Politique de remboursement

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at oulalaproducts@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at oulalaproducts@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at oulalaproducts@gmail.com.

RETURN AND REFUND POLICY

We want you to love your Oulala products. If you're not fully satisfied, we're here to help.

RETURN WINDOW
You have 14 days from the day you receive your order to request a return.

ELIGIBILITY
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging, with tags attached where applicable
- Accompanied by proof of purchase (order number or receipt)

The following items are NON-RETURNABLE for health and hygiene reasons:
- Sunscreen sticks and any skincare product once opened or used
- Sale or clearance items marked as final sale

Apparel (t-shirts, accessories) may be returned if unworn, unwashed, and with all original tags attached.

HOW TO REQUEST A RETURN
Contact us within 14 days of delivery — by email at oulalaproducts@gmail.com, WhatsApp at https://wa.me/212676431100, or phone at +212 676-43-11-00 — with:
- Your order number
- The item(s) you want to return
- The reason for the return

We'll respond within 2 business days with return instructions and the return address in Tamraght, Morocco.

RETURN SHIPPING
Customers are responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect. In those cases, we cover the return shipping and send a replacement or full refund.

REFUNDS
Once we receive and inspect your return, we'll notify you of the outcome within 3 business days. Approved refunds are issued to your original payment method within 7–14 business days, depending on your bank or card provider.

You may also choose to receive store credit instead of a refund, valid for 12 months on any future Oulala purchase.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or wrong, contact us within 7 days of delivery at oulalaproducts@gmail.com or WhatsApp +212 676-43-11-00 with photos of the item and packaging. We'll arrange a replacement or full refund at no cost to you.

EXCHANGES
We currently do not process direct exchanges. To exchange an item, return the original for a refund or store credit and place a new order.

CANCELLATIONS
Orders can be cancelled for a full refund if the order has not yet shipped. Once shipped, our standard return policy applies.

QUESTIONS
For any questions about returns or refunds:
- Email: oulalaproducts@gmail.com
- WhatsApp: https://wa.me/212676431100
- Phone: +212 676-43-11-00

We reply to emails within 2 business days, and to WhatsApp usually within a few hours during business hours.