Refund policy

Return and Refund Policy

Last Updated: August 29, 2026

At Ousanero, we want you to be satisfied with your purchase. This policy explains how returns, exchanges, cancellations, and refunds are handled.

Returns Accepted

We accept returns for:

  • Defective or damaged products

  • Incorrect products

  • Non-defective products

  • Change-of-mind purchases

Return Window

You may request a return within 30 days from the date your order is delivered.

Return requests submitted after the 30-day return window may not be accepted.

Return Conditions

For non-defective returns, the product must be:

  • Unused and uninstalled

  • In new condition

  • Returned in its original packaging

  • Returned with all included parts, accessories, manuals, and tags

You may open the packaging to inspect the product. However, products showing signs of use, installation, customer-caused damage, or missing components may not qualify for a non-defective return.

These conditions do not prevent returns of products that arrived defective, damaged, or incorrect.

How to Start a Return

Before mailing any product, contact our customer support team:

Email: support@ousanero.shop
Phone: +1 304 918 2903

Please provide:

  • Your order number

  • The reason for the return

  • Photographs if the product is damaged, defective, or incorrect

Once your request is approved, we will provide the return instructions, return address, and a downloadable return shipping label.

Do not send products to our business address unless our support team specifically instructs you to do so.

Return Method and Costs

  • Return Method: By mail

  • Return Label: Provided for download and printing

  • Return Shipping Cost: FREE

  • Restocking Fee: $0

Damaged, Defective, or Incorrect Products

Inspect your order after delivery. If the product is damaged, defective, or incorrect, contact us promptly so we can evaluate the issue and arrange a replacement, exchange, or refund.

Ousanero will cover the applicable return shipping costs for approved claims.

Exchanges

We accept exchanges for eligible products.

Contact our support team to request an exchange. The replacement product will be shipped after the returned item has been received and approved, subject to product availability.

Order Cancellations

To request cancellation, contact us as soon as possible.

If the order has already been processed or dispatched, it may no longer be cancelled. You may request a return after delivery in accordance with this policy.

Refund Processing

After receiving and inspecting the returned product, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 7 business days.

Your bank or payment provider may require additional time to display the refund in your account.

Original Shipping Charges

Standard shipping is free.

Express shipping charges are non-refundable for change-of-mind returns. If the order was defective, damaged, incorrect, or caused by an error on our part, the original Express shipping charge will also be refunded.

Contact Information

Ousanero is operated by CLOUDAVIA LLC

8206 Louisiana Blvd NE, STE A #8133
Albuquerque, NM 87113
United States

Email: support@ousanero.shop
Phone: +1 304 918 2903

Customer Support Hours — Mountain Time (MT):

Monday–Friday: 9:00 AM–6:00 PM
Saturday: 10:00 AM–4:00 PM
Sunday: Closed