Refund policy
Refund & Returns
Return policy on customer remorse
If you happen to change your mind, all items can be returned within a 30 day period, starting from the day after you receive your order. Please notify us first for a seamless return process, by email at contact@ozerty-canada.com.
As part of this 30-day commercial guarantee, we accept customer-remorse returns on the following conditions:
- The item is new and unused.
- For items with a manufacturer seal, the manufacturer seal must be unopened.
- The item is not damaged due to the handling or use of the customer.
- The item is in its original packaging with all original accessories.
To ensure you can shop for your Christmas gifts with peace of mind, we extend our return period for orders placed between November 1st and December 25th. If needed, you have until January 31st to return those orders.
Return policy on damaged, wrong or dysfunctional products
An item arrived damaged, does not match your order, or does not work as expected? Contact us at contact@ozerty-canada.com with a photo or video of the product and the parcel: that is what lets us handle your request right away. We arrange the replacement, that is our commitment. To process your request, the item may need to be returned to us, and in that case the return costs are covered. In some cases, our agents may consider that a return is not necessary, for example when the item cannot be repaired.
Every order placed on Ozerty benefits from our Ozerty Purchase Protection Program, included at no cost. For 30 days after delivery, any issue with your product, damaged, wrong, or not working as expected, is handled on a priority basis: fast replacement, no hassle and no unnecessary questions. Beyond that period, your purchases remain covered by the guarantees described in the "Warranty" section below.
Returning an order
Before returning an item, please contact us at contact@ozerty-canada.com. This ensures that returns are processed smoothly and refunds are issued quickly. Your cooperation is essential to this process.
Depending on the product, returns may need to be shipped outside Canada or America at your expense, which is why it is important to contact us before proceeding. Before taking any steps: in many cases, we can offer you a simpler solution than a return.
Please make sure to pack the item securely, including all original accessories if applicable.
Once your return is validated, the return address is provided to you by our team and depends on the warehouse your order was shipped from:
- For orders shipped from the United Arab Emirates:
OZERTY
A4-709 Building no.A4
Al Hamra Industrial zone-FZ
10055 Ras Al Khaimah,
United Arab Emirates
- For all other orders: the exact return address is given to you by email when you make your return request, as it varies depending on the shipping warehouse and may be located outside Canada or America.
It is essential to contact our support team before returning an item, as returns made without prior approval cannot be processed.
Return shipping costs are the responsibility of the customer. As the item(s) may need to be shipped outside Canada or America, these costs can reach CA$35, or more for certain heavy or bulky products. This arrangement allows us to maintain competitive prices while offering a wide selection of quality products.
You have 14 days from receiving your order to let us know that you wish to return an item and obtain a refund. Simply contact us at contact@ozerty-canada.com, then send the item back to us.
We are committed to making the returns process as simple and cost-effective as possible. Please reach out to us before initiating a return, we may be able to offer alternative solutions or advice on reducing costs.
Lastly, we strive to provide detailed and accurate product descriptions to help you make the best choice from the start. Our goal is to minimize returns while ensuring that your purchases meet your expectations.
Cancelling an order
Our priority is to process and ship orders as quickly as possible, which ensures fast and efficient service for the vast majority of our customers. In some cases, orders are dispatched within an hour of being placed.
Because of this rapid processing, a confirmed order can no longer be modified or intercepted before it ships. If you change your mind, simply contact us at contact@ozerty-canada.com to let us know.
If your order is already on its way, the simplest option is to receive it normally, then contact us to arrange the return. This ensures proper tracking of your parcel and fast processing of your refund. You will find all the useful information in the "Returning an order" section of this policy.
Lost shipments
If your parcel has not been delivered within the expected timeframe, please contact our customer service team at contact@ozerty-canada.com. After an inquiry with the carrier, any parcel declared lost is reshipped at our expense under our Ozerty Purchase Protection Program: you receive a new order confirmation at no additional cost (CA$0.00). Detailed terms and timeframes are set out in our Shipping Policy.
Price adjustment within 30 days
Items purchased on Ozerty are eligible for our price-adjustment policy. If the price of an item you purchased drops within 30 days of your order, we credit the difference to your Ozerty Wallet. To request this, contact us by email with your original order confirmation and "Price adjustment request" in the subject line. Our team processes your request as quickly as possible.
Not eligible: items on sale, items purchased with a promo code, and items that are no longer in stock. Fees (shipping, insurance, other services) are not taken into account in the difference. Ozerty reserves the right to verify the eligibility of each request against these conditions.
Refund process
The refund is made to the payment method used for the order. To receive it, return your item to the address we provide, preferably with a tracked shipment. If you send us the tracking number of your return, we start your refund as soon as we receive that number, without waiting for the parcel to reach us. Without a tracking number, the refund is processed once the item is received in our warehouse. The refund is then issued within 5 to 10 business days. If you prefer, we can also offer you a credit on your Ozerty Wallet, immediately available for your next orders.
Flexpay deposit
If your order falls below the minimum amount, a Flexpay deposit may apply. This deposit credits your Ozerty Wallet with an equivalent promotional benefit. The deposit is tied to the order: to obtain a refund of the deposit, you need to return the order concerned, following the return process described above.
When you return the order within the return window, and as long as the benefit credited to your Wallet has not been used at all, the deposit amount is refunded to your original payment method, and the corresponding Wallet benefit is cancelled. Once you have used all or part of that benefit, even for one dollar, the benefit is considered acquired and used: the deposit is then no longer refundable in cash, and you keep the benefit already obtained on your Wallet.
Warranty
All products sold by Ozerty are covered, as a commercial guarantee, against manufacturing defects and other faults occurring under normal use. If you detect a defect on your product, please contact us at contact@ozerty-canada.com. We may arrange the return of the product to analyze the cause and determine the appropriate solution. Repair or replacement is favored; a refund may be issued if neither of these solutions is possible.
This guarantee does not cover damage resulting from abnormal use, mishandling, lack of maintenance, normal wear and tear, or a cause external to the product. Nothing in this policy excludes or limits any right or remedy that applies to you under applicable consumer protection legislation, including the Quebec Consumer Protection Act, and that cannot lawfully be excluded.
Contact us:
From 9am to 6pm, Monday to Friday
Tel: (888) 887-5158
E-mail: contact@ozerty-canada.com