Refund policy
Refund & Return Policy
Right of Withdrawal & Returns
If you are a consumer located in the European Union, you have the statutory right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, received the goods.
To exercise your right of withdrawal, please contact us at:
Oakhurst Enterprises UG
Am Bronzehügel 92
22399 Hamburg
Germany
Email: support@sosowave.de
Please clearly state that you wish to withdraw from your purchase and include your order details.
Returned items must be sent to:
Oakhurst Enterprises UG
Am Bronzehügel 92
22399 Hamburg
Germany
Unless otherwise required by applicable law, customers are responsible for the direct costs of returning the goods.
Condition of Returned Items
You may inspect and handle an item to the extent necessary to establish its nature, characteristics and functionality.
You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.
Where possible, please return items unworn, with their original tags and packaging.
Made-to-Order, Custom-Made & Personalized Products
Please note that certain products are made specifically according to a customer's individual selection, specifications or personal requirements.
Where a product is not prefabricated and is made on the basis of an individual choice or specification by the customer, or is clearly personalized to the customer's personal needs, the statutory right of withdrawal does not apply in accordance with applicable German and EU consumer law.
Such products are therefore not eligible for cancellation, return or refund due to a change of mind, provided that the respective product falls within the applicable statutory exception.
Where applicable, products excluded from the right of withdrawal will be clearly identified as Made-to-Order, Custom-Made, Personalized or otherwise indicated accordingly before purchase.
This exclusion does not affect your statutory rights in the event that an item is defective, damaged, incorrect or otherwise not in conformity with the purchase contract.
Ready-to-Wear Products
Ready-to-Wear products that are not individually manufactured, customized or personalized are subject to the statutory 14-day right of withdrawal described above.
Damages, Defects & Incorrect Items
Please inspect your order upon receipt.
If an item is defective, damaged or you have received the wrong item, please contact us at support@sosowave.de as soon as possible so that we can evaluate the issue and provide an appropriate solution.
Your statutory warranty and consumer rights remain unaffected.
Exchanges
We do not offer direct exchanges.
If your item is eligible for return, you may exercise your right of withdrawal and place a separate order for the desired item.
Refunds
Once we have received and processed your return, we will refund all payments that we are legally required to reimburse, including the cost of standard delivery where applicable under statutory withdrawal rules.
The refund will be made using the same payment method used for the original transaction unless expressly agreed otherwise.
We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have returned them, whichever occurs first.
Refunds will be processed within the time limits required by applicable law. Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Contact
For questions regarding withdrawals, returns or refunds, please contact:
Oakhurst Enterprises UG
Am Bronzehügel 92
22399 Hamburg
Germany
