Refund policy

At Ounora, we want you to feel confident with every purchase. Please review our return, refund, and damaged item policy below before submitting a request.

Contact Us

Our Customer Support team is available and aims to respond within 24 hours.

Email: support@ounora.com

To help us process your request faster, please include the following in your email:

  • Your order number

  • Your full name

  • The email address used for the purchase

  • A clear explanation of your issue or concern

Please note that some unrelated companies may pose as similar brands online. If we are unable to locate your order in our system, it may have been placed through another website not affiliated with Ounora.

Return Eligibility

You may request a return within 60 days from the date your order was delivered.

To qualify for a return:

  • The product must be unused

  • The product must be in its original and complete packaging

  • The return request must be approved by our support team before the item is sent back

Please note:

  • Used products are not eligible for return

  • Products that do not suit your personal skin type, condition, or other individual factors are not eligible for a refund

If your item meets the above conditions, email us at support@ounora.com with:

  • Your order number

  • The email used to place the order

  • The product you want to return

  • The reason for the return

Once your request is reviewed and approved, we will send you a confirmation email with return instructions.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery.

Email: support@ounora.com

To speed up the process, please use this format:

Subject line:Damaged or Defective ProductOrder No.:Full Name:Email Address:Description: Please include a short explanation along with clear photos or, preferably, a video of the damaged or defective item.

Once verified, we will arrange a replacement as appropriate.

Return Shipping Costs

The customer is responsible for the cost of return shipping.

This applies regardless of whether:

  • The item was damaged during transit

  • The product did not work as expected

  • The item is being returned for any other approved reason

We strongly recommend using a trackable shipping method, as Ounora is not responsible for returned items lost in transit.

Non-Refundable Items

The following are non-refundable:

  • Shipping fees, where applicable

  • Expedited processing fees

  • Consumable or personal-use items such as gels, creams, serums, sticky pads, makeup, and similar products

Please note: if a product eligible for return was sold together with consumable items, the return may not be accepted if it is considered incomplete or too partial. For clarification, contact us at support@ounora.com.

How to Return Your Item

Once your return request is approved, we will email you the return instructions.

Important:

  • Do not send any item back without contacting our support team first

  • We do not provide prepaid return labels

  • Customers are responsible for sending approved returns back to us

Refund Processing

After your returned item is received and inspected, we will notify you by email whether your refund has been approved or rejected.

To be eligible for a refund after inspection, returned items must be:

  • In good condition

  • Complete with any included manuals, accessories, or original components

If approved, your refund will be issued for the product price paid, less any applied discounts and any shipping charges.

Late or Missing Refunds

If you have not yet received your refund, please follow these steps first:

  • Check your bank account again

  • Contact your credit card provider, as processing times may vary

  • Contact your bank, as refunds can take several business days to appear

If you have completed all of the above and still have not received your refund, please contact us at support@ounora.com.

Policy Updates

Ounora reserves the right to update or modify this Return & Refund Policy at any time without prior notice.

Thank you for choosing Ounora. We appreciate your trust and are committed to providing a smooth and supportive customer experience.

For any questions, please contact us at support@ounora.com.

Here’s a slightly more brand-clean Shopify version too, if you want to paste something more polished on your store:

Ounora Returns & Refunds

We want you to love your Ounora order. If you need help with a return, refund, or damaged item, our support team is here to assist.

Contact email: support@ounora.com

Return Window

You may request a return within 60 days of delivery.

Return Requirements

To be eligible for a return:

  • The item must be unused

  • The item must be in its original packaging

  • Your return must be approved by our support team before being sent back

Used products are not eligible for return. Products that are incompatible with your individual skin type or personal condition are also not eligible for refund.

How to Request a Return

Please email support@ounora.com and include:

  • Your order number

  • Your full name

  • The email used for the order

  • The item you want to return

  • The reason for the request

Once approved, we will send return instructions by email.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 7 days of delivery. Please include your order number, full name, email address, and clear photo or video evidence.

Return Shipping

Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we are not responsible for items lost during return transit.

Non-Refundable Items

We do not refund:

  • Shipping fees

  • Expedited processing fees

  • Consumable or personal-use items such as creams, gels, serums, sticky pads, makeup, or similar products

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method, less any discounts and shipping charges.

Missing Refunds

If your refund has not appeared yet, please check with your bank or card provider first. Processing times can vary. If you still need help, contact support@ounora.com.

Policy Changes

We may update this policy at any time.