Returns Policy

Refunds and Exchanges

We want you to be fully satisfied with your order. If for any reason you are not completely satisfied with your purchase, you may return it to us for an exchange or refund within 28 days of the purchase date.

Faulty Items

 If the item received is faulty, once it is received back by us, we will replace it where possible or refund the value of the item. We will also refund you the cost of your delivery charge from the original order.

Unwanted Items

If the item received is unsuitable, e.g. wrong size, then provided it has not been in your possession over 28 days and can be sold again as new, we will replace or refund the value of the item only. Please note the original delivery charge will not be refunded.

If an item has been worn, damaged or is missing its original packaging, we reserve the right to refuse a refund or refund less than the full price.

Returning a personalised item or gift

If the item you are returning was a personalised item or a gift when purchased or if it was not shipped directly to you from the OU Students shop, please note that we will not be able to issue a refund unless the item is faulty.

How to return your order

You can pack and send your return to us in just a few simple steps:

1.       Complete the Return Form supplied in your parcel (if you do not have one please email ousa-services@open.ac.ukfor a copy). Please ensure that you enter your order number and the product code of the item. You will find these on your invoice/webstore receipt.

2.       Indicate whether you require a refund or a replacement and the reason for returning the item and enclose the completed returns form within the parcel.

3.       Return the complete item or pack. Please do not return part items.

4.       Detach and securely fix the pre-addressed label supplied on the returns form to the outside of your parcel and take it to your nearest Post Office, where you should obtain a Proof of Posting stamp on your counterfoil. Please keep this for your reference.

Open University Students Association
OU Students Shop
PO Box 397
Walton Hall
Milton Keynes
MK7 6BR

I have received an incorrect item in my order

If you have received an incorrect item in your order, let us know straight away by contacting us (ousa-services@open.ac.uk or 01908 652026) and our team will be able to assist.

An item is missing from my order

Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch information to see if any of your items will be arriving separately.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

If something is missing then please get in touch with our dedicated team (ousa-services@open.ac.uk or 01908 652026)

Will I be liable for customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not taken by surprise when the customs charges are applied to your order.

Examples:

USA Customs Information: http://www.cbp.gov/travel/international-visitors/kbyg/customs-duty-info

China Customs Administration:  http://english.customs.gov.cn/

European Commission Taxation: http://ec.europa.eu/taxation_customs/common/buying_online/buying_goods/within_eu_en.htm

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