Return Policy

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:

·  The address provided is incorrect or outdated.

·  Recipient is not available.

·  A new or changed address is not provided within 24 hours of the first delivery attempt.

Orders that are returned or rerouted due to an incorrect address will be subject to additional charges depending on the delivery service of the destination country.

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 during transport.

·         The product is defective or expired.

·         The product shipped is incorrect.

Cancellation Policy

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.


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