Refund policy
Last updated: 24 August 2026
This Refund and Returns Policy applies to purchases made through the OUDRIEL online store. Nothing in this policy limits or excludes your statutory rights under UK consumer law.
Cancelling an order before dispatch
If you wish to cancel an order before it has been dispatched, email oudriel@gmail.com as soon as possible with your name and order number.
We will try to stop the order. If it has already been dispatched, you will need to follow the returns process below.
Change-of-mind returns
For most online purchases, you may cancel your order without giving a reason by notifying us within 14 days beginning the day after you receive your order.
After notifying us, you must return the relevant products within a further 14 days.
To request a return, email oudriel@gmail.com with:
- Your full name
- Your order number
- The product you wish to return
- A clear statement that you wish to cancel or return your order
You may also use the cancellation form at the bottom of this policy, but you are not required to do so.
Product condition and hygiene seals
Returned products should be unused, untested and in their original packaging, with all product seals intact.
Where a product has been supplied with a hygiene or tamper seal and is not suitable for return for health-protection or hygiene reasons, your change-of-mind cancellation right may be lost if that product seal is broken after delivery.
Opening the external delivery packaging does not, by itself, count as breaking the product’s hygiene seal.
This restriction does not affect your rights if a product is faulty, damaged, unsafe, incorrect or not as described.
Where the hygiene exception does not apply, we may make a lawful deduction from the refund if handling beyond what would reasonably be permitted in a shop has reduced the product’s value.
Returning your products
Please contact us before returning anything so we can provide and confirm the correct return instructions.