Exchange of Products Policy


Ouish Exchange Products Policy

Effective Date: January 18, 2025

1. Purpose

This policy outlines the guidelines and procedures for the exchange of products sold through Ouish. We are committed to ensuring a seamless and efficient experience for our customers by providing clear expectations regarding the exchange process.

2. Eligibility for Exchange

To be eligible for an exchange, the following criteria must be met:

  • Timeframe: Exchanges must be requested within 30 days from the date of purchase.
  • Condition of Product: The item must be unused, in its original condition, and in the original packaging (if applicable).
  • Proof of Purchase: A valid receipt, order number, or proof of purchase is required to process the exchange.
  • Product Type: Certain items may not be eligible for exchange, including, but not limited to, personal care products, digital downloads, or customized products. Please refer to the specific product listing for details.

3. Exchange Process

To initiate an exchange, customers must follow these steps:

  1. Contact Ouish Support: Reach out to our customer service team via support@ouish.co.uk or call +447440683408 with your order number, a brief description of the issue, and the product(s) you wish to exchange.
  2. Provide Necessary Documentation: Submit proof of purchase and any images or additional information requested to validate the exchange claim.
  3. Return Instructions: Once your request is approved, Ouish will provide instructions for returning the product. Return shipping costs may be covered by Ouish depending on the reason for exchange, such as defective or incorrect items.
  4. Inspection: Upon receiving the returned product, Ouish will inspect it to verify the condition and eligibility for exchange.
  5. Exchange Processed: If the exchange is approved, Ouish will send the replacement item to the provided shipping address. If a replacement is not available, a store credit or refund may be offered.

4. Exceptions and Non-Exchangeable Items

The following items are not eligible for exchange:

  • Final Sale Items: Products marked as "Final Sale" are not eligible for return or exchange.
  • Custom or Personalized Items: Any item made to order or customized with personal details (e.g., engraved, embroidered, etc.) cannot be exchanged unless defective.
  • Opened or Used Products: Items that have been opened or used, especially for hygiene or safety reasons, cannot be exchanged unless they are defective.

5. Defective or Damaged Products

If a product is defective or damaged upon arrival, Ouish will cover return shipping costs and offer a full exchange or refund. To initiate this process, customers must:

  • Report the issue within 7 days of receiving the product.
  • Provide photographic evidence of the damage or defect along with a description.

6. Refund Policy

In cases where an exchange is not possible, customers may opt for a refund. Refunds will be processed based on the payment method used for the original purchase, and may take 5-7 business days to reflect in the account.

7. Return Shipping Costs

  • Faulty or Incorrect Items: Ouish will cover the return shipping costs.
  • Customer-Initiated Exchanges: If the customer decides to exchange a product for any reason other than defects or errors, they will be responsible for return shipping fees.

8. Store Credit

In cases where an exchange is not possible, or the customer prefers an alternative to a refund, store credit may be issued. Store credit will be valid for 12 months from the date of issuance and can be used towards any future purchases on Ouish.

9. Changes to Policy

Ouish reserves the right to update or modify this Exchange Products Policy at any time. Any changes will be communicated to customers through our website or via email. The most recent version of the policy will be available on the Ouish website.

Contact Us:

Our customer service is available to assist you from Monday to Saturday, 9:00 AM to 6:00 PM.

For any questions or concerns regarding this policy, please reach out to us:

  • Company Name: Ouish
  • Email: support@ouish.co.uk
  • Phone: +447440683408
  • Address: 21 Ladbroke Crescent, London, W11 1PS, United Kingdom