OANA PRIME SHOP

Return & Refund Policy

Last Updated: May 2026

At Oana Prime Shop, your satisfaction is our priority. We want you to feel confident every time you shop with us. This Return & Refund Policy explains your rights and the process for returning items or requesting a refund. Please read this policy carefully before making a purchase.

This policy applies to all purchases made through our website and is fully compliant with UK consumer rights legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

3.1 Items Eligible for Return

To be eligible for a return, your item must meet all of the following conditions:

•       The return request is made within 30 days of the delivery date.

•       The item is unused, unworn, and in its original condition.

•       The item is in its original packaging with all tags, labels, and accessories intact.

•       Proof of purchase (order confirmation or receipt) is provided.

3.2 Non-Eligible Items

The following items are not eligible for return under standard circumstances:

•       Items that have been used, damaged by the customer, or are not in their original condition.

•       Items returned after the 30-day return window has passed.

•       Items missing original packaging, tags, or accessories.

Please note: We do not have any final sale or permanently non-returnable product categories. All products in our store are eligible for return provided the conditions above are met.

To start a return, please follow these steps:

1.    Contact Us: Email us at oanaprimeshop@outlook.com or call +44 7459 783540 within 30 days of receiving your order.

2.    Provide Your Details: Include your order number, the item(s) you wish to return, and the reason for the return.

3.    Await Confirmation: Our team will review your request and respond within 2 business days with return instructions and the return address.

4.    Ship the Item: Securely pack the item and ship it to the address provided. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

5.    Confirmation of Receipt: Once we receive and inspect the returned item, we will notify you by email and proceed with your refund or exchange.

Customers are responsible for covering the cost of return shipping, unless the return is due to our error (e.g. you received a wrong, defective, or damaged item). In such cases, we will arrange or reimburse return shipping at no cost to you.

We strongly recommend using a tracked and insured shipping service when returning items. Oana Prime Shop is not responsible for returned packages that are lost or damaged during transit.

6.1 Refund Process

Once your return is received and inspected, we will send you an email confirming the outcome. If your return is approved, your refund will be processed to your original payment method within 14 business days.

6.2 Refund Timeline

6.3 Refund Methods

Refunds are issued to the original payment method used at the time of purchase. We do not issue cash refunds. Depending on your payment provider, the credit may take a few additional days to appear in your account after we have processed it.

6.4 Restocking Fee

We do not charge any restocking fees. The full item value will be refunded upon approval of an eligible return.

If you would like to exchange an item for a different size, colour, or product, please contact us at oanaprimeshop@outlook.com within 30 days of delivery. Exchanges are subject to stock availability.

If your preferred exchange item is unavailable, we will offer you a full refund instead. The customer remains responsible for return shipping costs on exchanges unless the exchange is due to our error.

If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately at oanaprimeshop@outlook.com or call +44 7459 783540. Please include:

•       Your order number

•       A clear description of the issue

•       Photographs of the item and packaging (where applicable)

In such cases, we will cover the return shipping cost and offer you the choice of a full refund, a replacement item, or store credit — whichever you prefer. You do not need to return the item until we have reviewed and confirmed your claim.

You may cancel your order at any time before it has been dispatched. To cancel, contact us immediately at oanaprimeshop@outlook.com or call +44 7459 783540. If your order has already been shipped, you will need to follow the standard return process once the item arrives.

Orders processed and dispatched before 2:00 PM GMT on a business day may be dispatched the same day, so please contact us as quickly as possible if you wish to cancel.

As a customer based in the United Kingdom, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Under these regulations, you have the right to:

•       Cancel any online purchase within 14 days of receiving it (the statutory "cooling-off" period), without providing a reason.

•       Return goods within 14 days of notifying us of your cancellation decision.

•       Receive a full refund for the item, including standard outbound delivery costs where applicable.

Our 30-day return window exceeds the statutory 14-day cooling-off period as a gesture of goodwill. This does not affect your statutory rights.

If you have any questions about this Return & Refund Policy or need assistance with a return, please reach out to us:

We reserve the right to update this Return & Refund Policy at any time. Changes will be published on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy.