Last updated: 7 April 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 is in its original packaging and in unused, resalable condition.

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 of any defects or issues

Once your return is approved, we will provide you with return instructions. Do not send items back without prior authorization.

3. Return Shipping Costs & Address

Customers are responsible for covering return shipping costs. These costs are non-refundable.

A trackable shipping service must be used to ensure proof of delivery.

All returns must be sent to our head office or warehouse in the United Kingdom.

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to your original payment method within 5-10 business days.

If your refund is late, please check with your bank before contacting us.

5. Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect, you are eligible for a 100% money-back guarantee or a replacement item at no additional cost. Please report the issue within 7 days of receiving your order with clear photos or videos as proof.

6. Exclusions & Non-Refundable Situations

We cannot process refunds or returns if:

The item was returned without prior authorization.

The shipping address provided at checkout was incorrect.

The package was refused or undeliverable due to unavailability.

The order is still in transit and has not experienced significant delays.

The product has surface-level damage from transit that does not affect its functionality or performance.

Customs fees or duties were not paid, causing a return-to-sender situation.

7. Contact Information

For any questions regarding these Terms, please contact us:

Email: hello@ouvra.store
Address: Swan Buildings, 20 Swan Street, Manchester M4 5JW