Returns Policy

OZIKO’s Returns and Exchanges Policy

Reasons for our policy :

Hello and welcome to the OZIKO online store. Thank you for your interest in purchasing our products and encouraging your artists. In order to complete your purchases and avoid any inconvenience, there are certain steps you need to take before finalizing and sending your order. Our Return and Exchange Policy is described below. You must read it and, if you accept it, press the "I ACCEPT THE TERMS " or “I ACCEPT” button.

This Policy applies to OZIKO, as well as its branches, affiliates, divisions, successors, and their employees, officers, agents and other representatives. 

If you do not accept the terms and conditions of OZIKO's returns and exchanges policy, please do not press the "I ACCEPT THE TERMS FOR RETURNS" button, leave the store and the site, refrain from using OZIKO's services, and do not purchase any of the products offered. 

As you will see, you are responsible to make some very simple checks, to make sure that you will receive the right item you ordered, whether it is for CDs, DVDs, vinyl records, digital files, clothing, or accessories (very important for clothing size, colour etc.).

We devote all our best efforts and, unless when the images are provided by our manufacturers, we use state-of-the-art technology to ensure that what you see online is the product you will receive. However, there may be times when the images or photographs of the items or products you see, or their description, may not be a 100% match with what you will receive (such as, for example, colors, printing and/or appearance). It is therefore possible to encounter certain differences. This is out of our control.

From time to time, we may change manufacturer for some products. In these cases, it is necessary to allow time to process and update our site online. In such cases, some products may not be available temporarily or even discontinued. The appropriate update will be made as soon as possible. 

Important note : Our Returns and Exchanges Policy is subject to change, or may be modified from time to time. In any case, you will be notified of any such changes.   

1- Return and exchanges

It is your responsibility to choose and identify the items you wish to purchase and to make sure you verify your order before completing and submitting it to us. You must pay particular attention to and confirm in your order :

  • the chosen or selected item or product including the catalog number (CDs, vinyl disc, DVD, digital file, clothing, accessories etc.);
  • the size of the garment you want;
  • the color;
  • the desired quantity;
  • if applicable, the other characteristics (if options are offered for various characteristics, as and when applicable);

You must check the product or item you have purchased and make sure it is in good condition as soon as you receive it.

A- General terms and conditions

While we strive to maintain sufficient inventory to meet demand, the products and items we offer for sale are limited in quantity. They may therefore be temporarily unavailable or even discontinued.

In the only applicable cases that would entitle you to return products or items (possible returns and/or exchanges vary depending on the product or item in question, see below), and, if applicable, to be replaced or exchanged with the same product or item, you must comply with the following terms and conditions. Please note that you cannot substitute one product or item for another, only the same product or item can be returned to you, in applicable cases:

  • In applicable cases, you must return the product or item to us within twenty (20) days of the date of shipment of your order (these delays begin as soon as your order leaves our offices or warehouse); AND  
  • you must return the original invoice to us;
  • the product or item must be returned to us in its original packaging;
  • the product or item must be in its original condition with the label still attached to the product or item;
  • the product or item you are returning must not have been used or worn;
  • the product or item you are returning must not have been washed, altered or tampered with; 
  • you are responsible for ensuring that the product or item is returned and received by OZIKO;

IMPORTANT: For your safety and that of our employees, and for health reasons, OZIKO does not accept returns or exchanges and does not offer refunds on jewelry (earrings, rings, necklaces and pendants), underwear, stockings, or leggings.

B- Digital products or files

OZIKO does not offer refunds or returns on products or digital files SAVE AND EXCEPT for reasons below.

Exceptions – details and conditions :

  1. Should a technical problem occur that interrupted, or prevented you from, downloading a digital purchase (with the exception of section 3 below), you must contact us at serviceclient@oziko.com and provide us with the details of the problem. We will then check and, if the download has indeed been interrupted, we will be able to issue and send you a new download link;
  2. If the problem preventing you from downloading your digital purchase comes from our server or our platform, we will check to identify if your transaction has been affected or interrupted, and will contact you to tell you how to proceed;
  3. OZIKO is not responsible, if the problem comes from or takes its source in your device or equipment, or in the event of a breakdown or interruption of your personal Internet service or signal;
  4. Since OZIKO does not manage monetary transactions (these transactions being administered by PayPal and other transactional platforms that we may use), our responsibility is limited to replacing your download, under the conditions and only in the situations described above, no refunds are offered;

C- Musical and audiovisual products (physical)

OZIKO does not offer any refunds, and does not accept any return, nor any exchange, for physical musical, visual, audiovisual or other physical products or items (CDs, vinyl records, DVDs, cassettes or other), SAVE AND EXCEPT for the following exceptions:

Exceptions - details and conditions :

  1. If you demonstrate that the product or item purchased has not been delivered to you;
  2. If you demonstrate AND we confirm that the product or item purchased was broken or damaged to such an extent that it is unusable (damage that prevents viewing or listening of the product or item) and that this damage was caused during the initial delivery;
  3. If it is due to a packaging error, and, therefore, the product or item you received is not the one that appears on your invoice due to such an error attributable to OZIKO;

Where applicable and when permitted, after receiving it and within reasonable delays, given the circumstances, OZIKO will inspect and verify the returned product or item in order to assess whether it is a packaging error attributable to OZIKO, or whether the product or item is indeed broken or damaged to such an extent that it is unusable, and will contact you to inform you of its decision. Although we will do our best to proceed quickly, you must allow a certain amount of time for verification and analysis, and for communication of OZIKO's decision.

In all cases of returns or exchanges, insofar as they are possible and when permitted in accordance with the conditions described in this Policy, you must comply in all respects with section A- General Terms and Conditions.

D- Clothing and accessories

Keep in mind that it is your responsibility to verify and identify the size and color of the garment, that of any clothing and, as the case may be, accessories that you wish to purchase, and that no return, exchange or refund will be accepted or granted by OZIKO for jewelry (earrings, rings, necklaces and pendants), underwear, stockings, or leggings. 

OZIKO does not offer refunds, and does not accept exchanges or returns of clothing, or, if applicable, as the case may be, accessories, due to errors in size or color.

Exceptionally, OZIKO may accept the return of a clothing item, a garment or accessory only in the following cases and under the following conditions:

Exceptions - details and conditions :

  1. If you demonstrate that the product or item purchased has not been delivered to you;
  2. If you demonstrate AND we confirm that the product or item purchased has been broken or damaged to such an extent that it is unusable or cannot be worn and that this damage was caused during the initial delivery;
  3. If it is a packaging error, and, therefore, the product or item you received is not the one that appears on your invoice due to an error attributable to OZIKO;

Where applicable and when permitted, after receiving it and within a reasonable period of time given the circumstances, OZIKO will inspect and verify the returned product or item, in order to assess whether it is an error, or whether the product or item is indeed broken or damaged to such an extent that it is unusable, and will contact you to inform you of its decision. Although we will do our best to proceed quickly, you must allow a certain amount of time for verification and analysis, and for communication of OZIKO's decision.

In all cases of returns or exchanges, insofar as they are possible and when permitted in accordance with the conditions described in this Policy, you must comply in all respects with section A- General Terms and Conditions.

2- Shipping and delivery

In all cases, where permitted or applicable in accordance with this Policy, you are responsible for the costs and charges for shipping and delivery of the products or items you request to be returned or replaced to our offices. These fees and costs are non-refundable. In all such cases, you must ensure that you comply with the delays indicated in section A – General Terms and Conditions, and that we receive your product or item within these deadlines.

We strongly recommend that you use a service that allows tracking and/or tracing of your shipment, and that you consider insurance for the shipment of the product or item you are returning to us. We cannot guarantee the receipt of your shipment.

In cases where your return and replacement requests are accepted and we agree to replace a broken, damaged or defective product or item, following our analysis and verification as described in this Policy, we will ship the replacement product or item as quickly as reasonably possible under the circumstances. In such cases, OZIKO shall be responsible for the fees and costs of shipping such product or replacement item for Canada only.

For any shipment of replacement product or item outside of Canada, you are responsible for the fees and costs thereof. Those fees and costs are not refundable by OZIKO.

You may also have to pay certain customs and excise fees due to the territory, weight or value of the product or replacement item, among other things. OZIKO will not reimburse you for the fees and costs of shipping or delivery of the product or replacement item outside the territory of Canada, nor for customs and excise fees. These are your sole responsibility.

Please note that the delivery time for your product or replacement item may vary depending on your address and location. These delays may also vary during the holiday season, or during health crises, pandemics or other similar situations (COVID-19 etc.). For these reasons, we cannot guarantee specific delivery times for your product or replacement item.

3- Sending of your requests for return or replacement

If you believe that you are entitled to return and request the replacement of a product or item, provided that your requests comply with all of the terms and conditions described in this Policy, please notify us in writing, detailing the product or item subject to your requests (including the catalog number of the product or article), and the reasons for your requests, by email to serviceclient@oziko.com.

AND you must send us the product or item for which you are requesting return and replacement, the details of your request and all the items described in Section A- General terms and conditions, the whole in COMPLIANCE WITH THE TERMS AND CONDITIONS AND TIME LIMITS INDICATED IN THIS POLICY, to be sent to the following address:

OZIKO
a/s Customer Services - returns
990, Atateken Street, Unit # 101
Montreal (Quebec) Canada
H2L 3K5