Refund policy

This policy explains how returns, exchanges, store credit and refunds work for orders placed at o3-performance.com.

Returns are offered primarily through exchange or store credit. Refunds are provided where required by applicable consumer law. Nothing in this policy limits any right you have under mandatory consumer law.

1. Contact

For all returns, exchanges, store credit, refunds, withdrawals, cancellations and faulty, damaged or incorrect items, contact returns@o3-performance.com. Please include your order number.

2. Which rules apply to your order

The rules depend on the country of the delivery address for your order:

  1. Switzerland, the United States and all other delivery countries not listed below: section 3 (O3 returns).
  2. European Union and EEA (all EU member states, Iceland, Liechtenstein and Norway): section 4 (statutory right of withdrawal). You may choose the options in section 3 instead if you prefer.
  3. United Kingdom: section 5 (statutory right to cancel). You may choose the options in section 3 instead if you prefer.
  4. Faulty, damaged or incorrect items, in every country: section 7.

3. O3 returns (Switzerland and other countries outside the EU, EEA and UK)

3.1 You can request a return within 14 days of delivery by emailing returns@o3-performance.com.

3.2 You can choose one of the following:

  • Exchange for another size or colour of the same product, subject to availability.
  • Store credit for the price you paid for the returned item.

3.3 O3 does not provide refunds to the original payment method for change-of-mind returns under this section, unless mandatory law in your country requires a refund.

3.4 Returned items must be:

  • unworn, except for trying them on
  • unwashed
  • free from marks, odours, make-up, deodorant or other signs of use
  • returned with the original tags attached and any original packaging supplied with the item

3.5 After we approve your request, we will send you return instructions and the return address. Please send the item within 14 days of receiving our instructions. We recommend a tracked service.

3.6 You pay the cost of returning the item. Original delivery charges are not refunded under this section.

3.7 We will process your exchange or store credit after receiving and inspecting the item, normally within 5 business days of receipt. If an item does not meet the conditions in 3.4, we will contact you. We may then return the item to you at your cost.

3.8 For exchanges:

  • If the new item costs more, you pay the difference before we send it.
  • If it costs less, we issue the difference as store credit.

4. Right of withdrawal (European Union and EEA)

4.1 Your right. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If you ordered several items that are delivered separately, the period expires 14 days after you receive the last item.

This right applies to all products currently sold by O3.

4.2 How to withdraw. You must inform us of your decision by a clear statement. You can do this in either of these ways:

You may use the model withdrawal form in 4.8, but you do not have to. To meet the deadline, it is sufficient to send your statement before the withdrawal period has expired. We will confirm receipt of your withdrawal by email without undue delay.

4.3 Refund. If you withdraw, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after the day we are informed of your decision.

  • We do not reimburse supplementary costs if you chose a delivery method more expensive than our least expensive standard delivery.
  • We will use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise.
  • You will not incur any fees for the reimbursement.
  • We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

4.4 Returning the goods. You must send the goods back without undue delay and no later than 14 days after the day you inform us of your withdrawal. You meet this deadline if you send the goods before the 14 days have expired.

Send them to the return address stated in our confirmation email. If no return address is stated, use the postal address shown in the model withdrawal form in 4.8.

4.5 Return costs. You bear the direct cost of returning the goods.

4.6 Handling. You may handle the goods as you would in a shop, including trying them on, to establish their nature, characteristics and fit. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary for that purpose.

4.7 Exchange or store credit. If you prefer an exchange or store credit instead of a refund, tell us when you withdraw. These options are entirely voluntary and never replace your right to a refund unless you expressly choose them.

4.8 Model withdrawal form. Complete and return this form only if you wish to withdraw from the contract.

To: O3, Friedenstrasse 4A, 8192 Glattfelden, Zurich, Switzerland, returns@o3-performance.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

5. Right to cancel (United Kingdom)

5.1 You have the right to cancel your order within 14 days after the day you receive the goods, without giving any reason.

5.2 To cancel, send a clear statement to returns@o3-performance.com before the cancellation period ends. You may use the model form in section 4.8, but you do not have to. We will confirm receipt by email.

5.3 You must return the goods no later than 14 days after the day you tell us you are cancelling. We will send you the return address. You bear the direct cost of returning the goods.

5.4 We will refund the price of the goods and the cost of standard delivery within 14 days after the day we receive the goods back or you provide evidence that you have sent them, whichever is earlier.

  • We use the same payment method you used, unless you agree otherwise.
  • We do not refund any extra amount you paid for a delivery method more expensive than our standard delivery.

5.5 We may reduce the refund to reflect any reduction in the value of the goods caused by handling them more than was necessary to establish their nature, characteristics and fit.

5.6 An exchange or store credit is available instead of a refund only if you expressly choose it.

6. Store credit

6.1 Store credit is issued in the currency of your original order and linked to the email address or customer account used for the order.

6.2 Store credit can be used on o3-performance.com, does not expire, and cannot be exchanged for cash unless the law requires it.

6.3 Where you have a legal right to a refund, O3 issues store credit instead only if you expressly choose store credit.

7. Faulty, damaged or incorrect items

7.1 If an item is faulty, damaged, not as described or not what you ordered, email returns@o3-performance.com with:

  • your order number
  • a short description
  • photographs where possible

Please tell us as soon as you notice the problem. This request does not shorten any legal time limit.

7.2 O3 pays the reasonable cost of returning faulty, damaged or incorrect items. We will send you a prepaid return label or reimburse your reasonable return costs.

7.3 European Union and EEA. You benefit from the legal guarantee of conformity for at least 2 years from delivery. Some countries provide a longer period.

  • The first remedies are free repair or free replacement.
  • Where these are impossible, disproportionate, not carried out within a reasonable time, or where the defect is serious, you are entitled to a price reduction or a full refund.
  • A defect that becomes apparent within 1 year of delivery (2 years in some countries) is presumed to have existed at delivery.

7.4 United Kingdom. Your rights under the Consumer Rights Act 2015 apply.

  • Within 30 days of delivery, you can reject faulty goods for a full refund.
  • After that, or if you prefer, you can ask for a repair or replacement. If that is not possible or is unsuccessful, you are entitled to a price reduction or a refund.
  • You can bring a claim up to 6 years after delivery (5 years in Scotland).

7.5 Switzerland and all other countries. O3 is liable for defects for 2 years from delivery. O3 will repair or replace the item. If that is not possible or not successful, O3 will refund the price or reduce it. Where mandatory law in your country gives you further rights, those rights apply.

7.6 Normal wear, damage caused by care contrary to the care label, and accidental damage after delivery are not defects.

8. Refunds

8.1 Refunds are made to the original payment method without any fee. Your bank or payment provider may need a few additional days to display the refund.

8.2 Import duties, taxes and fees that you paid directly to a carrier or customs authority were not received by O3 and cannot be refunded by O3. You may be able to reclaim them from the carrier or customs authority.

9. Refused or uncollected parcels

Refusing a delivery or not collecting a parcel is not automatically a withdrawal or cancellation. How these parcels are handled is explained in section 13 of our Shipping Policy. Your statutory rights under sections 4 and 5 are not affected.

10. Your statutory rights

If any part of this policy conflicts with a mandatory consumer right that applies to your order, the mandatory right prevails.

Last updated: 26 September 2026