RETURNS & EXCHANGE POLICY

At Once Upon a Fairylight (OUAF), every order is checked and packed with care before dispatch. Returns, exchanges, replacements, and refunds are accepted only under the conditions outlined below.

Exchange / Replacement

We offer an exchange or replacement if the product is received damaged in transit, has a manufacturing defect, or an incorrect product has been delivered.

To request an exchange or replacement, please write to us at connect@ouafliving.com within 48 hours of delivery with your order details, clear images of the product, packaging, shipping label, and an unboxing video for transit-damage claims.

For transit-damage claims, the unboxing video should be recorded from the sealed package stage to help us verify that the damage occurred during transit.

Products must be unused, uninstalled, unmodified, and retained in their original packaging with all accessories, parts, and documents included for the claim to be eligible for review.

Do not install or use a product if it appears damaged, defective, or incorrect. Installation, use, repair attempts, alteration, mishandling, or modification will make the product ineligible for exchange, replacement, refund, or courier reimbursement.

Once the claim is reviewed and approved by our team, we will initiate an exchange or replacement, subject to product availability.

OUAF reserves the right to decline any claim if the product is found to be damaged due to installation, handling, misuse, negligence, modification, normal wear and tear, or if adequate evidence is not provided to verify the claim.

Courier Charges

For approved claims related to transit damage, manufacturing defects, or incorrect products, OUAF will arrange reverse pickup wherever serviceable and bear the courier charges for the replacement.

If reverse pickup is not available at your location, our team will guide you on the return-shipping process.

Products must not be returned without prior written approval from OUAF. Courier charges will not be reimbursed for unapproved claims, self-shipped returns, or products returned without prior confirmation from OUAF.

OUAF will not be responsible for damage or loss caused during any customer-arranged return shipment that has not been approved by us in writing.

Refunds

Refunds are not offered for change of mind, preference, or customer ordering errors.

A refund will be processed only if the claim has been reviewed and approved by our team, and a replacement or exchange is not available.

Approved refunds will be processed to the original mode of payment.

Order Cancellations

Please review your order carefully before placing it. Once an order is confirmed, cancellations are not permitted.

Important Note

Any damage, defect, or incorrect product claim must be reported within 48 hours of delivery. Requests received after this period will not be eligible for exchange, replacement, or refund.