Refund & Return Policy
Last updated: 29 August 2026
The 100-Night Trial
You have 100 nights from the date your order is delivered to decide whether Ounora Pro is right for you. If it isn't, send it back for a full refund.
- Use it. Items that have been opened and used are still eligible for return. That is the entire point of a trial — you cannot judge a sleep product without sleeping with it.
- No original packaging required. You do not need the box it arrived in.
- No photos or explanation required for a change-of-mind return.
- No restocking fee, ever.
How to start a return
- Email support@ounora.com within your 100-night window with your order number and what you would like to return.
- We reply within 24 hours on business days with return instructions and the correct return address.
- Send the item back. Once it reaches us, we refund you.
Please email us before sending anything back. Returns posted to our Wilmington business address without instructions cannot be processed.
Who pays for return shipping
- Change of mind: you pay return shipping. We confirm the address when you contact us.
- Faulty, damaged, incorrect, or a warranty claim: we pay. We email you a prepaid return label at no cost.
Refunds
Once your return reaches us we refund the full purchase price to your original payment method within 5–10 business days of receipt. Your bank may take a few additional days to display the funds.
Outbound shipping was free, so nothing is withheld from your refund for delivery.
Damaged or incorrect items
If something arrives damaged, defective, or is not what you ordered, email support@ounora.com and we will replace or refund it in full and cover return shipping. Photos help us resolve it faster but are not a condition of your refund.
Cancelling an order
If your order has not yet shipped, email us and we will cancel it and refund you in full. Once it has shipped, the 100-Night Trial applies instead.
12-month warranty
Ounora Pro carries a 12-month warranty from the date of delivery against manufacturing defects. If the device fails through normal use within that period, we repair or replace it free of charge and cover shipping both ways.
The warranty does not cover accidental damage, water damage beyond the product's rated use, unauthorised modification, or normal wear of consumable parts. It is in addition to, and does not limit, your rights under applicable US consumer law.
Consumable and included items
If your order included consumable supplies, you may keep any partially used supplies when returning the main device — we do not deduct their value from your refund. Complete, unopened supply packs should be returned with the device.
What happens to returned items
Returned personal-use sleep products are never resold. Devices are recycled and, where a returned item is unopened and eligible, it is donated.
Exceptions
We cannot accept returns on items reported after the 100-night window has closed, or on products not purchased directly from ounora.com. If you bought from a third-party seller, please contact them — we cannot verify or refund those orders.
Contact us
Mercanty LLC (trading as Ounora)
1207 Delaware Ave #509, Wilmington, DE 19806, United States
Email: support@ounora.com
Phone: +1 (302) 578-4529
Support hours: Monday–Friday, 9:00 AM – 5:00 PM EST