Refund policy

Return policy

At OSTVEL, we want you to be completely happy with your purchase. If you're not, you can return your order under the conditions below.

14-day right of withdrawal

As a consumer, under Dutch and European law you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party you designate, take physical possession of the (last) product.

To exercise your right of withdrawal, inform us with a clear statement, for example by email to info@ostvel.com. You may use the model withdrawal form below, but this is not required.

Sending items back

Return the product within 14 days of notifying us of your withdrawal. Before sending it back, please contact us at info@ostvel.com and we'll send you the return instructions. The direct costs of returning the goods are at your expense, unless stated otherwise.

Condition of items

You may only handle and inspect a product as you would in a shop. Please return items unworn, unwashed, undamaged and with all tags still attached, preferably in the original packaging. You are liable for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

Refunds

We will refund all payments received from you, including the standard delivery costs, no later than 14 days after receiving your withdrawal. We may withhold the refund until we have received the product or until you have shown proof that you have sent it back, whichever is earlier. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise. If you chose a more expensive delivery method than the cheapest standard delivery, we will not refund the additional costs.

Damaged or incorrect items

Received a damaged, defective or incorrect item? Please contact us as soon as possible at info@ostvel.com, ideally with a photo, so we can resolve it for you. Your statutory rights to a product that conforms to the contract remain fully in effect.

Model withdrawal form

(Only complete and return this form if you wish to withdraw from the contract.)

To: OSTVEL, info@ostvel.com

I/We* hereby give notice that I/we* withdraw from my/our* contract for the sale of the following products:
_______________________________________________

Ordered on*/Received on*: ____________________

Order number: ____________________

Name(s) of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is submitted on paper): ____________________

Date: ____________________

* Delete as appropriate.

Questions?

Feel free to contact us at info@ostvel.com.