Refund policy

Returns and Refunds

This policy applies to purchases made from OUDIVORA at oudivora.com. It sits alongside your legal rights and does not replace them.

Your right to cancel

If you are a consumer buying online, you may cancel most orders without giving a reason.

You may tell us you wish to cancel at any point from placing your order until 14 days after the day you receive it.
After telling us, you must return the goods to us within a further 14 days.

To cancel, email support@oudivora.com with your order number. A clear statement that you wish to cancel is enough; you do not need to give a reason.

Condition of returned goods

Items returned because you have changed your mind must be unused, unopened and in their original sealed retail condition, including any outer cellophane, tamper-evident wrapping or hygiene seal.

Opening the outer delivery parcel to inspect your order does not affect your cancellation rights. What matters is the condition of the product itself.

You may handle goods as you would in a shop. If the value of an item is reduced because it has been handled more than was necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect that.

Opened fragrance and beauty products

For health-protection and hygiene reasons, OUDIVORA cannot accept change-of-mind returns or exchanges for sealed fragrance, cosmetic, skincare, make-up, haircare or personal-care products after the product's protective seal, cellophane, tamper-evident packaging or hygiene seal has been broken or removed, where the product is not suitable for return once unsealed.

Fragrances that have been sprayed, tested or used cannot be returned or exchanged for a change of mind.

Opening the external delivery parcel does not remove your cancellation rights. The product itself must remain unused, unopened and in its original sealed retail condition.

This restriction applies only to change-of-mind returns. It does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.

How to request a return

Please do not send any item back without contacting OUDIVORA first. Once a return has been approved, the correct return instructions will be provided.

Email support@oudivora.com with:

your order number
the item or items concerned
whether you are cancelling (change of mind) or reporting a problem
for a damaged, faulty or incorrect item, photographs of the item and its packaging

We will respond with a return authorisation and instructions. Items sent back without prior contact may be delayed or may not be able to be processed.

Inspection and authorisation

Returned items are inspected on arrival against the condition requirements above. We will confirm the outcome by email.

A return may be rejected where:

the protective seal, cellophane or hygiene seal has been broken or removed on a change-of-mind return
the fragrance has been sprayed, tested or used and the return is for change of mind
the item is not the item supplied by OUDIVORA
the item was returned without prior contact and cannot be identified or matched to an order
the cancellation period has expired and the item is not faulty, damaged, incorrect or misdescribed

If a return is rejected, we will explain why and discuss the options with you.

Faulty, damaged, incorrect or misdescribed items

If an item arrives damaged, is faulty, is not what you ordered, or does not match its description, this policy's change-of-mind restrictions do not apply, including where a seal has been opened.

Contact support@oudivora.com as soon as you can, ideally within 48 hours of delivery for transit damage, with photographs of the item and the outer packaging. We will arrange the appropriate remedy at no cost to you.

Reporting after 48 hours does not remove your statutory rights; it simply helps us investigate with the carrier.

Return postage

Change of mind: you are responsible for the cost of returning the item, where this has been disclosed to you before purchase. We recommend a tracked service, as the item remains your responsibility until it reaches us.
Faulty, damaged, incorrect or misdescribed: OUDIVORA covers the cost of return, or arranges collection.

Cancelling before dispatch

If your order has not yet been dispatched, email support@oudivora.com as soon as possible and we will cancel it and refund you in full, including the outbound delivery charge.

Refunds

Refunds are issued to the original payment method.

We will process your refund within 14 days of receiving the returned goods, or within 14 days of you supplying evidence that you have sent them back, whichever is earlier. The time it then takes to appear depends on your bank or card issuer.

Where you cancel a whole order under your cancellation rights, your refund will include the basic outbound delivery charge you paid. If you chose a more expensive delivery option than our standard service, we refund the standard cost, not the premium.

Where you return only part of an order, the outbound delivery charge is not refunded.

Exchanges

OUDIVORA does not offer direct exchanges. If you would like a different item, please return the eligible item under this policy and place a new order.

Your statutory rights

Nothing in this policy limits or excludes your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If any part of this policy conflicts with those rights, your legal rights take precedence.