Refund policy

Process

We have a 14-day return policy for EU customers (10 days outside EU and returns subject to approval) from the delivery date based on tracking information, which means you have 14 days after receiving your item to request a return. This policy excludes underwear items such as jockstraps, singlets, cyclists and final sale items.

To start a return, send a request to hello@ouest.world (don't forget to mention your order number and the items you want to return). If your return is accepted, you will receive the return label and some instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. After acceptation of the return, you have 7 days to return the product(s). 

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Otherwise, the refund will be refused. Any item returned in a degraded condition (visible signs of wear, removed tags, or damaged packaging) may be subject to a deduction from the refund, proportional to the loss of value assessed.

In case of a return, a return fee of €19 (EU) or €30 (outside the EU) applies per return and will be deducted from your refund. For orders outside the EU of $600 or more (or equivalent), the return fee is waived by Ouest for exchanges only. Any return will be at the customer's charge who bears the risk of loss or damage during return shipping. OUEST CORP cannot be held responsible for lost or damaged items during a return, and no refund can be issued for items we do not receive.

Import duties, taxes and original shipping costs are non-refundable. Refunds are issued within 14 business days upon receipt and inspection of the returned items. Returns must be shipped to the address indicated in our return instructions using the provided return label. The customer bears the risk of loss or damage during return shipping; OUEST CORP cannot be held responsible for items lost or damaged in transit when an alternative shipping method is used, and no refund can be issued for items not received

You can always contact us for any return question at hello@ouest.world.

 

Customs Duties & Refused Shipments

Customs duties, import taxes, and any related charges are the responsibility of the customer, unless otherwise stated.

If a shipment is returned due to unpaid duties or taxes, the costs incurred in connection with the return may be deducted from the refund. These may include return shipping costs and a handling fee of 40 €, covering logistics, processing, and restocking costs.

Any additional charges directly billed by the carrier in connection with the return may also be deducted where applicable.

Any remaining balance will be refunded once the returned goods have been received and processed.

 

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.

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. In the case of exchange, the new delivery in the EU is free of charge.

Once the return label is received, the customer has 7 days to return the item. After this time, we cannot guarantee the availability of the item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Exceptions to the Return Policy

Archive / Final Sale Items: all sales during archive / final sale operations are non-returnable, except in cases of defective items (picture to be sent as a proof), wrong items delivered, or if the item is not as described. In these cases, EU customers retain their statutory right of withdrawal. A store credit or exchange may be offered in lieu of a refund for sale items where permitted by applicable law. The items on sale will be able to benefit from an exchange or a gift card but will not be refunded. During the special sale, we do not accept returns from the United States.

Customs Duties and Import Taxes

For orders shipped outside the European Union, including to the United Kingdom, the customer is informed that customs duties, import taxes, VAT and customs clearance fees may be required by the authorities of the destination country.

These charges are not included in the product price and are the sole responsibility of the customer, who is considered the importer of the goods.

The seller has no control over these charges and cannot predict their amount.

In the event that the customer refuses delivery of the order due to non-payment of customs duties, taxes or any other import-related charges, the shipment may be returned to the seller.

In such cases, all costs incurred, including outbound shipping costs, return shipping costs, administrative fees and any storage fees, shall be borne by the customer.

No refund shall be processed until all costs resulting from a refusal of delivery have been fully paid.

If the return costs exceed the value of the order, the customer remains liable for the balance.

 

Right of Withdrawal

The exercise of the right of withdrawal does not exempt the customer from the payment of customs duties, import taxes or clearance fees that may have been incurred or claimed upon importation of the goods.

In the event of refusal of delivery due to non-payment of such charges, return shipping costs shall remain the responsibility of the customer.

 

Returns

• Returns accepted for 14 days for EU customers (10 days outside EU, subject to approval) from the delivery date, except for underwear items such as jockstraps, singlets and cyclists
• The customer is in charge of the return shipping (except otherwise stated)
• In case of exchange in the EU, new article will be sent to the customer free of charge. For orders outside the EU of $600 or more (or equivalent), the return fee is waived by Ouest for exchanges only. Any return will be at the customer's charge who bears the risk of loss or damage during return shipping. OUEST CORP cannot be held responsible for lost or damaged items during a return, and no refund can be issued for items we do not receive.