Refund policy

RETURN AND REFUND POLICY

OSTTRAVALLE | Official Returns & Refunds Policy

Last Updated: 19 October 2026

At OSTTRAVALLE, we are committed to providing our customers with a refined shopping experience, exceptional service and quality menswear.

We understand that occasionally a purchase may not meet your expectations. This Return and Refund Policy explains your rights, the procedures for returning products, and how refunds and exchanges are handled.

Our policy operates in accordance with applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Website: https://osttravalle.store

Customer Support: hello@osttravalle.store

1. YOUR RIGHT TO CANCEL AN ONLINE ORDER

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible products online generally have the legal right to cancel their purchase within 14 days without providing a reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where multiple items from a single order are delivered separately, the cancellation period generally begins following receipt of the final item.

To exercise your right to cancel, you must notify OSTTRAVALLE of your decision before the cancellation period expires.

You may contact us at:

Email: hello@osttravalle.store

Website: https://osttravalle.store

You may use the cancellation form included at the end of this policy, although its use is not compulsory.

Your statutory cancellation rights are not dependent on receiving prior approval from our customer service team.

2. RETURNING PRODUCTS

Once you have notified us of your decision to cancel, you must return the relevant goods without undue delay and no later than 14 days after the date on which you notified us.

We recommend contacting our customer support team before dispatching your return so that we can provide the appropriate return address and instructions.

To assist us in identifying your return, please provide:

Your full name.
Your order number.
The email address used during checkout.
Details of the product being returned.
The reason for returning the product, if you wish to provide one.

Providing a reason is optional when exercising your statutory right to cancel.

Returns must be sent to the designated returns address provided by OSTTRAVALLE.

Our customer support team can be contacted at hello@osttravalle.store.

3. CONDITION OF RETURNED ITEMS

Customers are entitled to inspect and try on purchased clothing in the same way they reasonably would in a physical retail shop.

We ask that returned products are handled carefully and, wherever possible, returned with their original packaging, labels and accessories.

Products should not be subjected to unnecessary handling beyond what is reasonably required to establish their nature, characteristics and fit.

Where a product has been handled beyond what would reasonably be permitted in a shop, OSTTRAVALLE may make a lawful deduction from the refund to reflect any resulting reduction in the product's value.

Such deductions will only be applied where permitted by applicable consumer legislation.

The absence of original packaging or the removal of a standard clothing tag does not automatically remove your statutory right to cancel.

4. REFUNDS

Where you validly exercise your statutory right to cancel, OSTTRAVALLE will reimburse the payments received for the cancelled goods, subject to any deductions permitted by law.

Where the entire order is cancelled, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option offered at checkout.

If you selected an enhanced delivery service, such as express shipping, we are not required to refund the additional amount paid above the standard delivery cost.

Where standard delivery was provided free of charge, there will ordinarily be no original standard delivery charge to reimburse.

Refunds will be processed without undue delay and no later than 14 days after:

We receive the returned goods; or
You provide satisfactory evidence that the goods have been sent back, if earlier.

Where goods have not been dispatched or where we have agreed to collect them, the applicable refund deadline will be calculated in accordance with the relevant cancellation regulations.

Refunds will be issued using the same payment method used for the original transaction unless you expressly agree otherwise.

We will not impose an administration fee for processing a statutory refund.

Your payment provider may require additional time to display the refunded amount in your account.

5. RETURN SHIPPING COSTS

For returns made because you have changed your mind under your statutory cancellation rights, you will ordinarily be responsible for the direct cost of returning the goods, provided this has been properly disclosed before purchase.

OSTTRAVALLE does not charge a separate return administration fee.

Where a return is required because the goods are faulty, damaged, not as described or otherwise fail to comply with your statutory rights, OSTTRAVALLE will bear reasonable return costs as required by law.

Please contact hello@osttravalle.store for assistance with arranging an appropriate return.

Where legally required, any refund or reimbursement will include applicable delivery costs.

6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

We take care when preparing and dispatching every order. However, if you receive an incorrect, damaged or defective product, please contact us as soon as reasonably possible.

Email: hello@osttravalle.store

To help us investigate efficiently, please include your order number, a description of the issue and, where available, clear photographs of the affected product.

Photographs can help us assess the issue but are not an absolute condition of exercising statutory consumer rights.

Under the Consumer Rights Act 2015, goods supplied by a trader must meet applicable legal requirements, including being:

Of satisfactory quality.
Fit for their intended purpose.
As described.
Consistent with any relevant information forming part of the contract.

Where goods do not comply with these requirements, you may be entitled to a refund, repair, replacement or price reduction, depending on the circumstances.

OSTTRAVALLE will not require customers to accept store credit instead of a statutory cash refund where a refund is legally due.

7. YOUR 30-DAY RIGHT TO REJECT FAULTY GOODS

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the conditions and exceptions set out in the legislation.

Where this right applies and is exercised within the statutory period, customers may be entitled to a full refund.

Where a fault becomes apparent after the initial 30-day period, customers may be entitled to a repair or replacement.

If a repair or replacement is unsuccessful, impossible, cannot be provided within a reasonable time or would cause significant inconvenience, further remedies may be available, including a price reduction or final right to reject.

During the first six months after delivery, a fault will generally be presumed to have existed at delivery unless the trader establishes otherwise or the presumption is incompatible with the nature of the goods or fault.

Your statutory rights may continue beyond six months, subject to the applicable limitation periods, evidence requirements and circumstances of the claim.

Nothing in this policy limits or excludes these rights.

8. EXCHANGES

If you would prefer a different size, colour or style, please contact our customer support team.

Email: hello@osttravalle.store

Exchanges are subject to product availability and the circumstances of the request.

Where a requested replacement is unavailable, you may exercise any applicable cancellation or refund rights.

Where goods are faulty or otherwise do not conform to the contract, your statutory rights to repair, replacement or other remedies remain unaffected.

An exchange request does not remove any rights provided by applicable consumer law.

9. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Certain products may be excluded from the statutory right to cancel under the Consumer Contracts Regulations 2013.

Relevant exclusions may include:

Personalised or custom-made items: Products made to the customer's specifications or clearly personalised.

Sealed hygiene products: Sealed products that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

This exception may apply to certain sealed underwear or personal-care products, depending on their nature and the circumstances.

These exclusions do not remove statutory remedies where products are faulty, incorrectly described or otherwise fail to meet legal requirements.

Ordinary clothing, including sale items, is not automatically excluded from statutory cancellation rights.

10. SALE AND DISCOUNTED PRODUCTS

Products purchased during promotional events, clearance campaigns or seasonal sales remain subject to applicable UK consumer protection legislation.

Discounted products may be returned under the same statutory cancellation rules as regularly priced items, where those rules apply.

Goods sold at a reduced price must still comply with applicable statutory quality and description requirements.

A discount does not remove your legal rights.

11. LOST OR MISSING RETURNS

We recommend using a tracked shipping service when returning products.

Please retain your postage receipt or proof of dispatch until your refund has been completed.

Where you exercise your statutory cancellation right, valid evidence that the goods were sent back may determine the refund deadline under the applicable regulations.

Customers are not legally required to purchase additional shipping insurance in order to exercise their statutory rights.

Where a return appears to be missing during transit, please contact us so that we can review the available tracking and dispatch information.

12. UNDELIVERED OR LOST ORDERS

OSTTRAVALLE is responsible for delivering goods in accordance with applicable consumer legislation.

Where goods are transported by a carrier arranged by OSTTRAVALLE, the risk of loss or damage generally remains with us until the goods come into the physical possession of the customer or an authorised recipient.

If your order has not arrived, please contact:

hello@osttravalle.store

We will investigate the delivery issue and arrange an appropriate resolution.

Where an order is not delivered within the agreed delivery period, you may have statutory rights to require delivery within an additional appropriate period or terminate the contract and receive a refund, depending on the circumstances.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

13. ORDER CANCELLATIONS BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Email: hello@osttravalle.store

Where we receive your cancellation request before dispatch, we will endeavour to stop the shipment and process the cancellation.

Where the order has already been dispatched, you may still exercise your applicable statutory cancellation rights.

Dispatch of an order does not, in itself, remove your right to cancel an eligible distance-selling contract.

14. REFUND PAYMENT METHODS

Refunds will ordinarily be issued to the original payment method used when placing your order.

This may include debit cards, credit cards or other supported checkout payment methods.

If the original payment method is no longer available, please contact us to discuss a suitable alternative.

Any alternative refund method will be subject to your express agreement and applicable law.

OSTTRAVALLE does not charge additional processing fees for statutory refunds.

15. INTERNATIONAL RETURNS

OSTTRAVALLE may accept orders from destinations outside the United Kingdom where international delivery is offered at checkout.

Customers outside the United Kingdom may be subject to additional local consumer protection legislation, which may provide mandatory rights.

International customers should contact our support team before returning a product to confirm the appropriate returns location and shipping instructions.

Applicable customs requirements, import duties and return procedures may vary according to the destination.

Nothing in this policy excludes consumer rights that cannot lawfully be excluded under the legislation applicable to the transaction.

16. CUSTOMER SUPPORT AND COMPLAINTS

We aim to address all customer enquiries professionally, fairly and transparently.

If you have a concern about a return, refund, exchange or delivery, please contact:

OSTTRAVALLE Customer Support

Email: hello@osttravalle.store

Website: https://osttravalle.store

Please include your order number and an explanation of your concern.

We will review your enquiry and provide an appropriate response.

You remain entitled to pursue any consumer remedies available under applicable law.

17. STATUTORY CONSUMER RIGHTS

This Return and Refund Policy is intended to operate in accordance with applicable UK consumer legislation, including:

Consumer Rights Act 2015

Provides statutory protections relating to the quality, fitness for purpose and description of goods, together with legal remedies where goods do not conform to the contract.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Establishes important requirements for distance-selling contracts, including consumer cancellation rights, information obligations, return procedures and reimbursement requirements.

No provision of this policy is intended to restrict, exclude or override any statutory consumer right.

If any provision conflicts with a mandatory requirement of applicable consumer protection law, the relevant statutory requirement will prevail.

18. CHANGES TO THIS POLICY

OSTTRAVALLE reserves the right to update this Return and Refund Policy to reflect changes in legislation, operational procedures or customer service practices.

The most recent version will be published at:

https://osttravalle.store

Changes to this policy will not retrospectively remove statutory rights or contractual rights that have already arisen in relation to existing purchases.