How do I make a return? 

You can email hello@ouragami.org within 30 days from the date of purchase to request a return. Please see below for more information regarding our conditions and policies.

Are there conditions for returns and exchanges? 

Yes. All non-mask items must be unused, unworn, and unwashed with the tag attached. Your return must be made 30 days from the date of purchase. Hygienic products (e.g. OURA Air Masks) can only be returned unopened and within the original packaging. If you have already opened the package and are still interested in returning the product, please email hello@ouragami.org and we will try our best to support you on a case by case basis.

Please note that all international orders are ineligible for returns or refunds.

How long does it take to receive my refund? 

Refunds are processed within about 7 business days. Please note that banks may require additional time to process and post the transaction so the funds may not show up until your credit card’s next billing cycle. The balance will always be returned to the original card.

If you are returning an item for a refund, we estimate the entire process to be 15-20 business days for shipping and processing. Your refund will be issued after we receive your returned order.

What is your return policy? 

If you are not 100% satisfied with one of our products, you may request a return within 30 days of purchase. After 30 days, we will consider any items for return that are defective due to materials or craftsmanship. Please include your proof of purchase with the products you wish to return or exchange and include it in your package of returned item(s). We will reimburse the original cost through your original method of payment or as a merchandise credit. To protect our customers and ensure that we handle every return or exchange with reasonable fairness, we cannot accept a return or exchange (even within one year of purchase) in certain situations, including:

• • Products damaged by misuse, abuse, improper care or negligence, or accidents (including pet damage)
• • Products showing excessive wear and tear
• • Products damaged due to fire, flood, or natural disaster
• • Products with a missing label or label that has been defaced
• • Products that have been soiled or contaminated
• • Hygienic products that have been opened