Returns Policy

We accept return requests within 5 calendar days after receiving the order, provided the product is unopened, unused, and in its original packaging in perfect condition. The proof of purchase issued by Ozosana will be required.

For reasons of hygiene and sanitary safety, returns of cosmetic products that have been opened or used are not accepted, except in cases of manufacturing defect or verifiable damage in transit.

1. Write to us at contacto@ozosanacr.com indicating the order number and reason with the word RETURN.
2. Attach photos of the product and packaging when applicable.
3. We will wait for your written confirmation with the return instructions.
4. Send the product within 7 days of receiving the authorization.

Once the product is received and validated, we will process the refund using the same payment method used in the original purchase. The approximate crediting time is 5 to 10 business days, depending on the bank or card issuer.

If you receive a defective or damaged product, report it within 48 hours of delivery, attaching photographic evidence. Ozosana will cover the return cost and offer a replacement, credit note, or refund according to your preference and inventory availability.

You may request to exchange a product for another of equal or greater value (covering the difference) within the same 5 calendar-day period, subject to availability.

The return shipping costs are borne by the buyer, except when the return is due to a manufacturing defect, damage in transit, or an error attributable to Ozosana, in which cases we will cover the return cost.

For questions about this policy or the status of a request, write to us at contacto@ozosanacr.com. We are available Monday to Friday during business hours.