Cancellation & Refund Policy

1. Scope & Agreement

This Cancellation & Refund Policy governs all purchases made through ouracare-us.com and constitutes a binding agreement between the customer ("You") and Ouracare ("We," "Us," "Our"). By placing an order, You acknowledge that You have read, understood, and agree to be bound by the terms of this policy in its entirety. This policy should be read in conjunction with our Shipping Policy and Terms of Service.

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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.

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, live chat, 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. Such orders are governed exclusively by the refund and return provisions in Sections 3 through 6 of this policy. Ouracare is under no obligation to intercept packages in transit or recall shipments from carriers.

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3. Refund Eligibility

3.1 90-Day Satisfaction Guarantee

Ouracare offers a 90-day satisfaction guarantee from the date of delivery, as confirmed by the carrier's tracking system. To be eligible for a refund under this guarantee, the customer must meet all of the following conditions:

• The product must have been used as directed for a minimum trial period of thirty (30) consecutive days from the date of delivery.

• The refund request must be submitted within ninety (90) calendar days of the confirmed delivery date.

• The customer must provide valid proof of purchase (order confirmation email, transaction receipt, or order number).

• The customer must be able to demonstrate or confirm that the product was used in accordance with the provided instructions and recommended usage guidelines.

3.2 Mandatory Minimum Trial Period

Many of our wellness products are designed to deliver results over a sustained period of consistent use. Refund requests submitted before the customer has completed the mandatory 30-day trial period will be denied. This requirement exists because the efficacy of our products cannot be fairly evaluated without adequate and consistent usage. The 30-day trial period begins on the carrier-confirmed delivery date, not the order date or ship date.

3.3 Proof of Usage

Ouracare reserves the right to request reasonable evidence of product usage before approving any refund. This may include, but is not limited to, photographs of the product showing signs of use, a written account of the customer's usage experience, or any other documentation we deem necessary. Failure to provide adequate proof of usage when requested may result in the refund request being denied.

3.4 Non-Refundable Items

The following items are digital add-ons and are non-refundable under any circumstances, as they are fulfilled instantly upon purchase and cannot be reversed:

• Shipping protection

• Express shipping upgrades

• Standard shipping fees

• Extended warranty plans

• Employee tips / gratuities

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4. Return Process

4.1 Initiating a Return

To initiate a return, the customer must first contact our support team at info@ouracare-us.com to obtain a Return Merchandise Authorization (RMA) number. Returns sent without a valid RMA number will not be accepted, and Ouracare bears no responsibility for unauthorized returns, including any costs incurred in shipping them.

4.2 Return Shipping

The customer is solely responsible for all return shipping costs, including postage, carrier fees, tracking, insurance, and any customs duties or import taxes that may apply. Ouracare strongly recommends using a tracked and insured shipping method, as we cannot be held responsible for returns that are lost, damaged, or delayed in transit. Untracked returns that do not arrive at our facility will not qualify for a refund.

4.3 Return Address

All authorized returns must be shipped to our international fulfillment partner at the following address:

Return Recipient: Shengyan
Address: 5th Floor, West Gate, Zhejiang Boshang Optoelectronics Co., Ltd., Hezhuang Street, Qiantang District
City: Hangzhou
Province: Zhejiang
Country: China
Post Code: 311222
Tel: +86 15128388333

4.4 Condition of Returned Products

Returned products must include all original components, accessories, packaging, and documentation. Products that are returned in a condition that suggests misuse, abuse, unauthorized modification, or damage caused by the customer (beyond normal usage wear) may be subject to a partial refund or refund denial at our sole discretion.

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5. Refund Processing

5.1 Inspection & Approval

Upon receipt of a returned item, our team will inspect the product to verify that all return eligibility requirements have been met. Ouracare reserves the right, at its sole discretion, to approve or deny any refund request based on the results of this inspection. Approval of a refund is not guaranteed and is determined on a case-by-case basis.

5.2 Refund Method & Timeline

Approved refunds will be credited to the original payment method used at the time of purchase. Please allow 7–12 business days for the refund to appear on your statement after approval, depending on your financial institution's processing times. Ouracare is not responsible for delays caused by the customer's bank or payment provider.

5.3 Deductions from Refunds

The following amounts will be deducted from any approved refund:

• Original shipping costs (if free shipping was provided, the actual shipping cost incurred by Ouracare will be deducted).

• A 15% restocking fee to cover inspection, repackaging, and administrative processing.

• Any promotional discounts, gift card values, or bonus items received with the order, which will be deducted at their full retail value.

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6. Refund Limitations & Grounds for Denial

Refunds may be declined or reduced in any of the following circumstances:

• The refund request is submitted after the 90-day return window has expired.

• The mandatory 30-day minimum trial period has not been completed.

• The product was not used in accordance with the provided instructions or recommended guidelines.

• The customer fails to provide valid proof of purchase when requested.

• The customer fails to provide adequate proof of usage when requested.

• The product is returned without a valid RMA number.

• The returned product is missing components, accessories, or documentation.

• The product shows signs of misuse, abuse, unauthorized modification, or customer-caused damage.

• The return does not arrive at our facility or is lost in transit (for untracked shipments).

• The customer has a history of excessive returns or refund requests that suggest abuse of this policy.

• The refund request is connected to a chargeback or payment dispute that has already been filed.

• The item is classified as a non-refundable digital add-on under Section 3.4.

Ouracare reserves the right to deny any refund request that it determines, in its sole discretion, to be fraudulent, abusive, or inconsistent with the terms of this policy.

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7. Damaged Products & Replacements

7.1 Reporting Window for Damaged or Defective Products

Customers must inspect all orders immediately upon delivery. If a product arrives damaged or defective, the customer must notify our support team within seventy-two (72) hours of the confirmed delivery date by contacting info@ouracare-us.com. Reports submitted after this 72-hour window will not be eligible for resolution under this section.

When reporting a damaged or defective product, the customer must provide:

• Order number and proof of purchase.

• Clear photographs of the damage or defect.

• Photographs of the shipping packaging (both inner and outer packaging).

• A written description of the issue.

7.2 Resolution — Replacement

Upon verification of a legitimate damage or defect claim, Ouracare will, at its sole discretion, offer a replacement unit as the primary resolution. The determination of whether a product is defective rests solely with Ouracare. Cosmetic imperfections, minor variations in appearance, or issues resulting from normal wear and use do not constitute defects.

7.3 Mandatory Replacement Trial Period

If a replacement unit is issued, the customer must use the replacement product as directed for a minimum of thirty (30) consecutive days before becoming eligible to request a refund. The 30-day period begins upon confirmed delivery of the replacement unit. Refund requests made before the completion of this replacement trial period will be denied.

7.4 Refusal of Replacement

If a customer declines the replacement offer and requests a refund instead, Ouracare reserves the right to issue a partial refund equal to the product price minus the original shipping costs. By declining the replacement, the customer waives their right to a full refund for that order unless the replacement offer is withdrawn by Ouracare.

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8. Incorrect Orders

8.1 Reporting Requirements

If an incorrect item is received, the customer must notify our support team within seventy-two (72) hours of the confirmed delivery date. The same reporting requirements outlined in Section 7.1 apply. Reports submitted after this window may not be eligible for resolution.

8.2 Resolution

Upon verification of a fulfillment error, Ouracare will determine the appropriate resolution, which may include a replacement shipment, partial refund, store credit, or full refund, at our sole discretion. Return shipping for verified fulfillment errors will be covered by Ouracare.

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9. Chargebacks & Payment Disputes

Customers are strongly encouraged to contact Ouracare directly before initiating a chargeback or payment dispute with their bank, credit card company, or payment provider. We are committed to resolving concerns through direct communication.

Filing a chargeback or payment dispute without first contacting Ouracare and allowing a reasonable resolution period (minimum 10 business days) constitutes a violation of this policy. In the event a chargeback is filed, Ouracare reserves the right to:

• Contest the chargeback by providing all relevant transaction records, tracking data, delivery confirmations, communication logs, and proof of product delivery or usage.

• Immediately suspend the customer's account and deny any pending refund requests.

• Permanently ban the customer from making future purchases.

• Report the incident to fraud prevention databases and services.

• Pursue recovery of the disputed amount plus all associated chargeback fees, administrative costs, and legal fees through any lawful means, including collections or legal proceedings.

A chargeback filed for an order confirmed as delivered, or for an order where the customer has not completed the refund process outlined in this policy, may be treated as an act of fraud.

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10. Seasonal & Holiday Orders

Due to high demand during peak shopping seasons, the following additional terms apply to orders placed between November 15th and December 31st of any calendar year:

• Ouracare cannot guarantee delivery before any specific holiday, including Christmas, for orders placed after December 1st.

• Extended carrier transit times during the holiday season are not grounds for a cancellation, refund, or chargeback.

• Standard processing times (1–2 business days) may be extended during peak periods. Customers will be notified of any material delays.

• All standard return and refund policies remain in effect regardless of the time of year.

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11. EU & UK Consumer Rights

11.1 14-Day Withdrawal Right

Customers located in the European Union or United Kingdom are entitled to a 14-day withdrawal right under applicable consumer protection regulations (including but not limited to the Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013). This right allows the customer to withdraw from the purchase within fourteen (14) calendar days of receiving the product, without providing a reason.

11.2 Exercising the Withdrawal Right

To exercise the withdrawal right, the customer must notify our support team in writing via email at info@ouracare-us.com within the 14-day period. The notification must clearly state the customer's intention to withdraw from the purchase and include the order number.

11.3 Return Obligations Under Withdrawal

The customer is responsible for all return shipping costs when exercising the withdrawal right. The product must be returned in its original condition and packaging within fourteen (14) calendar days of notifying us of the withdrawal. Any reduction in the value of the product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product may be deducted from the refund.

11.4 Relationship to 90-Day Guarantee

The 14-day withdrawal right exists independently of Ouracare's 90-day satisfaction guarantee. EU and UK customers may choose to exercise whichever right is most favorable. However, the two rights cannot be combined, and exercising one constitutes a waiver of the other for the same order.

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12. Abuse of Policy

Ouracare monitors return and refund activity to protect the integrity of our policies. Patterns of behavior that suggest abuse of this policy—including but not limited to serial returns, repeated claims of non-delivery, multiple chargeback filings, or attempts to obtain both a refund and retain the product—may result in:

• Denial of current and future refund requests.

• Permanent suspension of the customer's account.

• Reporting to fraud prevention databases.

• Pursuit of legal remedies for recovery of losses.

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13. Limitation of Liability

To the fullest extent permitted by applicable law, Ouracare's total liability arising from or related to any order shall not exceed the total amount paid by the customer for that specific order. In no event shall Ouracare be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, lost profits, loss of data, personal injury, or property damage arising from the use or inability to use our products, regardless of the theory of liability.

Ouracare makes no warranties or representations regarding the results that may be obtained from the use of our products. Individual results may vary, and our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

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14. Severability

If any provision of this policy is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent.

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15. Governing Law & Jurisdiction

This policy shall be governed by and construed in accordance with the laws of the State of Wyoming, United States of America, without regard to its conflict of law provisions. Any dispute arising from or relating to this policy shall be subject to the exclusive jurisdiction of the state and federal courts located in Wyoming. By placing an order, the customer consents to the personal jurisdiction of these courts.

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16. Modification of Policy

Ouracare reserves the right to update, modify, or replace this policy at any time without prior notice. Changes become effective immediately upon posting to our website. It is the customer's responsibility to review this policy periodically. The version of this policy in effect at the time of the customer's order will govern that transaction.

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17. Contact Information

By placing an order with Ouracare, You acknowledge and agree to all terms outlined in this Cancellation & Refund Policy.