Legal

At OUENZE.COM, we want you to be completely satisfied with your purchases. If something isn’t right, our Refund and Returns Policy is designed to make the process easy and transparent.

Returns

Eligibility for Returns

• Return Period: Items are eligible for return within 14 days of receiving your order.
• Condition of Item: Items must be unused, in original packaging, and with all original tags or labels.
• Non-Returnable Items: Certain products, such as perishable goods, custom-made items, and personal care items, are non-returnable.

How to Return an Item

1. Initiate Return: Contact our Customer Support team via email at [email protected] or call +243 000 000 000 to initiate a return.
2. Return Label: We’ll provide a return label and instructions on how to send back your item.
3. Return Confirmation: Once we receive the item, we’ll inspect it and notify you of the approval or rejection of your return.

Refunds

Refund Process

• Approved Returns: For approved returns, a refund will be processed within 7-10 business days of receiving the returned item.
• Original Payment Method: Refunds are made to the original payment method used at the time of purchase.
• Partial Refunds: If the item shows signs of use or missing components, a partial refund may be issued at our discretion.

Non-Refundable Fees
Shipping fees and handling charges are non-refundable unless the return is due to an error on our part.

Exchanges

If you need to exchange an item for a different size or color, please contact us. We will work with you to ensure a smooth exchange process.

Need Assistance?

For any questions regarding returns, refunds, or exchanges, please reach out to our Customer Support team. We’re here to help and ensure you’re satisfied with your OUENZE.COM experience.

Thank you for shopping with us!