Return and Refund

We value your satisfaction and want to ensure that you have a positive shopping experience. This return and refund policy is designed to provide clear guidelines and procedures for returning or exchanging products purchased from our store. By adhering to this policy, we aim to facilitate hassle-free returns while protecting the rights of both our customers and our business.

Q: How to cancel my order? 

A: We accept free cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is shipped out.

Q: How to return or exchange?

A: We accept returns and refunds within 7 days of package delivery. To be eligible for a return or exchange, please make sure the product is in its original condition, unused, unwashed, and undamaged. The product must be accompanied by the original receipt or proof of purchase.

Q: How should I make a return? 

A: To ensure a smooth return process, please follow these steps:

1. Contact our customer support team to inform them about your intent to return the product.
2. Customer service provides the return address.
3. Provide the necessary details such as your order number, product description, photos and reason for the return.
4. Please carefully package the product to prevent any damage during transit and ship it back to our designated return address.
5. Please inform our customer service team about the tracking number shipped back.
6. Our warehouse check the returned item and notifies customer service that the item can be resold
7. Customer service refund to customer.

Q: What are the non-returnable items or exceptions?

A: Certain items are non-returnable for hygiene and safety reasons. These include bodysuits, lingerie, underwear, jewelry, accessories, cosmetics, pet products, and any other items explicitly noted as not being supported for return or exchange.

Q: Do I need to pay the shipping fee when I return?

A: Customers need to cover the cost of return shipping including the tax that may occur, unless the return is due to an error on our part or a defective/damaged product.

Q: What should I do when I get damaged or defective items?

A: If the product you received is damaged or defective, please contact our customer support team immediately. We will guide you through the process of returning the item and provide appropriate solutions, such as a replacement or refund.

Q: What should I do if my address is wrong or I need to change my address after shipping? 

A: Please notify us immediately and we will do our best to update the address before shipping. If the item has already been shipped, we cannot be held liable for any lost or delivered packages. We cannot re-ship, replace, or refund orders lost due to incorrect addresses. All packages returned due to an "Invalid Address" will incur a restocking fee of $7.99. This fee covers the costs associated with processing the return and restocking. Any extra fees brought by address change after shipping will be borne by customers. 

Q: When will I get the refund? 

A: For products that are returned in accordance with this return policy, refunds will be processed within 7-14 days after we receive your return package. The refund will be issued to the original payment method. 

If you have any questions or require assistance with a return, please reach out to our customer support team support@ougood.com.We reserve the right to modify or update this return policy as necessary. Any changes will be communicated to our customers through our website or other appropriate channels.