Return & Refund Policy

Returns

Our policy lasts 14 days for EU customers. If 14 days have gone by since the item was delivered, unfortunately we can’t offer you an exchange or a refund. The only case in which we can offer an exchange or a refund after the 14 days have passed is in case of an error that we made.

For non EU customers no returns or exchanges are acceptable.

If you wish to return your product please contact us at office@osum.eu describing the issue in detail: the return reason as well as your your order number. If your item is defective, incorrect or not as described please include a clear picture or a video showing the problem.

What we propose as a solution:

  1. Lovebly's Responsibility:

If Lovebly is responsible for the issue, we will allow a return to the closest warehouse to your location for an exchange or a refund. You will have to send us back the item and once we receive it, we will refund in full the original product price and its shipping or resend a replacement at our expense. This solution is offered only if Lovebly is responsible for shipping the wrong item/size. If the item is defective (broken, not working etc) our Quality Team will evaluate as soon as we receive the item before sending a replacement or issuing the refund.

 

      2. Your responsibility

If you ordered the wrong size, product or simply want to exchange/return the item, you are entitled to do so, if as mentioned above, it is communicated within 14 days from the delivery date.

In this case, you will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price excluding the shipping costs. All and any shipping fees are non-refundable.

Please note that we won’t issue any refunds for cases where the item hasn’t been delivered to you because of wrong information provided in the delivery address. In these cases, you must allow the time for us to receive again the product and resend it to you. You will incur the extra charge of the shipping which will be calculated and communicated to you via email. The time required for delivery will be that of your initial order starting on the days that the item/s is sent again from our warehouse and you will receive a new tracking number. 

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Other non returnable items include: Gift cards, Downloadable software products, some health and personal care items, swimwear and towels.

Once our team confirms that you are eligible for return, we are going to send you a RMA (return material authorisation) form to complete. The RMA must accompany your return, or the return will not be valid. Please send us an email at office@osum.eu in order to receive the warehouse closest to your location before you proceed with sending your item.

There are certain situations where only partial refunds are granted (if applicable)

  • Book with obvious signs of use.
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, that is damaged or missing parts for reasons not due to our error.

You must send the unused goods back within 14 days of informing Lovebly. For more information regarding shipping please refer to relevant area.

Refunds

Once your return is received and controlled by our Quality Team, we will send you an email to notify you that we have received your returned item and will inform you of the approval or rejection of your refund. If you are approved, then your refund will be processed and credit will be applied to your credit card, original method of payment, or bank account within a certain time period which also depends on your bank or payment provider.

Late or missing refunds

If you have applied for a refund but you haven’t received it yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Finally you can contact your bank. It usually takes some time before the refunds are posted, so we ask you kindly to be patient.  If however, you have already followed all the above steps and you still have not received your refund yet, please contact us via email at office@osum.eu.

Sale items

Please note that items that are on sale cannot be refunded. Please contact us in order to check if they can be exchanged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Shipping

To return your product, please contact office@osum.eu within 14 days of receiving the product. We must receive the product within 14 days of receiving your notification with the wish to return it.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you wish for an exchange, you will be responsible for paying the shipping costs only and the extra cost in case the item your choose is more expensive that your first purchase.

If you prefer an exchange and not a refund, the same delivery time (depending on destination) will apply for the new product. The new product will be sent as soon as we receive your return.

You must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.

Return Address: 

OSUM Ltd

Tvardishki Prohod 23, 1404

Sofia, Bulgaria

Before you return your item please contact us in case there is a distribution center closest to your location that will ensure faster delivery and process.