Refund and Returns Policy

We want you to love your OUENZE purchases! That’s why we offer a 30-day return window for most items. Here’s a breakdown of our policy:

What can be returned?

• Most unused and unworn items in their original packaging can be returned within 30 days of purchase.
• Exceptions include:
  
  • Perishables (food, flowers)
  • Intimate or sanitary goods
  • Hazardous materials, flammables
  • Gift cards
  • Some health & personal care items (listed on product page)

What condition should the item be in?

• Items should be in their original packaging, with tags attached.
• Unused and unworn, with no signs of wear or damage.

How to initiate a return?

1. Contact OUENZE customer service via email [email protected]. We’ll provide a Return Merchandise Authorization (RMA) number and return instructions.
2. Pack your item securely in the original packaging (if available).
3. Include the RMA slip with the returned item.
4. Ship the package to the address provided with the RMA.

Return Shipping:

• You are responsible for return shipping costs. Consider using a tracked service for valuable items.

Exchanges:

We offer exchanges for defective or damaged items only. For an exchange, follow the return process and mention the desired replacement in your email.

Refunds:

• Once your return is received and inspected (usually within 3 business days), you’ll receive notification by email.
• Approved refunds will be issued to the original payment method within 3 business days.
• Original shipping costs will not be refunded.
• Late or missing refunds? Contact us after 2 business days if you haven’t received your refund. We’ll be happy to help!

Gifts:

• Gifts shipped directly to the recipient will be refunded as store credit.
• Gifts purchased by someone else will be refunded to the original purchaser.

Need Help?

Our friendly customer service team is here to answer your questions! Contact us at [email protected].