Refund & Return Policy

Last updated: 21 July 2026

We want the products in your bedroom to actually work. If they don't, this page tells you exactly how to send them back and what happens next. No hidden conditions, no fine print designed to make returning difficult.

The 60-night sleep trial

You have 60 nights from the day your order is delivered to decide whether an Ounora product is right for you.

Sleep products need real time to judge. You are welcome to actually use the product during the trial — sleep on the pillow, use the topper, wear the mask. We accept used items back during the 60-night trial. You do not need to keep the original packaging, and you do not need to send us photographs or explain your reasons.

What it costs you

Situation Who pays return shipping Restocking fee
You changed your mind, or the product isn't right for you You do None — ever
The item arrived faulty, damaged, or was the wrong product We do — we send a prepaid label None
The item fails within the 12-month warranty We do — we send a prepaid label None

We never charge a restocking fee under any circumstances. Original outbound shipping was free, so there is nothing to deduct from your refund.

How to start a return

  1. Email support@ounora.com with your order number and which item you'd like to return. You can also call us on +1 (302) 578-4529.
  2. We reply within 24 hours on business days with a return authorisation and the return address.
  3. Send the item back. If we're covering the cost, we email you a prepaid label — just print it and drop the parcel off.
  4. Once the item reaches our returns facility, we inspect it and issue your refund.

Please wait for the return authorisation before shipping anything back. Items sent without one can be delayed or go missing, and we can't refund what we can't identify.

When you get your money back

We issue refunds to your original payment method within 5–10 business days of receiving your return. Your bank or card issuer may take a few additional days to show the credit on your statement — that part is outside our control.

We refund the full price you paid for the returned item, including any tax charged on it.

The 12-month warranty

Every Ounora product carries a 12-month warranty from the date of delivery against manufacturing defects — seams that fail, foam that collapses, zips that break, electronics that stop working under normal use.

If a product fails within 12 months, email support@ounora.com with your order number and a short description. We'll replace the item or refund it, at your choice, and we pay return shipping.

The warranty covers manufacturing defects. It does not cover normal wear from years of use, accidental damage, stains, burns, tears caused by misuse, or damage from washing against the care instructions.

What we can't accept back

For health and hygiene reasons, and for your protection, we cannot accept returns of:

  • Items returned after the 60-night trial window has closed (unless covered by the 12-month warranty)
  • Items that have been damaged through misuse, alteration, or failure to follow the care instructions
  • Items that arrive back soiled or contaminated beyond ordinary use
  • Gift cards

What happens to returned products

We want to be straightforward about this: returned sleep products are never resold as new. Items returned during the sleep trial are either donated to local shelters and charitable partners where hygiene regulations allow, or responsibly recycled. That is the honest cost of offering a real trial, and we'd rather absorb it than resell something that has been slept on.

Damaged or wrong items

If your order arrives damaged or we sent the wrong thing, contact us within 7 days of delivery and we will make it right at no cost to you — replacement or full refund, your choice, with return shipping covered by us.

Cancelling an order

If you need to cancel or change an order, email us as soon as possible. We can usually amend or cancel any order that has not yet been dispatched. Once a parcel has left our facility it must be handled as a return.

Your statutory rights

Nothing in this policy limits or removes any rights you have under applicable consumer protection law. Where local law gives you stronger rights than this policy, those rights apply.

Questions about a return

A real person answers our support inbox. If anything here is unclear, ask us before you buy.

  • Company: Mercanty LLC (trading as Ounora)
  • Address: 1207 Delaware Ave #509, Wilmington, DE 19806, United States
  • Email: support@ounora.com
  • Phone: +1 (302) 578-4529
  • Support hours: Monday to Friday, 9:00 AM – 5:00 PM EST
  • Response time: within 24 hours on business days