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, email our support team at hello@ouvra.store with:

Your order number

A brief explanation for the return reason

(If applicable) Photos or videos showing any defects or issues

Once approved, return instructions will be provided. Do not send items back without prior authorization.

3. Return Shipping Costs

Customers are responsible for return shipping costs, which are non‑refundable.

You must use a trackable shipping service to ensure safe delivery.

4. Refund Process

After we receive and inspect the returned item, 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.

5. Defective, Damaged, or Incorrect Items

If the 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, including clear photo or video evidence.

6. Exclusions & Non‑Refundable Situations

Returns/refunds are not processed if:

Items are returned without prior approval

The wrong shipping address was provided

The package was undeliverable due to unavailability or refusal

The order is still in transit and not significantly delayed

Customs duties or import fees were unpaid and the item was returned

7. Contact Information

For questions regarding these Terms, contact us at:
Email: hello@ouvra.store
Address: Swan Buildings, 20 Swan Street, Manchester, England, M4 5JW