Refund policy

We stand fully behind the quality of every piece we make. All of our products are carefully inspected before shipment. If anything ever arrives defective or not as described, we will make it right — at no cost to you.

30-Day Quality Claim Window

You have 30 days from the date of delivery to report a quality issue.

COVERED — Quality Issues

  • Item arrives defective or damaged

  • Wrong item received

  • Item significantly different from description

NOT COVERED — Change of Mind

  • Ordered wrong size or colour

  • No longer want the item

  • Personal preference

Please note: As all orders are shipped directly from our production facility, we are unable to accept physical returns. For approved quality claims, we will resend your item free of charge.

How to Submit a Quality Claim

Please act quickly — claims must be submitted within 30 days of delivery.

  1. Step 1 — Inspect your order upon arrival Check your item carefully as soon as it arrives. Do not discard the original packaging.

  2. Step 2 — Take clear photos or video Capture the defect, damage, or incorrect item clearly. Photos and video are required to process your claim.

  3. Step 3 — Email us within 30 days Send your order number, a description of the issue, and your photos/video to support@ouraabaya.com. We typically respond within 1–2 business days.

Non-Returnable Items

The following cannot be returned under any circumstances:

  • Custom or personalised items — special orders made to your specifications

  • Personal care goods — for hygiene reasons

  • Sale items — all discounted items are final sale

  • Gift cards — non-refundable

If you are unsure whether your item qualifies, please contact us before placing your order.

Order Cancellations

Important order notes

  • Once shipped: Orders that have already been dispatched cannot be cancelled. Please contact us as early as possible if you need to make changes.

  • Pre-orders & out-of-stock: Pre-order and out-of-stock items will experience delayed shipment as indicated on the product page.

Refund Processing

What happens after we approve your claim

  1. Review We evaluate your submitted photos and evidence within 1–2 business days and notify you of the outcome by email. Most cases are resolved within 5–7 business days of your claim submission.

  2. Approved — Your Resolution Options For confirmed quality issues, we offer the following resolutions — your choice:

    • Free Resend: We reship your item at no cost to you.

    • Store Credit: Issued to your account instantly and usable immediately on any future order.

  3. Bank processing time Please allow additional time for your bank or credit card provider to process and post the refund. If more than 10 business days have passed since approval and you have not received your store credit or resend confirmation, please contact us.

We're always improving

Our current policy reflects our operational stage as we ship directly from our production facility. As we grow, we are committed to continuously improving our service — including expanding return and exchange options. Thank you for being part of our journey.

Questions about a return or your order? support@ouraabaya.com We respond within 1–2 business days Claim window: 30 days from delivery date