Returns & Exchanges

At Ohuhu Store, we pour the same passion into our customer experience as we do into crafting our premium markers. We understand that sometimes, an art supply might not be the perfect fit for your creative vision. That’s why we’ve created a straightforward, transparent returns and exchanges policy—designed with the same clarity and care as our Privacy Policy.

Whether you’re a professional artist relying on our Alcohol-based Markers for seamless blending, a hobbyist exploring with Water-based Markers, or building your collection with Individual Markers and Refills, we want you to be completely satisfied with your purchase.

📦 Our Return & Exchange Policy at a Glance

• Return Window: 15 days from the date you receive your order.
• Condition: Items must be unused, in original packaging, and in resalable condition.
• Process Time: Please allow 1-2 business days for us to process your request after we receive your email.
• Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
• Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

🔄 Step-by-Step Return or Exchange Process

1 Initiate Your Request

Within 15 days of delivery, contact our support team at [email protected]. Please use the template below to ensure we have all the information needed to help you quickly.

2 Await Authorization & Instructions

Our team will review your request within 1-2 business days and email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Please do not ship items back without an RMA number.

3 Package and Ship

Securely package the item(s) in their original packaging, include the RMA number inside the package, and ship it to our fulfillment center. We recommend using a trackable shipping service.

Return Address: (Will be provided with your RMA instructions. For reference, our HQ is at 924 Sunrise Road, Las Vegas, US 89119).

4 Inspection & Processing

Once we receive your return, our team will inspect the items within 3-5 business days to ensure they meet our return conditions.

5 Completion

• For Returns: Your refund will be initiated.
• For Exchanges: We will process the shipment of your replacement item. If the desired item is out of stock, we will issue a refund or contact you for an alternative.

✉️ Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected]. Filling in all details will speed up the process.

💳 Refund Timeline & Method

We process refunds with the same efficiency we apply to order fulfillment:

1. Refund Initiation: Once your return is approved, we will initiate the refund to your original payment method within 2 business days.
2. Funds Visibility:
   • Credit/Debit Cards (Visa, MasterCard, JCB): The refund will appear on your statement within 5-10 business days, depending on your bank’s processing time.
   • PayPal: Refunds typically reflect in your PayPal account within 3-5 business days.
3. You will receive an email confirmation once the refund has been processed from our end.

Note: The refund will be for the product cost(s) only. Original shipping fees (e.g., the $12.95 for Standard Shipping) are not refundable.

🌍 International Returns (Global Customers)

As we serve creators worldwide (excluding only a few remote areas), we accept international returns. The process is the same, but please note:

• You are responsible for the cost and customs documentation for returning the item to our designated return center.
• We cannot refund any original import duties or taxes you may have paid. You may need to contact your local customs authority to seek reimbursement for returned goods.