Refund Policy

14-Day Return Policy

We accept eligible return requests submitted within 14 days after the order is delivered.

Returns are accepted by mail only.

To qualify for a change-of-mind return, the item must be:

• Unused, clean, and in its original condition
• Returned with its original packaging, inserts, accessories, and protective materials
• Accompanied by proof of purchase

Items showing signs of use, wear, damage, contamination, or improper handling may not qualify for a change-of-mind return.

How to Request a Return

Before returning an item, contact us at team@theouri.com and include:

• Your order number
• The item you wish to return
• The reason for the return
• Relevant photographs, where applicable

Returns sent without prior approval may not be accepted.

Do not send products to the address shown on the original parcel unless we specifically instruct you to do so. After approving your request, we will provide the correct return address and return instructions.

Approved returns must be shipped within 7 days after the return instructions are issued.

Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Change of Mind or Customer Ordering Error

If you changed your mind, ordered the wrong product, selected the wrong item, or no longer want the product:

• You are responsible for the full cost of return shipping.
• OURI will not provide a prepaid return shipping label.
• The original shipping charge is non-refundable.
• We recommend using a tracked shipping service and keeping your shipping receipt, as we may be unable to process a refund for return parcels that are lost or damaged before they reach us.

Damaged or Defective Item

If an item arrives damaged or defective, and we approve the claim:

• OURI will be responsible for reasonable approved return shipping costs.
• We will provide a prepaid return shipping label where available or reimburse a reasonable return shipping cost that we approved in advance.
• In some cases, we may issue a replacement or refund without requiring the item to be returned.

Incorrect or Incomplete Order

If we sent the wrong item or your order arrived incomplete, and we approve the claim:

• OURI will be responsible for reasonable approved return or replacement shipping costs.
• We will provide a prepaid return shipping label where a return is required and where a prepaid label is available.
• If a prepaid label is not available, we may reimburse a reasonable return shipping cost that we approved in advance.

Please do not purchase return postage expecting reimbursement unless we have first confirmed the return and approved the shipping method and cost.

No Restocking Fee

We do not charge a restocking fee for any approved return.

This applies to both eligible change-of-mind returns and approved returns involving damaged, defective, incorrect, or incomplete items.

Damaged, Defective, Incorrect or Incomplete Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery whenever reasonably possible.

Please include photographs of:

• The product
• The outer packaging
• The shipping label
• All items received

After reviewing the claim, we may offer an appropriate remedy, including:

• Replacement
• Reshipment
• Partial refund
• Full refund

When the issue was caused by OURI or occurred during delivery, we will cover reasonable approved return or replacement costs. In some cases, returning the item may not be required.

The seven-day notification request helps us investigate the issue and submit carrier claims. It does not limit any mandatory consumer rights that apply to you.

Items Not Eligible for a Change-of-Mind Return

Unless required by applicable law, we cannot accept a change-of-mind return if:

• A personal-care tool has been used or opened and can no longer be safely resold
• The item shows signs of use, wear, contamination, or improper handling
• The item was damaged through misuse, improper storage, accidental damage, or failure to follow the provided instructions
• Original components, packaging, inserts, accessories, or protective materials are missing

These restrictions do not apply when an item is defective, damaged on arrival, misdescribed, incorrectly supplied, or otherwise protected by mandatory consumer law.

Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

The fastest option is to return the eligible item for a refund and place a new order.

If we supplied an incorrect, damaged, or defective item, we may arrange a replacement directly.

Order Cancellations

You may cancel your order within one hour after it is placed.

To request a cancellation or change, email team@theouri.com as soon as possible and include your order number. Requests submitted within the one-hour cancellation window will be honored, even if our response is delayed due to weekends or public holidays.

After the one-hour cancellation window has passed, please contact us as soon as possible. We will try to accommodate your request, but cancellation or changes cannot be guaranteed once the order has entered processing or has been dispatched.

After an order has been dispatched, it can no longer be canceled and must be handled in accordance with this Returns & Refund Policy.

Refused, Unclaimed or Undeliverable Parcels

If a parcel is returned because the customer:

• Provided an incorrect or incomplete delivery address
• Refused delivery without an approved product or delivery claim
• Failed to collect the parcel
• Failed to respond to customs or carrier requests
• Was unavailable after repeated delivery attempts

Non-refundable delivery, return, customs, or reshipping costs may be deducted from the refund or charged before the parcel is reshipped.

This does not apply when the delivery failure was caused by OURI or the carrier.

Refunds

We will notify you after the returned item has been received and inspected.

Approved refunds will be issued to the original payment method, generally within 10 business days after inspection, or sooner where required by applicable law.

Your bank or payment provider may require additional time to display the refund. If more than 15 business days have passed since we confirmed that your refund was issued, please contact us.

For approved change-of-mind returns:

• The product purchase price will be refunded.
• The original shipping charge will not be refunded.
• The customer remains responsible for the return shipping cost.
• If the original order qualified for free shipping, we will not retroactively deduct the original outbound shipping cost.

For approved claims involving an incorrect, damaged, defective, or incomplete order:

• OURI will cover reasonable approved return or replacement shipping costs.
• Applicable original standard shipping charges will also be refunded where appropriate.
• Expedited shipping upgrades may not be refundable unless required by applicable law.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or limits any consumer guarantee, cancellation right, refund right, or other legal protection that cannot lawfully be excluded under the laws applicable to the customer.

If this policy conflicts with mandatory local consumer law, the mandatory legal requirement will apply.

Contact Us

For return or refund enquiries, contact:

Email: team@theouri.com
Website: theouri.com

Please include your order number in all correspondence.