Je souhaite retourner ma commande

At OUENZE.COM, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return it following the guidelines outlined below.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• Unused and Unopened: Items must be in their original condition, unused, and in the original packaging.
• Time Frame: Returns must be initiated within 30 days from the date of delivery.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.

2. How to Initiate a Return

If you would like to return your order, please follow these steps:

Step 1: Contact Customer Support

• Reach out to our customer support team at [email protected] to request a return authorization. Please include the following information:
• Your order number
• Item(s) you wish to return
• Reason for the return

Step 2: Receive Return Instructions

• Once your return request is approved, you will receive detailed instructions on how to return your item, including:
• Return shipping address
• Any specific packaging requirements

Step 3: Prepare Your Package

• Pack the item securely in its original packaging.
• Include all accessories, manuals, and any free gifts that came with the order.
• Attach the return label (if provided) and ensure it is visible on the outside of the package.

Step 4: Ship the Package

• Ship your return package to the address provided in the return instructions. We recommend using a trackable shipping service or purchasing shipping insurance for high-value items, as we cannot guarantee receipt of your returned item.

3. Refund Process

Once we receive and inspect your returned item, we will process your refund. You will receive an email notification once your return has been processed. Refunds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear on your account.

4. Non-Returnable Items

Certain items are non-returnable, including:

• Gift cards
• Downloadable software products
• Personal care items (e.g., opened cosmetics)

If you have any questions about whether an item is returnable, please contact our customer support team.

5. Exchange Policy

If you wish to exchange an item for a different size or color, please follow the return process above and indicate that you would like to exchange your item. Once we process your return, you can place a new order for the desired item.

6. Additional Questions

If you have any further questions about returning your order, please feel free to contact our customer support team at [email protected] or call +243 900…. We are here to help!