Refund policy
RETURN POLICY
We truly hope that you are satisfied with your purchase. However, if for any reason you change your mind, we are happy to exchange your product or refund the purchase price.
We offer our customers the right to return or exchange products within 14 days of receiving the order, in accordance with EU consumer protection laws.
RETURN CONDITIONS
To be eligible for a return, the product must be in the same condition as received – unused, in its original packaging, with all tags attached. A receipt or proof of purchase must be provided with the return.
📌 The customer is responsible for return shipping costs.
HOW TO MAKE A RETURN
To initiate a return, please contact our customer service by email at contact@ouragency.team and provide the following details:
- Order number
- Items to be returned
If your return is accepted, we will send you detailed instructions on how to proceed.
📌 Note: Returns that have not been first reported to customer service will not be accepted.
📩 Questions about returns? Contact us at: contact@ouragency.team
DAMAGED OR DEFECTIVE ITEMS
Please inspect your order immediately upon arrival. If the product is defective, damaged, or incorrect, contact us as soon as possible so we can evaluate the issue and provide a solution.
EXCHANGES
The fastest way to exchange an item is to return the original item and place a new order after the return has been accepted.
EU 14-DAY RIGHT OF WITHDRAWAL
If your order is being delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The product must be unused, in its original packaging, and with all tags attached, and a proof of purchase must be provided.
📌 The customer is responsible for return shipping costs.
REFUNDS
We will notify you once we have received and inspected your return. If the refund is approved, the amount will be refunded to your original payment method within 10 business days.
📌 Note: Banks and credit card companies may take additional time to process and post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@ouragency.team.
