Exchange & Return Policy
We want every Ounarya order to reach you in perfect condition. Please review the following terms regarding exchanges, returns and refunds before submitting a request.
Manufacturing Defects
An exchange may be requested if the product is received with a confirmed manufacturing defect or damage.
The customer must notify Ounarya within 24 hours of receiving the order.
The product must be returned together with all original packaging, accessories, tags and any items included with the original order.
Condition of Returned Items
Products submitted for exchange or return must remain in their original condition.
Items must be:
- Unused and unworn.
- Unwashed and unaltered.
- Free from stains, perfume, makeup or other marks.
- Returned with all original tags and accessories.
- Returned in their original packaging.
Ounarya reserves the right to refuse a return or exchange where the product does not meet these conditions.
Refunds
Once a returned product has been received and inspected, the applicable refund will be processed according to the original payment method.
Cash on Delivery
Where an order was originally paid using Cash on Delivery, the approved refund amount will be issued as store credit to the customer’s account.
Store credit may be used toward future purchases from Ounarya.
Credit or Debit Card
For purchases made by credit or debit card, approved refunds will be returned to the same payment method used for the original purchase, provided the refund is processed within 14 days from the original payment date.
If more than 14 days have passed from the original payment date and a refund to the original card can no longer be processed, the approved amount may instead be provided as store credit for use on future Ounarya purchases.
Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.
Exchange & Return Shipping
Unless the return is caused by a confirmed manufacturing defect or an error made by Ounarya, the customer is responsible for all shipping costs associated with the exchange or return.
The applicable shipping charges will be calculated and communicated to the customer after the exchange or return request has been reviewed.
Original delivery charges are not refundable unless otherwise required by applicable law.
Inspection & Approval
All returned products are inspected after they arrive at Ounarya.
A refund, exchange or store credit will only be issued after the item has been inspected and approved according to this policy.
If a returned product shows signs of use, wear, washing, alteration, damage caused after delivery or is missing its original packaging or accessories, the request may be declined.
Contact Us
If you have any questions, concerns or complaints regarding an exchange, return or refund, please contact our customer care team.
+971 50 727 2069