Refund policy
Returning an Item
We want you to love your Ouchhh Store pieces. If something isn't quite right, you may request a refund or size exchange within 30 days of receiving your order, subject to the conditions below.
- Go to the Returns Portal to start your return.
- We’ll provide a local return address (US, UK, Canada, Australia, or China).
- Return tracking information must be submitted through our Returns Portal within 7 days of return approval. Return requests without tracking information may be cancelled, and any returns shipped after cancellation may not be eligible for refund or exchange.
- Return shipping costs are the responsibility of the customer.
- Customers are responsible for the returned package until it is successfully delivered to the designated return address. If your package is lost/damaged while in transit, dispute this with your courier. Ouchhh Store is unable to process refunds or exchanges for returns lost/damaged in transit. We strongly recommend putting in the correct value for the items, so that you can be compensated for them by your courier if it is lost in transit/damaged.
- If customs duties, taxes, or import fees are incurred when returning an item to our China return facility, these charges are the responsibility of the customer. Returns refused due to unpaid customs charges may not be eligible for refund.
- For hygiene reasons, we reserve the right to reject returns that show signs of wear, makeup stains, perfume, deodorant marks, pet hair, or other conditions that prevent the item from being resold as new.
- Each item is eligible for one return or exchange process. Once an exchange has been completed, the replacement item cannot be returned for sizing-related reasons. This does not affect your rights regarding items that arrive faulty, damaged, or incorrect.
- Allow for 3 - 4 days for us to review your return requests.
- Items purchased as part of a set must be returned together. Individual pieces from a set cannot be returned separately.
Exchanges
- You return the item, and we’ll cover the shipping cost of the replacement.
- If your requested exchange item is out of stock when processing, a refund will be issued instead.
Non-returnable Items
The following items cannot be returned or exchanged:
- Items marked as Final Sale
- Gift cards
- Items marked as non-returnable
- Items that have been worn, washed, altered, damaged after delivery, or returned without original packaging.
Refunds
Once we receive and inspect your return, we’ll issue your refund.
Refunds go back to your original payment method. We do not refund the shipping costs, only the item cost. It may take up to 10 business days for the funds to go back to your account.
The following refunds options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
Haven’t Received Your Refund
- Check your bank or card account.
- Contact your bank or credit card company.
- Still no refund? Contact us.
The item I received is damaged
Please contact us within 30 days of delivery if you receive a faulty, damaged, or incorrect item. Claims submitted after this period may not be eligible for replacement, refund, or store credit.
How do I ship back the items
Refer to the email received after placing the return request. There will be directions on the address details and how to place your tracking ID. You must use tracked shipping, and we’re not responsible for returns we don’t receive.
Price Adjustments
If an item you purchased goes on sale within 10 days of your purchase date, you may request a price adjustment. The price difference will be refunded to your original payment method or provided as store credit.
Price adjustments are available only for the exact same item, color, and size purchased, and are limited to one adjustment per order.
To request a price adjustment, please contact us with your order number.
My question is not addressed
If you have any queries regarding return or refunds, please contact us.