Refund policy

At a glance

You have 90 days from the date your order is delivered to request a refund, including for bottles that are already open, partly used or empty. You can take Body Reset Cleanse every morning, complete the full 30 day course, decide it is not right for you, and still send the bottle back for a refund.

We wrote it this way deliberately. No one can judge a 30 day course by its label. The only honest test is to take it every morning and see what changes for your belly, digestion and energy. The guarantee must therefore cover an open bottle, and even an empty one, otherwise it would not be a real guarantee.

Every return starts the same way: an email to support@ouvli.com. We will reply with a return authorization, the return address and instructions for sending your order back to us.

Who this policy applies to

This policy covers orders placed and paid for on ouvli.com. Prices are listed in euros. We deliver to France and most European countries, and the 90 day period is the same regardless of the delivery country.

If you bought an Ouvli product through a marketplace, a reseller or any other third party, we cannot refund you because we did not receive your payment. Please contact the seller you paid.

The 90 day guarantee

The 90 day period starts on the date your order is delivered, rather than the date you placed it or the date it was shipped. We use the delivery date shown by the carrier in your order tracking.

• Open bottles are eligible for a refund. Partly used bottles are eligible for a refund. Empty bottles are eligible for a refund.

• Unopened orders are eligible for a refund under exactly the same conditions.

• You do not have to give us a reason we agree with. One sentence about what did not work for you is enough.

• You must submit your request within 90 days. Your parcel does not need to reach us within those 90 days.

All we ask is that you contact us before sending anything back. This lets us make sure your parcel reaches the right place and can be matched to your order, without creating an obstacle to your return.

How to request a refund

1. Email us. Send an email to support@ouvli.com with your order number and one sentence about what did not work for you. If you cannot find your order number, the email address or phone number you provided when ordering is usually enough for us to find it.

2. Wait for authorization. We will reply with a return authorization, the return address and instructions for packing and shipping your return. Read this email before going to the post office. It contains everything you need.

3. Send your parcel back and email us the tracking number. Follow the instructions in the authorization, then send us the tracking number so we can monitor its arrival. As soon as it has been received and checked, we will refund you.

Please do not send anything back before receiving our authorization. No return address is published on this site, so a parcel sent without authorization has no confirmed destination. Products returned without authorization cannot be processed or reliably matched to an order, and we cannot guarantee that they will be refunded or sent back to you.

Preparing your bottles for return

Return the bottles you received, including any that are empty or partly used. Close them securely to keep any remaining capsules inside.

Use the original packaging if you still have it. If it has already been recycled, that is fine. Any packaging that protects the bottles during shipping will do. Please do not attach a shipping label directly to a bottle.

We do not charge restocking fees or reduce your refund because a bottle is half empty or finished. That is the whole point of the guarantee.

Return shipping costs

We will confirm return shipping costs in writing when we authorize your return. That email explains how to send your return and how shipping costs are handled for your order and country, so everything is clear in advance and nothing is decided after the fact.

Wait for that message before buying postage. If you pay for a label before we have confirmed the arrangements, we may not be able to cover its cost.

If you paid shipping costs on your original order, we will confirm how those costs are handled in the same message.

We recommend using tracked shipping for every return. Until a return is delivered to us, it remains the carrier's responsibility, and tracking protects you if it gets lost on the way.

Damaged, broken or incorrect products

If your order arrives damaged, a bottle is broken or its seal is open, or you simply received something other than what you ordered, contact support@ouvli.com within 7 days of delivery. Send a photo of the problem and, if possible, a photo of the shipping box.

We will replace the product or refund you. In most cases, we do not ask you to return a damaged or incorrect product, and that decision is ours to make. If we need it back, we will let you know and arrange this with you.

This 7 day period exists because carriers only accept damage claims for a short time after delivery. It does not replace or shorten your 90 day guarantee, which still applies to all other reasons for requesting a refund.

Products that are not refundable

Gift cards. That is the entire list.

Body Reset Cleanse itself is always eligible for a refund, whether the bottle is open, unopened or even empty. Some stores exclude opened supplements from returns for hygiene reasons. We do not, because that exclusion would cancel out the guarantee we have just given you. If Body Reset Cleanse is not right for you, it is refundable under the 90 day guarantee, like everything else.

Nothing else on this page removes the guarantee. The following sections explain how refunds are paid and how bundles are handled. They do not add reasons to refuse a refund.

Exchanges

The quickest option is to return your order and place a new one. Email us to start the return, and place your new order whenever you like. Your new order then ships immediately, without waiting for your return to reach us and be received and checked.

If you need an exchange because we sent the wrong product, do not place a new order. Contact us and we will correct the mistake at our expense.

Refunds

Refunds are issued to the original payment method. We cannot refund a different card or account, or issue store credit unless you specifically ask for store credit instead.

Once your return has been received and checked, your refund will be processed within 10 business days. We will email you as soon as it has been issued.

Once issued, the money still needs to go through your bank or card issuer, and that stage is outside our control. Most banks credit it within a few business days, but some take longer. Some cards show it as a reversal of the original payment rather than a new credit.

If 15 business days have passed since we told you the refund was issued and you still cannot see it, contact support@ouvli.com and we will send you the transaction details to give your bank.

Bundles and free bottles

If you bought a bundle or several bottles at a bundle price, such as buy 2, get 1 free, the refund applies to the complete bundle. Keeping part of the bundle and returning the rest would mean paying the bundle price for a smaller order than the one that price was calculated for. Return the complete bundle, including the free bottle, and we will refund the complete bundle.

If your order included a free bottle or promotional item, it must be sent back with your return. If it is not returned, we will deduct its stated value from your refund. If a promotion required a minimum order value and your return brings the order below that amount, the discount linked to that promotion will also be deducted.

Order cancellations and address changes

You can cancel an order or change its delivery address as long as it has not been prepared for shipping. After that, it is no longer physically in our hands and we cannot retrieve it.

If you need either of these changes, contact support@ouvli.com promptly with your order number and the word CANCELLATION or ADDRESS in the subject line. We will confirm the outcome either way.

If your order has already shipped, that is fine. Let it arrive, then request your refund under the 90 day guarantee.

Refused or unclaimed parcels

If a parcel is refused on delivery, or remains unclaimed until the carrier sends it back to us, we treat it as a return. Once it reaches us, we will refund the order, less any shipping, return, customs or storage costs the carrier actually charged us for that parcel. We will show you those charges on request.

If delivery failed for a reason outside your control, such as a carrier error or a damaged parcel, tell us and we will resolve the situation appropriately instead of treating it as a refusal.

Orders delivered outside France

The guarantee does not change when a parcel crosses a border. It lasts 90 days from the delivery date, whichever European country the order is delivered to, and open bottles are covered in exactly the same way as in France.

The process is the same too. Start by emailing support@ouvli.com. Your authorization will include the return address, instructions for the country you are returning from, how to ship your return and how shipping costs are covered. For countries outside the European Union, such as Switzerland, the United Kingdom or Norway, customs documents matter, so follow these instructions exactly instead of completing the forms your own way. A parcel with incorrect documents can be held at a border for weeks.

Import duties, taxes or customs fees your country charged on the original delivery were collected by that country, not by us, so we cannot refund them. Contact your country's customs authority to request a refund of those charges.

Your legal rights

Nothing in this policy limits the rights you have under the law.

If you live in the European Union, you also have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, send a clear statement to support@ouvli.com with your order number before that period ends. We will then refund all amounts paid, including standard delivery costs, no later than 14 days after being informed of your decision. We may withhold the refund until we have received the products back or you have provided proof that you have sent them. This right is in addition to our 90 day guarantee. Neither ever replaces the other.

You also benefit from the statutory guarantee of conformity and the guarantee against hidden defects provided by French law. Where the law in your country gives you more rights than this policy, you retain those rights and always benefit from the option most favorable to you.

Do you live in Switzerland? Swiss law does not provide a right of withdrawal for online purchases. You benefit from the same 90 day guarantee, under the same conditions.

If this policy changes

If we change this policy, the new version will be published on this page. The version published on the day you placed your order is the one that applies to your order.

Contact us

Email: support@ouvli.com

We reply within 24 hours, Monday to Friday.

No return address is published on this site. We will provide the return address with your return authorization.

A simpler explanation of the same process is available on our Guarantee and Refunds page: ouvli.com/pages/remboursement