Widerrufsrecht
Refund & Returns Policy
Last updated: 24 March 2026
We want you to be happy with every OURYE purchase. If something is not right, this page explains who can return what, how long you have, how to start a return, and when you will get your money back. Returns should be as straightforward as ordering.
In plain language: You have 14 days after receiving eligible items to start a return. After we receive and approve your return, we aim to refund within 10 business days to your original payment method. You usually pay return postage unless the item is faulty, damaged, or we sent the wrong thing.
Return window
You may return eligible items within 14 calendar days from the day you (or someone you choose) receive the goods — not from the order date. The period starts when the last item in your order is delivered.
This minimum period applies to consumers in the European Union and the United Kingdom under the Consumer Rights Directive 2011/83/EU, the UK Consumer Contracts Regulations 2013, and (where applicable) the German Widerrufsrecht (§§ 355–357 BGB). If your local law gives you a longer period, we will honour the longer period where required.
What you can return
To qualify for a refund or statutory withdrawal, items must be:
- Unworn, unwashed, and unaltered
- In original condition with all tags attached
- Returned in original packaging where reasonably possible
Items we cannot accept for return
- Items that have been worn, washed, stained, or altered
- Hygiene-sensitive products (e.g. underwear, swimwear, intimate apparel, earrings) if the hygiene seal has been broken or removed, where applicable
- Personalised, made-to-order, or customised items
- Gift cards and digital products (if offered)
- Items clearly marked final sale on the product page, where permitted by law
How to start a return
Follow these steps so we can process your return quickly:
- Email Contact@ourye.com with the subject line Return request and include your order number, the item(s) you wish to return, and a short reason (e.g. wrong size, changed mind).
- We will confirm whether your items are eligible and send you return instructions, including the return delivery address (our operations work with our logistics partners — do not return goods to our office address unless we instruct you to).
- Pack items securely to avoid damage in transit. Include any paperwork we ask for.
- Ship using a tracked postal or courier service and keep your proof of postage until your refund is complete.
We aim to reply to return emails within 2 business days (Monday–Friday, excluding UK public holidays).
Return shipping costs
- Standard returns (change of mind, size, or style): You pay the cost of returning the goods, unless mandatory local law says otherwise.
- Faulty, damaged, or incorrect items (our error or manufacturing defect): We will cover reasonable return shipping or provide a prepaid label where we can — contact us first before returning.
We strongly recommend a tracked return. We are not responsible for parcels lost on the way back to us if you cannot provide tracking or proof of posting.
Refunds and processing time
After we receive your return and confirm it meets our eligibility checks:
- Approved refunds are processed within 10 business days (Monday–Friday, excluding UK public holidays).
- Refunds are sent to your original payment method unless we agree otherwise required by law.
- Original outbound shipping charges are usually non-refundable, except where the return is due to our mistake, a defective product, or where applicable law requires a full reimbursement (see the statutory withdrawal section below).
Your bank or card issuer may need extra time to show the credit — this is outside our control.
Where EU or UK right of withdrawal applies, we also follow the reimbursement rules in the section Right of Withdrawal below (including any right to withhold refund until we receive the goods or proof of return).
Sale and promotional items
Items bought at a reduced price during a sale or promotion may be returned for exchange or store credit only, unless mandatory consumer law in your country requires a cash refund. Any exception will be stated at checkout or on the product page where required.
Exchanges
We do not operate a direct “swap” exchange. To change size or colour: return the item following the steps above, then place a new order for the item you want (subject to stock). This keeps stock and refunds accurate for you and for our European distribution network.
Damaged, defective, or wrong items
If something arrives damaged, with a manufacturing fault, or is not what you ordered:
- Contact us within 14 days of delivery at Contact@ourye.com.
- Send your order number, a short description, and clear photos of the fault, the item, and the outer packaging if relevant.
- We will offer a replacement, repair where appropriate, or a full refund including reasonable return costs — we will tell you which steps apply.
This process is separate from the standard return flow and is prioritised.
International returns
If you return goods from outside our primary fulfilment region, you remain responsible for return postage and any customs declarations unless we agree otherwise for a faulty item. Mark the parcel clearly as a returned goods shipment where your carrier allows, to reduce customs charges; we cannot control duties or taxes charged on returns.
Gift returns
If you received an item as a gift, the original purchaser’s order number is usually required. Refunds for gift returns are typically issued as store credit to the email on the order, or to the original payment method if the purchaser requests it — email us and we will explain the options.
If your refund is late or missing
- Check your bank, card, or PayPal account again after the 10 business day window.
- Contact your payment provider — processing times vary.
- If the refund still does not appear, email Contact@ourye.com with your order number and return tracking (if any).
Right of withdrawal — EU / EEA consumers (Widerrufsbelehrung)
Instruction on the right of withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us — Risaro GROUP (trading as OURYE), 7175 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom; Email: Contact@ourye.com; Phone: +44 7888 396115 — of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below or on our Right of Withdrawal page; it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods, unless the goods are faulty or not as described.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Model withdrawal form (Muster-Widerrufsformular)
Complete and return this form only if you wish to withdraw from the contract. This form is not obligatory.
To: Risaro GROUP (trading as OURYE)
7175 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Email: Contact@ourye.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
- Order number: _________________________
- Ordered on (*) / received on (*): _________________________
- Name of consumer(s): _________________________
- Address of consumer(s): _________________________
- Date: _________________________
- Signature of consumer(s) (only if sent by post): _________________________
(*) Delete as appropriate.
Online dispute resolution (EU)
The European Commission provides a platform for online dispute resolution (ODR): https://ec.europa.eu/consumers/odr. We are not obliged to participate in dispute resolution proceedings before a consumer arbitration board. We will respond in good faith to enquiries via our contact details below.
Contact us
For returns, refunds, withdrawal, or questions about this policy:
- Email: Contact@ourye.com
- Phone: +44 7888 396115
- Post: Risaro GROUP (trading as OURYE), 7175 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Related policies: Shipping Policy · Terms of Service · Privacy Policy · Cookie Policy · Right of Withdrawal
THIS POLICY IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. IT DOES NOT CONSTITUTE LEGAL ADVICE. CONSULT WITH A QUALIFIED ATTORNEY TO ENSURE COMPLIANCE WITH YOUR JURISDICTION'S CONSUMER PROTECTION LAWS BEFORE RELYING ON THIS DOCUMENT.
This Refund & Returns Policy is designed to address common requirements under the EU Consumer Rights Directive, the UK Consumer Contracts Regulations 2013, and German BGB §§ 355–357 (Widerrufsrecht). It does not confirm compliance for your specific situation.