Last updated: 15 August 2025
We strive to provide high-quality products and excellent customer service. If you're not fully satisfied with your purchase, you may be eligible for a return. Please read the details below to understand our return and refund process.
1. Eligibility for Returns
You may return your item for a full refund if:
The return is requested within a reasonable period from the date of delivery.
The item must be unused, in its original packaging, in resalable condition, and free from any wear, marks, or damage.
You contact us first to obtain return approval before sending the item back.
2. How to Initiate a Return
To start a return, please contact our support team at hello@ouvra.store with:
Your order number
A brief explanation of the reason for return
(If applicable) Photos or videos showing any defects or issues
Once approved, we will provide return instructions. Do not send items back without prior authorization.
3. Return Shipping Costs
Customers are responsible for return shipping costs, which are non-refundable.
Customers must use a trackable shipping service to ensure safe delivery.
4. Return Timeframe & Restocking Fees
All returns must be approved in advance and sent back within 14 days of receiving return authorisation (RMA).
A 10% restocking/handling fee will be deducted from all non-faulty returns to cover inspection, repackaging, and administration.
5. Refund Process
After we receive and inspect your return, we’ll notify you of the approval or rejection.
If approved, your refund will be issued to your original payment method within 5–10 business days.
If your refund is delayed, please check with your bank before contacting us.
6. Defective, Damaged, or Incorrect Items
If your item arrives damaged, defective, or incorrect, you're eligible for a full refund or a free replacement.
Please contact us within a few days of delivery with clear photo or video evidence.
7. Exclusions & Non-Refundable Situations
We cannot process returns or refunds if:
Items are returned without prior approval
The shipping address provided was incorrect
The package was undeliverable due to unavailability or refusal
The reason for return is based solely on product presentation or packaging, where it does not affect the product’s function or described use
The order is still in transit and not significantly delayed
Customs duties or import fees were unpaid and the item was returned
8. Contact Information
For any questions regarding these Terms, please contact us:
Email: hello@ouvra.store
Address: First Floor, Swan Buildings, 20 Swan Street, Manchester M4 5JW
