Widerrufsrecht

RETURNS & REFUND POLICY:

We want you to feel confident when shopping with us. Please take a moment to read the information below so you know what to expect if you need to return an item or contact us about a product issue.

 

Returns for Refund:

 

We offer refunds on items returned in an unworn, unused, and re-sellable condition, with all tags intact, within 30 days of delivery.

You have 30 days from receiving your order to request a return.

Once your return is approved, you have 30 days to send the item(s) back to us.

Returned items must:

  • Be unworn and undamaged.
  • Be returned in the original packaging, including the shoe box.
  • Include proof of purchase.
  • Items that are worn, damaged, incomplete, soiled, or returned without original packaging cannot be accepted or refunded.

After 30 days from delivery, we are unfortunately unable to accept returns or issue refunds.

 

Return Shipping Costs:

Return shipping costs are charged per item and help cover insurance, handling, and courier processing back to our distribution centre.

  • Germany & EU: €10.00 per item.
  • UK & Rest of World: €40.00 per item.
Refund Processing:

Once we receive and inspect your return, refunds are processed within 14 working days.

Refunds are issued to the original payment method used at checkout (credit card or PayPal).

We recommend keeping your proof of shipment until your return has been fully processed.

 

Product Quality & Warranty:

We stand behind the quality of our products and take any concerns seriously.

If you believe your item may have a defect, please contact us with details and images so we can review the issue.

Please note:

Not all damage is considered a defect. The following are not covered under warranty:

  • Normal wear and tear.
  • Outsole abrasion.
  • Insole or lining wear over time.
  • Damage caused by friction, moisture, or usage conditions.
  • Damage caused by improper care, third-party repair, or modification.
  • Wear patterns that develop through use, even if uneven, are considered part of the natural life of the product.

All warranty cases are subject to inspection before a solution is offered.

 

Inspection & Assessment:
  • For any quality or defect-related request, the item must be reviewed by our team before repair, replacement, or refund can be considered.
  • We reserve the right to inspect the product and determine whether a defect existed at the time of delivery and what the appropriate remedy may be.
  • Repairs or costs arranged without our prior approval cannot be reimbursed.
Proof of Purchase:

All returns and warranty requests require valid proof of purchase (order number or invoice).

Without this information, we’re unable to process the request.

 

Sustainability Note:

Please consider carefully before returning items. Returns involve additional transport, fuel use, and emissions. Returning less helps reduce environmental impact and keeps our drivers running on fewer emergency coffee and sandwich refuels.

 

How to Request a Return:

Email info@oswenkoln.com with:

  • Your order number.
  • The reason for your return.
  • The item(s) you wish to return.

We will send you a return label within 48 hours.

 

Returns within the EU:
  1. Place the item(s) in the original shoe box and courier bag.
  2. Complete the return form and place it inside the box.
  3. Seal the box securely.
  4. Attach the return label, ensuring old labels are fully covered or removed.
  5. Drop the parcel at your nearest courier drop-off point.
Returns outside the EU:

Returns may take longer due to customs procedures.

  1. Pack the item(s) securely, including the original shoe box.
  2. Complete the return form and place it inside the box.
  3. Attach the return label.
  4. Attach three printed copies of the commercial invoice (sent with your order confirmation) in a plastic pouch on the outside of the parcel.
  5. Drop the parcel at your nearest UPS drop-off point.
Wholesale / B2B Purchases:

The following applies exclusively to business customers (B2B / wholesale).

B2B purchases are not governed by the consumer return policy outlined above. Returns, warranty claims, and recourse claims are governed by the applicable supply agreement and the terms below.

B2B Returns:

Returns for wholesale orders are only accepted if:

  • Explicitly agreed in writing in advance.
  • The goods are unused, undamaged, and in re-sellable condition.
  • Unauthorised returns will not be accepted.

B2B Warranty & Claims:

All B2B claims must comply with the following requirements:

  • Claims must be submitted within 3 months of delivery from Oswen to the retailer. Claims submitted after this period will not be accepted.
  • Claims must include proof of purchase and proof of payment.
  • Claims must include clear documentation, including images and product details.
  • All claims are subject to inspection and written approval by Oswen before any remedy is considered.

Oswen reserves the exclusive right to determine:

Whether a manufacturing or material defect existed at the time of delivery, and whether repair, replacement, or rejection is the appropriate remedy.

Exclusions:

The following are explicitly excluded from B2B warranty and supplier liability:

  • Normal wear and tear.
  • Outsole abrasion.
  • Insole or lining wear.
  • Damage resulting from friction, moisture, or usage conditions.
  • Damage caused by improper care, third-party repair, or modification.
  • Claims based solely on end-customer statements.
  • Wear-related issues do not constitute a manufacturing or material defect.

Repairs & Cost Allocation:

  • Repairs, replacements, or costs arranged without Oswen’s prior written approval will not be reimbursed.
  • Oswen must be given the opportunity to inspect and, where applicable, remedy the issue before any third-party intervention takes place.
Final Note:

This policy is applied consistently to ensure fairness, transparency, and clear responsibility for all customers and partners.