Returns & Refunds Policy

We’re so glad you chose Oupa Chum’s. Every balm is handmade with love, and we want you to feel confident and happy with your purchase. If something’s not quite right, we’re here to help.

🔁 Can I Return a Product?

Because our lip balms are personal care items, we cannot accept returns of opened or used products for hygiene reasons.

You can return a product within 14 days of delivery if it is:

  • The wrong item
  • Damaged or defective on arrival
  • Unopened, unused, and in its original packaging

Please email us first at enquiry@oupachums.com before sending anything back.

💸 How Refunds Work

Once we receive and inspect your return, we’ll let you know if it’s approved. If so, your refund will go back to your original payment method.

  • Shipping costs are non-refundable (unless we made a mistake)
  • We cannot refund items returned after 14 days
  • We cannot refund opened or used items (unless they are faulty)

💚 100% Satisfaction Guarantee

If you’re not happy with the benefits of your balm—even after using it—please let us know. We genuinely care about your experience and offer a full refund, including delivery cost, for any customer who isn’t satisfied.

This guarantee applies once per customer and must be claimed within 14 days of receiving your order. Just email us at info@oupachums.com with your order number and a short note—we’ll take care of the rest.

🔄 Exchanges

Need a replacement for a damaged or defective product? No problem! Please email us within 48 hours of delivery with photos and your order number, and we’ll send a new one out.

🚫 Items We Can’t Accept Back

  • Opened or used lip balms (unless faulty)
  • Items on sale
  • Gift cards (if applicable)

📦 Who Covers Return Shipping?

If we made an error (wrong or faulty item), we’ll cover return shipping. If not, return shipping is your responsibility. We recommend using a tracked service, as we can’t guarantee we’ll receive your returned item without proof of delivery.

🌍 International Customer Rights

United Kingdom: UK customers have the right to cancel online orders within 14 days of delivery under the Consumer Contracts Regulations. However, for hygiene reasons, we cannot accept returns of opened or used lip balms.

Australia: This policy does not exclude your rights under the Australian Consumer Law. You are entitled to a refund or replacement if a product is faulty, unsafe, or does not meet its description or purpose.

Africa (e.g., South Africa): In accordance with applicable local consumer laws, you are entitled to a refund or replacement if your item is defective, unsafe, or not as described.

United States: Our returns policy is clearly stated in accordance with FTC guidelines and meets all requirements. Customers are encouraged to contact us with any concerns.

📬 Questions or Help?

We’re here for you. Contact us anytime at info@oupachums.com and we’ll respond as soon as we can.

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