Refund policy
Returns
Items may be returned within 10 days after arrival for store credit, exchange, or refund. Returned items must be in unused condition and in original packaging. Approval by phone or email is necessary before sending items back.
Please pack carefully- we are not responsible for any damage that occurs in return shipping. Your original shipping and handling charges are non-refundable, and you are responsible for all return shipping fees. We are not responsible for compensation of lost packages in transit to us without proof of delivery.
- If you are returning an item, you should consider using a trackable shipping service and we advise you to ensure that the product is adequately insured during the return journey.
- Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund, credit, or exchange.
- Damage claims must be made within 48 hours of package arrival. Please note that we will ask you for proof of damage.
- Discounted merchandise is considered a final sale.
To start a return, you can contact us at info@ourvida.com. Please note that returns will need to be sent to the following address:
Our Vida
3973 N Roger LN
Tucson, AZ 85719
------
If your return is accepted, you the customer is responsible for shipping. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@ourvida.com.
------
Should you need to cancel or change your order
Please contact us the same day or before 10AM next business day (Mountain Time); we will make every effort to accommodate your request. Please note that we cannot guarantee that your order may be adjusted once it has been shipped. Shipped orders may not be cancelled or modified; however, you may return your item(s) following the returns requirements above. Once a creation has been personalized, including through our embossing or engraving services, it cannot be returned or exchanged. These items are considered final sale.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of your approval or rejection of your full or partial refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
------
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.