Refunds and Disputes

Understanding Our Refund and Dispute Resolution Process

At Ouenze.com, we strive to ensure your satisfaction with every purchase. In the event that you need to request a refund or resolve a dispute, here’s what you need to know about our process.

Refund Policy

1. Eligibility:
   • You may be eligible for a refund if:
     • The item received is faulty, damaged, or significantly different from the description.
     • You change your mind within the allowed return period (if applicable).
     • The order is canceled before it is processed or shipped.
2. Requesting a Refund:
   • Contact our customer service team at [email protected] or call [customer service phone number] to initiate a refund request.
   • Provide your order number, reason for the refund request, and any supporting documentation such as photos (if applicable).
3. Refund Process:
   • Once your request is received, our team will review it and notify you of the approval or rejection of your refund.
   • If approved, your refund will be processed to the original payment method within 5-7 business days.
4. Refund Exceptions:
   • Certain items may not be eligible for a refund, such as personalized or custom-made products unless they are faulty or not as described.
   • Shipping charges are typically non-refundable unless the return is due to an error on our part.

Dispute Resolution

1. Contact Customer Service:
   • If you have a dispute regarding your order, such as an unauthorized charge or an item not received, contact our customer service team promptly.
   • Provide detailed information about the issue, including any relevant order numbers or transaction details.
2. Investigation and Resolution:
   • Our team will investigate the dispute and work to resolve it promptly and fairly.
   • We may request additional information or documentation to assist in the investigation.
3. Communication:
   • We will keep you informed throughout the resolution process and notify you of the outcome.

Chargebacks

1. Understanding Chargebacks:
   • A chargeback is initiated directly with your credit card issuer or bank and is used as a last resort for disputing a transaction.
   • Chargebacks should only be used after attempting to resolve the issue directly with us.
2. Chargeback Process:
   • If you initiate a chargeback without contacting us first, it may delay the resolution process and incur additional fees or penalties.
   • We encourage open communication to resolve disputes efficiently and avoid unnecessary chargebacks.

Need Assistance?

If you have any questions or need further assistance regarding refunds, disputes, or chargebacks, please contact our customer service team at [email protected] or call [customer service phone number]. We’re here to help ensure your experience with Ouenze.com is positive and satisfactory.

Our Commitment

At Ouenze.com, we are committed to providing fair and transparent policies for refunds and dispute resolution. Our goal is to address any issues promptly and fairly, ensuring your trust and satisfaction as a valued customer.

Thank you for choosing Ouenze.com! We appreciate your business and look forward to assisting you with any refund or dispute needs.