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At Ouff, we are committed to providing our customers with high-quality beauty products and an exceptional shopping experience. To ensure your satisfaction, we have created a clear and transparent Trade and Return Policy that applies to purchases made in the UAE and Europe.
We understand that sometimes you may change your mind or receive a product that doesn’t meet your expectations. Please review the conditions below for returning or exchanging items purchased through Ouff.
a. Return Eligibility:
For the safety and hygiene of our customers, the following products cannot be returned or exchanged:
In the unlikely event that you receive a defective or damaged product, we are happy to assist with a replacement or refund.
To request a return, exchange, or refund, please follow the steps below:
Refunds will be issued to the original payment method used at the time of purchase:
If you wish to exchange a product for another item:
For any queries regarding our Trade and Return Policy, please reach out to us:
UAE orders
European orders
Thank you for choosing Ouff. We look forward to continuing to offer you the best in beauty!
We offer a 14-day return policy for all unopened and unused beauty products in their original packaging. For hygiene reasons, opened or used products cannot be returned unless the item is defective. Please ensure returns are made within 14 days of purchase, and the product is returned to the region from which it was shipped (Emirates or Europe).
For hygiene reasons, we cannot accept returns of opened or used beauty products. However, if the product is defective or damaged, please contact us within 48 hours of receiving your order. We’ll arrange a replacement or refund for you. Ensure that the return is directed to the region from which your product was shipped (Emirates or Europe).
To initiate a return, please contact our customer service team at [insert email/phone number] with your order number and reason for the return. Products must be returned to the region from which they were originally shipped:
Our team will provide return instructions based on your region.
Once we receive and inspect your returned product, we’ll notify you of the approval or rejection of your refund. Approved refunds are processed within 7-10 business days and will be credited back to your original payment method. Refund times may vary depending on the region (Emirates or Europe).
If you receive a damaged or defective product, please report it within 48 hours of receiving your delivery. We will arrange a replacement or full refund. For defective products, the return shipping will be covered by Ouff, and the product should be returned to the original shipping region (Emirates or Europe).
Yes, you can exchange unopened and unused products within 14 days of purchase. Exchanges must be directed to the region from which the product was shipped:
Customers are responsible for return shipping costs unless the product is defective or incorrect. In the case of defective items, Ouff will cover the shipping fees. Please note that returns should be sent to the region where the product was shipped from (Emirates or Europe).
Sale or promotional items are not eligible for refunds, but exchanges for defective items will be honored. Ensure that defective sale items are returned to the warehouse of their original shipping location (Emirates or Europe).
Products purchased with gift cards can be exchanged but are not eligible for a cash refund. Refunds for gift card purchases will be issued as store credit, and the exchange must be made to the warehouse in the region where the product was shipped (Emirates or Europe).
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your shipment: For Emirates orders, track through our UAE-based courier partner. For Europe orders, track through our European-based courier partner.
We accept all major payment methods, including Visa, MasterCard, PayPal, and cash on delivery (for UAE orders). You can also use store credit or gift cards for purchases. Payment options may vary depending on whether your order is shipped from the Emirates or Europe.
If your order has not yet been processed, you can request a cancellation by contacting us immediately. Once the order has been processed and shipped, cancellation is not possible. Please note, orders shipped from Emirates and Europe have separate processing times.
Currently, we only offer shipping within the UAE for Emirates-based orders and within Europe for Europe-based orders. We do not ship internationally outside these regions at this time.
If your order hasn’t arrived within the expected delivery time, please contact our customer service team with your order number: For Emirates orders, we will liaise with our UAE courier partners. For Europe orders, we will coordinate with our European shipping partners.
If your order hasn’t been processed yet, you can update your shipping address by contacting us as soon as possible. However, once the order has been shipped from either our Emirates or European warehouse, address changes are no longer possible.
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Location
Ambitious Mission, lda. Travessa Romana 26, 5Z 4535-153 Lourosa | Portugal
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