Every piece wears two ways · Tracked delivery to the UK, Europe and the US

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Returns and refunds

Last updated: 13 November 2026

You can cancel your order for any reason within 14 days of receiving it. Tell us first and we will email you the return address. You pay the return postage unless the item is faulty or not what you ordered. We refund you within 14 days of receiving the goods back, or proof that you have sent them.

Your 14-day right to cancel

If you are a consumer, you have the right to cancel (withdraw from) your contract within 14 days without giving any reason. This right comes from the UK Consumer Contracts Regulations 2013 and, for customers in the EU, the Consumer Rights Directive (in Germany §§ 355 and 356 BGB, in Denmark the forbrugeraftaleloven). We give the same 14 days to every customer, wherever you live.

The cancellation period ends 14 days after the day you, or someone you name other than the carrier, take physical possession of the goods. If your order arrives in more than one parcel, it ends 14 days after you receive the last one.

To cancel, tell us clearly that you have decided to cancel before the period ends, in any of these ways:

  • using our online withdrawal form, which you can reach from the link “Withdraw from contract here” at the foot of every page;
  • by email to support@osverina.com;
  • by post to RODDIE TRADING LTD, 58 Windsor Avenue, Adlington, Chorley, England, PR7 4JS, United Kingdom. This address is for letters only. Please do not send parcels to it.

You may use the model withdrawal form below, but you do not have to. It is enough to send your message before the 14 days are up.

Effects of cancellation

If you cancel, we will refund all payments we received from you, including the standard delivery charge, without undue delay and no later than 14 days after we are informed of your decision. If you cancel only part of an order, the delivery charge is refunded only when you cancel the whole order.

We may hold back the refund until we have received the goods back, or you have given us proof of sending them, whichever is earlier. We refund using the same payment method you used, unless you expressly agree otherwise. You will not be charged any fee for the refund.

Please send the goods back without undue delay and no later than 14 days after you tell us that you are cancelling. You will have to pay the direct cost of returning the goods.

You are only liable for any reduction in the value of the goods caused by handling them more than is necessary to establish their nature, characteristics and functioning. Trying a piece on and turning it over to see both sides, as you would in a shop, is fine. If items come back worn, washed, altered or with tags removed, or smelling of perfume or smoke, we may reduce the refund to reflect the loss in value.

Import VAT, duties and carrier fees paid on delivery outside the UK are paid to the carrier or customs authority, not to us, so we cannot refund them. Your carrier may be able to tell you whether they can be reclaimed.

How to return an item

  1. Tell us you want to cancel, using the online form or by email, with your order number.
  2. We will email you the return address and instructions, usually within one working day.
  3. Pack the items securely with your order number and send them with a tracked service. Keep your proof of postage.
  4. When the parcel reaches us, or you send us proof of postage, we process your refund and email you to confirm.

If you are outside the UK, please mark the parcel as “returned goods” on any customs form.

Exchanges

We do not exchange items directly. If you need a different size, cancel and return the item for a refund and place a new order, so you can secure the new size straight away.

Faulty or incorrect items

If an item is faulty or not what you ordered, email support@osverina.com with your order number and a photo. We will pay for the return or arrange collection, and we will refund your reasonable return postage.

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

  • within 30 days of delivery, you can reject them for a full refund;
  • within 6 months of delivery, if you have not rejected them, you can ask for a repair or replacement. If that is not possible or does not work, you are entitled to a price reduction or a refund;
  • after 6 months, you can still ask for a repair or replacement, a price reduction or a refund, but you may need to show the fault was there at delivery. Claims can be made up to 6 years after delivery (5 years in Scotland).

If you live in the EU, you have a legal guarantee of conformity of at least two years from delivery under your country’s law. In Denmark this is your 2-year right to complain (reklamationsret), and in Germany your statutory warranty rights (Mängelhaftung). Customers in Norway, Switzerland and the United States have the rights given by their own law.

If colour runs from one side of a piece onto the other even though you followed the care instructions, please tell us. We treat that as a fault. Normal wear and tear, and damage caused by not following the care instructions, are not faults.

Nothing in this policy affects your statutory rights.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also use the online withdrawal form.

To: RODDIE TRADING LTD (trading as OSVERINA), 58 Windsor Avenue, Adlington, Chorley, England, PR7 4JS, United Kingdom, email: support@osverina.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.