Refund policy

At Ouro, every lamp is handmade and made to order. Each piece is produced specifically for you after your order is placed, which means we put real care into getting it right the first time. We also want to be clear and fair about how returns and refunds work, so there are no surprises on either side. Please read this policy in full before requesting a return.

By placing an order with Ouro, you agree to the terms set out below.

1. Return Window

You have 7 days from the date your order is marked as delivered to request a return. Requests made after this 7 day window has closed will not be accepted.

To start a return, you must contact us at ourodesignstudio@gmail.com within the window. The date of your email to us is the date we use to determine whether your request is on time.

2. The Nature of Our Products

Because every Ouro lamp is made to order rather than held in stock, a returned piece cannot simply be placed back on a shelf and resold. For this reason, change of mind returns are offered at the studio's discretion as a goodwill courtesy, and are always subject to the conditions in this policy.

This is separate from your rights where an item arrives faulty, damaged, or not as described. Those situations are covered in Section 11, and nothing in this policy limits the remedies you are entitled to by law for a defective item.

3. Conditions for a Return

To be eligible for a return, every one of the following must be met:

The item is unused and shows no signs of use, wear, modification, or alteration of any kind.
The item is in the same condition in which you received it.
The item is returned in its original packaging, including the original box and all protective materials.
All original contents are included, such as the lamp, the cord, every info card, and every insert that came with your order.
You have proof of purchase, such as your order number or order confirmation email.
You have received written return authorisation from us before sending anything back (see Section 4).

Returns that do not meet all of these conditions may be refused, or may qualify for a reduced refund only, at the studio's discretion.

4. How to Start a Return

Email us at ourodesignstudio@gmail.com within the 7 day window with your order number and the reason for your return.
Wait for our written return authorisation. This email will confirm that your return is approved to proceed and will restate the return address.
Do not ship anything until you have received this authorisation.

Items sent back without prior written authorisation will not be accepted, and we cannot take responsibility for unauthorised parcels that are lost, refused, or returned to sender.

5. Required Photographs

Before you seal the box, you must photograph the item and all of its contents, and email those photos to ourodesignstudio@gmail.com before the parcel is dispatched.

Please include clear, well lit photos of:

The lamp from all angles
The cord and plug
All info cards and inserts
The original packaging

These photographs are mandatory. They serve as the agreed record of the item's condition at the moment it left your hands, and they are the reference we use if the item is damaged in transit. Without these photos on file, we cannot determine whether any damage occurred before or during shipping, and your refund may be affected as a result. Returns will not be processed until these photos have been received.

6. Packing Your Return

You are responsible for packing the item securely enough to survive transit. We recommend reusing the original packaging and protective materials exactly as they arrived. If an item is damaged on its way back to us because it was poorly packed, that damage will be taken into account at inspection and may reduce or void your refund.

7. Return Shipping

The cost of return shipping is the customer's responsibility. This applies to all change of mind returns without exception.

Returns must be sent using a trackable shipping method. You are required to share the tracking number with us before the parcel is collected or dropped off.
Returns must be sent only to the return address provided in your written authorisation. Parcels sent to any other address will not be accepted, and any cost, delay, or loss arising from an incorrect address is the customer's responsibility.
A return is only considered in progress once we have received and acknowledged a valid tracking number.

You must dispatch the item and provide tracking within 3 calendar days of receiving your return authorisation. Failure to do so may void your return.

8. Inspection

Once your return reaches us, we will inspect it against the photographs you submitted and against the conditions in Section 3. We reserve the right to take a reasonable period to complete this inspection. You will be notified of the outcome by email once it is done.

9. Refunds

If your return is approved after inspection:

The refund will be issued to your original payment method through our Shopify system.
The refund will reflect the actual amount you paid, after any discounts or promotions applied to your order. Promotional discounts are not refunded as cash and original order discounts are not reinstated.
Original outbound shipping charges, where they were paid, are not refundable except in the case of a faulty, damaged, or incorrect item.
Return shipping costs are not refundable.
Please allow up to 30 days for the refund to be processed, and note that your bank or card provider may take additional time to post the amount to your account.

If your return is approved but arrives in a condition that does not match the photographs you submitted, or is missing any original contents, we reserve the right to issue a partial refund that reflects the reduced condition or value of the item, or to decline the refund entirely.

Refunds will not be offered on any item more than 30 days after its delivery date, regardless of when the return was requested.

10. Restocking

For change of mind returns, the studio reserves the right to apply a restocking fee to reflect the made to order nature of our products. Where a restocking fee applies, it will be communicated to you in your return authorisation before you ship the item, so you can decide whether to proceed.

11. Faulty, Damaged, or Incorrect Items

We stand behind everything we make. Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or not the item you ordered, contact us at ourodesignstudio@gmail.com immediately, and in any case within 7 days of delivery, with clear photographs of the issue and the packaging.

For genuine faults, damage, or errors on our part, we will work with you to make it right at no cost to you. Depending on the situation this may mean a repair, a replacement, or a full refund including any shipping you paid. Your rights under Singapore consumer law, including the Consumer Protection (Fair Trading) Act, apply in full and are not affected by anything in this policy.

This section does not cover issues of personal preference or fit, such as cord length, scale, or how an item suits a particular space, where the item itself matches its description and is free of defect. Those fall under change of mind and are governed by the sections above.

12. Exchanges

We do not operate a direct exchange service. The fastest way to get the item you want is to return your original item under this policy and, once your return is authorised, place a separate order for the new piece.

13. Items Not Eligible for Return

The following cannot be returned or refunded:

Gift cards
Items marked as final sale or clearance
Bespoke or custom commissioned pieces produced to your personal specification
Any item returned without prior authorisation, outside the return window, or in a condition that breaches Section 3

14. Lost or Misdirected Returns

Until a returned item physically reaches us and is signed for or scanned in, it remains the customer's responsibility. We strongly recommend a trackable and, where appropriate, insured shipping method. We cannot issue a refund for an item we have not received, and we are not liable for returns that are lost, delayed, or misdirected in transit.

15. Chargebacks and Payment Disputes

If you have a concern about a return or refund, please raise it with us directly so we can resolve it. We respond to every message in good faith and aim to find a fair outcome.

Opening a payment dispute or chargeback while a return is still being processed under this policy works against that process rather than alongside it. Where a chargeback is filed, we will respond to the payment provider with the full record of our correspondence, our published policy, and the documentation of the item's condition. Pursuing a chargeback does not change the terms of this policy or your obligations under it.

16. International Returns

For orders shipped outside Singapore, all of the terms above apply, with the following additions:

Return shipping, along with any duties, taxes, or customs charges incurred on a return, is the customer's responsibility.
Items must clear any applicable customs process at the customer's cost before a refund can be assessed.
Refunds reflect the product value actually paid and do not include duties or taxes paid to a third party such as a customs authority or courier, which must be reclaimed from that authority directly where eligible.

17. Acknowledgement of Terms

When you request a return and we issue authorisation, your written confirmation to proceed is treated as your acknowledgement and acceptance of this policy in full, including your responsibility for return shipping, the photograph requirement, the condition requirements, and the studio's right to inspect and to issue a partial refund or decline a refund where the conditions are not met.