We guarantee delivery of all products in perfect condition to
the shipping address provided. If you are not completely satisfied with
the quality of your order upon receipt, please contact [email protected] within
48 hours of receiving your order, giving a detailed description of the item,
with photo (s), to request a replacement or an exchange. Due to the
perishable nature of our products, all requests submitted without appropriate
supporting documents will not be considered for reshipment. Ourook reserves the
right to limit replacements.
In the event of non-delivery,
Ourook declines all responsibility in the following cases:
address provided is incorrect or outdated.
is not available.
new or changed address is not provided within 24 hours of the first delivery
that are returned or rerouted due to an incorrect address will be subject to
additional charges depending on the delivery service of the destination
Replacements and Refunds
All requests for replacements
must be submitted within 48 hours of receipt by contacting our customer service
at [email protected]. After
receipt and approval of the request, the replaced item (s) will be shipped
within 2-5 working days. If replacement is not possible, the item (s) will
be refunded to the original payment method. Refunds can take 7-10 business
days to appear on your account. In order for a replacement or refund to be
made, one of the following conditions must be met:
The product has been damaged
The product is defective or
The product shipped is incorrect.
Cancellation should be made within 24hrs and we will refund or
re-credit your debit or credit card with the full amount within 7-10 working
days and you must notify Ourook if you decide to cancel your order, preferably
by phone or email. Failure to notify Ourook, it will be non-refundable.
However, in the unlikely event of an item on your order being
unavailable, we will contact you on the phone number provided to us at the time
of placing the order and inform you of such unavailability. In such an event
you will be entitled to cancel the entire order and shall be entitled to a
refund in accordance with our refund policy.