original payment method where possible and lawful. Your bank or payment provider may need additional time to post the credit after we process it.

We will communicate the outcome if a return cannot be approved or if more information is needed. We do not promise an instant account credit or substitute store credit for a required refund without your agreement. The amount depends on the approved return, any eligible shipping refund, and the applicable transaction details.

8. Exchanges, cancellation, and your rights

Contact us if you want a different item. We will explain whether an exchange or a separate return and new order is appropriate; availability is not guaranteed. To cancel an order, contact support promptly. Preparation or dispatch may make cancellation impossible, in which case the return process may be relevant.

This policy supplements mandatory consumer rights and must be interpreted accordingly. Where local law requires a different deadline, postage treatment, or remedy, that requirement takes priority. Questions about a particular return can be sent to service@ostestuny.com with your purchase reference. Please keep the correspondence until the matter is resolved.