Refund policy
Last updated: September 12, 2026
At Our Shop, we stand behind the quality of our products and want every customer to purchase with confidence. This policy explains how returns, refunds, exchanges, cancellations, and damaged orders are handled.
30-Day Money-Back Guarantee
You may request a return within 30 calendar days of receiving your order.
To qualify for a return, the product must:
- Be returned in its original condition;
- Be clean, complete, and free from avoidable damage;
- Include all accessories, manuals, components, and original packaging;
- Include proof of purchase or the Our Shop order number; and
- Not show damage caused by misuse, improper assembly, unauthorized modification, accident, neglect, or use contrary to the product instructions.
Opening the package solely to inspect the product does not automatically make it ineligible for return.
Do not return a product without contacting us first. Unauthorized returns may not be accepted or correctly identified.
To begin a return, email support@ourshop.com with:
- Your full name;
- Order number;
- Reason for the return; and
- Clear photographs or video if the item is damaged, defective, or incorrect.
If approved, we will provide return instructions and the applicable return address.
Change-of-Mind Returns
If you return an item because you changed your mind, selected the wrong product, or no longer want it:
- You are responsible for the return shipping cost;
- The original shipping charge, if any, is non-refundable;
- You must use a tracked and adequately insured shipping service; and
- You remain responsible for the product until it reaches the approved return location.
Our Shop is not responsible for change-of-mind returns lost or damaged during return transportation.
Damaged, Defective or Incorrect Orders
Please inspect your order promptly after delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, contact support@ourshop.com as soon as possible. Include your order number and clear photographs or video showing:
- The complete product;
- The affected area;
- The packaging and shipping label; and
- Any visible shipping damage.
After assessment, Our Shop may provide replacement components, repair support, a replacement product, or a refund, depending on the circumstances and applicable law.
When Our Shop confirms that the product was damaged, defective, or incorrectly supplied, Our Shop will cover reasonable approved return-shipping costs.
Non-Returnable Items
Returns may not be accepted for:
- Products returned after the 30-day return period;
- Products damaged through misuse, accidents, improper assembly, neglect, or unauthorized modification;
- Products with missing components or accessories;
- Gift cards;
- Personalized or specially configured products, where applicable;
- Products marked final sale, except where consumer law requires otherwise; and
- Products that cannot be resold safely or legally because of their condition.
This section does not limit any non-excludable rights available under applicable consumer law.
Refunds
After receiving and inspecting the returned product, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, normally within 10 business days after approval. Your bank or payment provider may require additional time to process and display the refund.
Any approved deductions, such as missing-component costs or customer-responsible return shipping, will be explained before the refund is completed.
If more than 15 business days have passed since Our Shop confirmed your refund, contact support@ourshop.com.
Exchanges
If you need a different product or variation, contact us first. When an exchange is approved, any price difference and applicable shipping charges will be confirmed before processing.
Order Cancellations
Contact support@ourshop.com immediately if you need to cancel an order.
We will try to accommodate the request, but cancellation cannot be guaranteed once processing or shipment has begun. If the order has already shipped, the standard return process applies.
Consumer Rights
Nothing in this policy excludes, restricts, or modifies rights that cannot legally be excluded under applicable consumer-protection law.
Contact
Our Shop Email: support@ourshop.com