Refund policy

We at Ouro deeply value our customers and strive to provide quality products. As part of our commitment to maintaining fair business practices, we operate under a strict no-refund policy. Once a purchase is made, we do not offer refunds except in cases of receiving a defective or damaged product. In such cases, we encourage customers to promptly contact our customer service team within 30 days of receipt for assistance. While refunds are not typical, we may consider exchanges or issue store credit, subject to the product meeting specific eligibility criteria. We appreciate your understanding and cooperation in adhering to our policy.

To start a return on a damaged product, you can contact us at
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (including food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you receive the item you want is to return the product you currently have. Once the return is accepted, you may place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be returned in the same condition in which it was received, unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

Refunds

We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your refund was approved, please contact us.