Refund policy
Refund Policy – O O S T R L O O
Last updated: 21 May 2026
At O O S T R L O O, we want you to be satisfied with your purchase. Because many of our products are handmade, artistic or made-to-order, we ask customers to carefully review this policy before placing an order.
1 – RETURNS
If you are located within the European Union, you have the right to request a return within 14 days of receiving your order, in accordance with applicable consumer protection laws.
To be eligible for a return:
- the item must be unused;
- the item must be in its original condition;
- the item must be returned in its original packaging where possible;
- proof of purchase or order confirmation must be provided.
To request a return, contact us at:
Please include:
- your order number;
- the reason for your return;
- photos if the product arrived damaged.
Returns sent without prior contact may be refused.
2 – NON-RETURNABLE ITEMS
The following items cannot be returned or refunded unless they arrive damaged or defective:
- custom-made products;
- personalized items;
- made-to-order artwork;
- digital products or downloads;
- gift cards;
- products showing signs of use or damage caused after delivery.
Because many products are handmade or artistic in nature, small variations, textures, imperfections or differences in color are considered part of the character of the product and are not regarded as defects.
3 – DAMAGED OR INCORRECT ORDERS
Please inspect your order upon arrival.
If your item arrives damaged, defective or incorrect, contact us within 48 hours of delivery at:
Please include:
- your order number;
- clear photos of the product;
- photos of the packaging;
- a description of the issue.
We will review the situation and work toward an appropriate solution, which may include:
- replacement;
- store credit;
- partial refund;
- full refund.
4 – RETURN SHIPPING
Unless the product is damaged, defective or incorrect, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked shipping service.
O O S T R L O O is not responsible for lost return shipments.
5 – REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within a reasonable number of business days.
Please note:
- banks and payment providers may require additional processing time;
- original shipping costs are generally non-refundable unless legally required;
- we reserve the right to refuse refunds that do not meet this policy.
6 – ORDER CANCELLATIONS
Orders may only be cancelled before production or shipment begins.
Because some products are handmade or made-to-order, cancellation requests submitted after production has started may be refused.
7 – EXCHANGES
We only replace items if they are defective or damaged.
If you would like to request an exchange, please contact:
8 – EU RIGHT OF WITHDRAWAL
If you are a customer within the European Union, you may have a legal right to withdraw from your purchase within 14 days without giving a reason.
This right may not apply to:
- personalized goods;
- custom-made products;
- products created specifically for you.
To exercise your right of withdrawal, contact us before the withdrawal period expires.
9 – CONTACT
Questions regarding returns or refunds?
Contact:
O O S T R L O O
Email: info@oostrloo.com
You may also include:
- business address; Osloweg 4-4, 9723 BL Groningen
- Chamber of Commerce (KvK) number; 96933844
- VAT number; NL005238777B64