Refund policy


Shipping Information

We offer standard shipping within the Netherlands and to selected EU destinations.

Order processing

Orders placed on business days (Monday–Friday) before 17:00 are processed the same day after payment is received.

Shipping confirmation & tracking

Once your order has shipped, you will receive a confirmation email with tracking details.

Shipping delays

aōza is not responsible for delays caused by shipping carriers, customs procedures, or other unforeseen circumstances beyond our control.

Incorrect or incomplete addresses

If a package is returned to us due to an incorrect or incomplete shipping address, additional shipping fees may apply to resend the order.

Returns

Return window

You may request a return or exercise your right of withdrawal within 14 days of receiving your order.

How to request a return

  • To request a return, please log in to your customer account and submit a return request for your order. If you need assistance, please contact us.
  • If your return is eligible, you will receive a return shipping label and instructions.
  • Items returned without a prior return request will not be accepted.

Return conditions

To be eligible for a refund, items must:

  • Be unopened, unused, and sealed
  • Be in their original packaging
  • Include proof of purchase

Food products

  • Due to hygiene and food safety reasons, food products can only be returned if they remain unopened, undamaged, and sealed.
  • The right of withdrawal does not apply to sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.
  • Once the packaging or seal has been broken, the item is no longer eligible for return or refund.

Refunds

  • Once we receive and inspect your return, we will notify you of the outcome.
  • If approved, your refund will be issued to the original payment method within 10 business days.
  • Please note that banks and credit card providers may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us.

Damages and Issues

Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us immediately so we can assess the issue and resolve it.

Exchanges

  • The fastest way to receive a different item is to return the original item.
  • Once the return is approved, you can place a new order for the desired product.

Right of Withdrawal (EU Customers)

If your order is shipped to a country within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

  • You can exercise your right of withdrawal by submitting a return request through your customer account.
  • To be eligible for a refund, items must be in the same condition in which they were received, including any original packaging and seals, and proof of purchase is required.

Exceptions

The right of withdrawal does not apply to sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.

For food products, this means that returns are only possible if the packaging remains unopened, undamaged, and sealed. Once the seal has been broken or the packaging has been opened, the right of withdrawal no longer applies.