Returns & Refunds

Love it, or return it (within 30 days).

We want you to be completely happy with your OSO gear. If the vibe isn't right, or you prefer a different color, we’ve made the return process simple and transparent.

A. Return Window

You have 30 days from the date of delivery to request a return or exchange.

If 30 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.

B. Eligibility: The "Carpet Test"

To be eligible for a full refund, your item must be in brand new, unused condition.

Luggage: We recommend testing your suitcase on a carpeted area to check the size and features.

The Rule: Once the wheels hit the pavement or the bag is used for travel, it is considered "used" and cannot be returned (unless there is a manufacturing defect covered by our Warranty).

Packaging: Items must be returned with all original tags attached and inside the original shipping box. (Please do not throw away the box until you are sure you want to keep the luggage!).

C. Return Shipping Costs

For Refunds: A flat return shipping fee of $15 per return request (USD) will be deducted from your final refund amount to help cover the cost of the return label.

For Exchanges: Return shipping is FREE! If you want to swap your bag for a different color or size, we will cover the cost of the return label.

Defective Items: If you received a damaged or incorrect item, return shipping is 100% on us.

D. How to Start a Return

1. Email us at service@osoluggage.com with your Order Number and reason for return.
2. Our team will approve the request and send you a prepaid shipping label via email.
3. Pack the item securely in its original box, stick the label on, and drop it off at the designated carrier (UPS/FedEx).

E. Refunds Processing

Once your return is received and inspected at our warehouse (usually within 3-5 business days of receipt), we will send you an email to notify you of the approval or rejection of your refund.

Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

Note: Shipping costs paid on the original order are non-refundable.

F. Non-Returnable Items

The following items are Final Sale and cannot be returned or exchanged:

• Gift Cards.
• Personalized items (including monogrammed tags).
• Items marked as "Final Sale" or "Clearance" at the time of purchase.

G. Late or Missing Refunds

If you haven’t received a refund yet:

• Check your bank account again.
• Contact your credit card company (it may take some time before your refund is officially posted).
• If you’ve done all of this and still have not received your refund yet, please contact us at service@osoluggage.com.