Return Policy

At OuraCare, we want you to feel completely confident when you shop with us. If something isn't right with your order, we're here to make it right — quickly, fairly, and with as little hassle as possible.

This policy explains your rights, our promises, and exactly how to get a refund, replacement or repair. It is written to comply with US consumer law.

If you have any questions before you buy or after your order arrives, just email us at info@ouracare-us.com and a real person will get back to you within one working day.

1. Your rights at a glance

As a consumer buying online from us, you have three separate protections:

2. Order Cancellation

2.1 Cancellation Window

Orders may only be cancelled within twenty-four (24) hours of the original order being placed. After this window has closed, the order enters our fulfillment pipeline and cancellation may no longer be possible. 

It is the customer's sole responsibility to review all order details—including product selection, quantity, shipping address, and pricing—prior to completing the purchase.

We always send an order confirmation email 5 minutes after order is placed so customers can review all order details. Customers can reply to this email to modify or cancel their order.

2.2 How to Request a Cancellation

To request a cancellation, You must contact our support team within the cancellation window via email at info@ouracare-us.com. Cancellation requests received outside the 24-hour window, or submitted through any channel other than the one listed above (including social media, or third-party platforms), will not be honored.

2.3 Orders Already in Fulfillment or Shipped

Once an order has entered fulfillment processing or has been shipped, it cannot be cancelled unless the email was sen’t in the 24H window mentioned above.

Once an order has been dispatched, your 14-day right to cancel (Section 3) or your rights for faulty goods (Section 4) apply as normal and is governed exclusively by the refund and return provisions.

Ouracare is under no obligation to intercept packages in transit or recall shipments from carriers.

3. Eligibility

Unopened items in their original, sealed condition may be returned within 14 days of delivery. 

The following are final sale and may not be returned:

• Opened consumable products, including heat patches, creams, supplements, for hygiene reasons.

• Digital products such as: eBooks. 

A faulty device is addressed under its applicable warranty (see our Warranty Policy) and is not subject to the final-sale limitation above.

4. Refunds

4.1 Damaged, faulty, incorrect, missing, or undelivered orders

Items that are damaged, faulty, incorrect, not as described, missing, or not delivered are covered under this section. 

The applicable timeframes are:

• Damaged or incorrect on arrival: contact us within 72 hours of delivery.

• Faulty in use: contact us within 14 days of delivery.

• Device hardware failure: covered for 90 days under the Limited Device Warranty in our Warranty Policy.

• Missing or never delivered: contact us within 14 days of the expected delivery date. Check Shipping Policy for better details on how this policy applies to your case.

Submit a photograph to info@ouacare-us.com. Depending on the circumstances, Ouracare will resolve the issue by providing a replacement, repair, refund, or another appropriate remedy in accordance with this policy. No restocking fee applies, and return of the item will not ordinarily be required. Statutory rights available to EU and UK customers in respect of faulty or misdescribed goods apply in addition to this section.

4.2 Change of mind

• Unopened, sealed items: eligible for a refund within 14 days, less a restocking fee equal to 15% of the product price. Return shipping is the customer’s responsibility (see Returns & Exchanges above).

• Opened consumables and opened devices: not eligible for a refund, for hygiene reasons.

• Products used without the expected results: addressed under the 90-Day Performance Promise in our Warranty Policy and not subject to refund under this section.

5. The OuraCare 90-Day Performance Promise (our extra promise)

Please check our “Warranty Policy” to see how it works.

6. General

Refunds are issued to the original payment method only. We are not able to issue refunds to alternate payment methods. The time taken for a refund to appear depends on your financial institution and is typically 7-12 business days. Store credit and warranty credit are non-transferable and may not be redeemed for cash. Where a claim is declined, Ouracare will provide the reason.

7. EU and UK customers

For unopened, non-exempt goods returned within the statutory 14-day cooling-off period, a full refund will be issued, including standard outbound shipping, with no restocking fee applied. To cancel a subscription and stop future billing, refer to the Subscription & Auto-Renewal Policy.

8. Return procedure

1. A return must be requested within 14 days of delivery via info@ouracare-us.com or through your account.

2. To confirm the item is unopened, we will ask you to submit a clear photograph of the sealed unit, showing the intact seal and the outer packaging, before we issue a return authorization.

3. OuraCare will then issue a return authorization number (RMA). Returns received without a valid Return Authorization will not be accepted.

4. Items must be returned in their original, sealed condition using the instructions provided. Return shipping is the customer’s responsibility, and a tracked shipping method is necessary. Returns sent without a trackable shipping method will not be processed.

5. On arrival, every return is inspected against a set condition standard: seal intact, all components present, and no sign of tampering. Items that fail inspection are not eligible for a refund. We will tell you why and, if you ask, return the item to you at your cost.

6. Following successful inspection, a refund will be issued to the original payment method, less a restocking fee equal to 15% of the product price.

To help prevent abuse of our return program, Ouracare may limit change-of-mind returns to one approved return per customer during any rolling 12-month period. Items received, opened or used are not eligible.

8.1 Return Address

All authorized returns must be shipped to this return address:

Facility Name: Huboo, Ouracare Returns

Address: C. de Cerceda 20, Vicálvaro 28052 Madrid, Spain

9. Contact Us

Questions? We're happy to help.

Email: info@ouracare-us.com

Phone: +1 (310) 218-5045

Available time: Monday to Friday, 9:00 AM – 6:00 PM (EST time)