Refund policy

We want you to be happy with what you ordered. If something is not right, here is exactly how returns, cancellations and refunds work at Ouzala.

Contact Information

Store name: Ouzala
Operated by: Outfinity Advertising
Email: support@ouzala.com
Phone: +1 (226) 783-2243
Business address: 137 Glasgow St., Suite 210, Kitchener, ON N2G 4X8, Canada
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM ET

We reply to every message within 24 business hours.

Return Period

You have 30 days from the date your order is delivered to request a return. Requests made after 30 days cannot be accepted.

To be eligible, the item must be unused, unworn and in the same condition you received it, with all original tags and packaging intact.

Order Cancellation Period

The order cancellation period runs from the moment you place your order until it is dispatched, normally within 24 hours. You may cancel free of charge at any time during that cancellation period.

Email support@ouzala.com with your order number and we will cancel the order and issue a full refund to your original payment method. Once an order has shipped it can no longer be cancelled, but you can still return it under the 30-day return period above.

Return Procedure

The return procedure is as follows. Do not send anything back before contacting us: items returned without an approved return request cannot be processed or refunded.

Email support@ouzala.com within 30 days of delivery with your order number and the item you want to return.
Tell us the reason for the return. If the item arrived damaged or incorrect, attach clear photos.
We reply within 24 business hours with written approval and the correct return address. Because orders are fulfilled through international warehouses, the return address is not always our business address.
Pack the item in its original packaging and ship it back using a tracked service.
Send us the tracking number so we can watch for its arrival.

Return Shipping Costs

If the item is damaged, defective or not what you ordered, we pay the full cost of return shipping and there is no restocking fee.

If you are returning an item because you changed your mind, the return shipping cost is yours. We recommend a tracked service, as we cannot refund a parcel that does not reach the warehouse. There is no restocking fee on change-of-mind returns.

Refund Method

The refund method is always the original payment method used at checkout: the same credit card, debit card, PayPal account or wallet. We do not issue refunds as store credit, gift cards or cash unless you specifically ask for store credit instead.

Refunds cover the full price of the returned item. Original shipping charges, where any were paid, are not refunded on change-of-mind returns.

Refund Processing Time

Our refund processing time is 5 to 10 business days. The refund processing time is measured from the day we confirm your return has passed inspection.

The full timeline is:

Warehouse inspection after your parcel arrives: 2 to 3 business days
Refund processing time once approved: 5 to 10 business days
Your bank or card issuer posting the money to your statement: a further 3 to 5 business days

If more than 15 business days have passed since we confirmed your refund and you still cannot see it, contact us and we will chase it.

Damaged Goods, Defective Goods and Incorrect Items

Damaged goods are always our responsibility. If any item arrives damaged in transit, defective, faulty, or is not the item you ordered, we replace or refund it in full at no cost to you.

Please inspect your order as soon as it arrives. Report damaged goods or defective goods by emailing support@ouzala.com within 7 days of delivery with your order number and photographs of the item and its packaging.

We will send a free replacement or issue a full refund, including all shipping costs. You will never be asked to pay return shipping on damaged goods or defective goods, and in many cases we will not ask you to send the item back at all.

Exchanges

The fastest way to get a different size, colour or product is to return the original item for a refund and place a new order once your return is approved. This stops the item you want selling out while your return is in transit.

If you would prefer a direct exchange, email us and we will arrange it where stock allows.

Non-Returnable Items

The following cannot be returned:

Items marked as final sale or clearance
Gift cards
Personalised or made-to-order items
Intimates, earrings and other items that cannot be resold for hygiene reasons
Items returned without prior approval, or outside the 30-day window

This list does not affect your rights if an item arrives damaged, defective or incorrect.

Your Consumer Rights

Nothing in this policy limits the rights you have under applicable consumer protection law, including the Ontario Consumer Protection Act and equivalent laws in your country of residence. If local law gives you a longer return window or a stronger remedy than this policy, that law applies.