Returns & Refunds

At Oheylo, we want you to feel confident when shopping with us. If you’re not completely satisfied with your purchase, please review our returns and refunds policy below.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

To qualify for a return, the item must be:

  • Unused, undamaged, unaltered and in its original condition
  • Returned with its original packaging, accessories and instructions
  • All labels, tags, or protective seals must be intact
  • Accompanied by your order number

Please contact us before returning any item. Returns sent without prior approval will not be accepted.

2. How to Request a Return

To begin a return, contact us through our email at contact@oheylo.com and provide:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Clear photographs or a video if the item is damaged, defective or incorrect

Once your request has been reviewed, we’ll provide the relevant return instructions.

3. Return Shipping Costs

If the item arrived damaged, defective or incorrect, please contact us before returning it. Once the issue has been verified, we will provide an appropriate resolution.

Original shipping charges are non-refundable unless required by applicable consumer law or the return is due to an error on our part.

4. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or different from what you ordered.

Include clear photographs or a short video showing:

  • The affected item
  • The fault or damage
  • The product packaging
  • The shipping label

After reviewing the information, we may offer a replacement, refund or another suitable resolution.

5. Non-Returnable Items

For safety and hygiene reasons, we are unable to accept returns for:

  • Items that have been used, washed or damaged after delivery
  • Products with missing packaging, accessories or components
  • Personalised or customised products
  • Digital products or downloadable content
  • Gift cards
  • Clearance or final-sale items
  • Hygiene-sensitive baby products that have been opened or used

This does not affect your rights if an item arrives faulty, damaged or incorrectly supplied.

6. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, colour or variation, please return the eligible item for a refund and place a new order.

7. Order Changes and Cancellations

If you need to change or cancel your order, contact us as soon as possible.

We will do our best to accommodate your request, but cancellations and changes cannot be guaranteed once your order has entered processing or has been dispatched.

8. Refunds

Once your returned item has been received and inspected, we’ll notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow approximately 10-12 business days for the refund to appear, depending on your bank or payment provider.

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

9. European Union & United Kingdom Consumers

  • 14-Day Right of Withdrawal: If your order is shipped into the European Union or the United Kingdom, you have a statutory right to cancel or return your order within 14 days of delivery, for any reason and without justification.
  • Eligible Items: This statutory right overrides our standard policy and applies to standard sale and clearance products. It does not apply to customized items or gift cards.
  • Return Shipping Costs: In accordance with local regulations, consumers in the EU and UK are responsible for covering the cost of returning their items for change-of-mind requests.
  • Condition for Inspection: To exercise this right, items must not be used beyond what is necessary to establish their nature and characteristics (similar to how you would inspect an item in a physical shop).

10. Contact Us

If you have any questions about a return or refund, please contact us through our website’s contact form or email us at contact@oheylo.com.

Include your order number so we can assist you more efficiently.