Refund policy

Return & refund policy

We want you to be happy with your order. If something is not right, you can return it within 14 days after you receive it, under the conditions below. If a special offer states a longer return period, the period written in that offer applies to the orders placed under it.

1. Start a return

Email us at support@try-oyla.com within 14 days of delivery with your order number and the item(s) you want to return. We will reply with the return address and instructions. Items sent back without contacting us first may not be accepted.

2. Conditions

• Items must be unused, unopened and in their original packaging, with any seal intact.
• For hygiene and safety reasons, we cannot accept the return of personal care, cosmetic or health products that have been opened or used, unless they arrived damaged, defective or are not the item you ordered.
• Gift cards and items marked as final sale cannot be returned.

3. Return shipping costs

Return shipping is paid by the customer, unless the item arrived damaged, defective or is not what you ordered. We recommend using a tracked shipping service: we cannot be responsible for returns lost in transit.

4. Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or wrong, email us within 14 days of delivery with your order number and photos of the item and the packaging. We will send you a replacement or a full refund, at your choice, at no cost to you. In most cases you will not need to send the item back.

5. Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need a few extra days to show it. Original shipping costs are refunded only if the item was damaged, defective or wrong.

6. Order cancellations and changes

To cancel or change an order, email us as soon as possible. If your order has not yet been shipped, we will cancel it and give you a full refund. Once it has shipped, the return conditions above apply.

7. Your legal rights

This policy does not limit any rights you have under the consumer protection laws of your country.

Contact

Oyla, HECSET SRL, Fagnet 94, 4480 Engis, Belgium (registered office, not a return address). Email: support@try-oyla.com