Effective October 14, 2026; clarified October 15, 2026. This policy applies to new orders when disclosed before payment. It does not change terms already agreed for an accepted order.

A website request is not a paid order. We confirm the product, availability, final quote, shipping and order terms with you before payment.

Try a paid sample first

Want to try it first? Choose paid samples. Availability, price and shipping confirmed first.

Samples let you check an available product before committing to a batch. We confirm the exact product and sample format with you. A sample of an existing formula is not approval of a new custom formula.

Taste and change of mind

White label, custom and branded batches, dietary supplements, creams and paid samples are final sale for a change of mind or personal taste, texture or scent preferences. This is OSM’s sales policy, not a claim that the law prohibits refunds.

There is no automatic preference return. Please contact us before sending anything back.

If we agree to a preference return

Any exception must be agreed by OSM in writing. Items must be unopened and unused, with their original seals and packaging intact. We will give you the return address, exact conditions and refund amount before you send them.

You pay return shipping for this voluntary exception. Original outbound shipping is not refunded. Any refund covers only the authorized units returned under the agreed conditions. Do not return other units or send a package without our instructions.

Example: If you open one jar from a 10-jar order and dislike the taste, that opened jar is not eligible for a preference return. If OSM approves an exception in writing, the other nine unused jars with their original seals intact can be considered. You pay return postage. A refund covers only the approved jars returned under the agreed conditions. This example does not limit claims for faulty or incorrect products or your legal rights.

Damaged, incorrect or faulty orders

The preference policy does not exclude damaged, incorrect, defective, unsafe, missing or not-as-described orders, or rights you have under applicable law.

Contact sales@osm.gg promptly. Share your order or request reference, the affected quantity, the lot number if available and photos if possible. Missing photos or an opened seal do not automatically prevent a valid claim.

We will arrange a refund, replacement or other remedy as appropriate and required by law. OSM covers reasonable return shipping when the problem is our error or a product defect. Stop using any product you believe is unsafe. Do not ship an unsafe product back unless we give you safe return instructions.

Canceling an order

Ask us promptly if you need to cancel, preferably before work starts or the order ships. A request form alone does not create a paid order.

Any authorized custom work or materials costs that may apply to cancellation must be explained in your written quote before payment. We will explain the status of your order and any agreed costs when you contact us. This page does not add a cancellation fee or make a deposit automatically nonrefundable.

Shipping delays and missing deliveries

If we cannot ship by the promised date, we will explain the delay and offer the delay consent or cancellation and refund options required by applicable law. Contact us about a missing delivery so we can investigate. Final-sale terms do not override your rights for a delayed or undelivered order.

How refunds are paid

Refunds are sent to the original payment method promptly and within the time required by applicable law. A voluntary return inspection does not delay a legally required refund. Your payment provider may need additional time to display it.

Questions before you pay?

Email sales@osm.gg. We will explain the sample options, order terms or return steps. Nothing in this policy removes rights or duties that cannot lawfully be excluded. Read our site terms for the design and request process.