Refund & Returns Policy
Last Updated: July 1st, 2026
At Oural USA, we are committed to providing quality skincare and bath products along with a positive shopping experience. Please review the following Refund & Returns Policy before making a purchase.
By placing an order through our website, you agree to this policy.
1. Return Eligibility
You may request a return if all of the following conditions are met:
- The return request is submitted within 30 calendar days of the delivery date.
- The product is unused, unopened, and in its original condition.
- The product remains in its original packaging with all labels and seals intact.
- Proof of purchase or a valid order number is provided.
- The item has not been altered or damaged after delivery.
Returns that do not meet these requirements may not be accepted.
2. Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned or refunded unless required by applicable law:
- Opened skincare products
- Opened bath products
- Opened soaps or personal care products
- Used or partially used items
- Gift cards
- Digital products (if applicable)
- Clearance or final sale items
- Promotional or complimentary items
- Customized or personalized products
3. Damaged, Defective, or Incorrect Orders
If you receive:
- A damaged product
- A defective product
- An incorrect item
- An item missing from your order
Please contact our customer support team within 7 days of delivery.
To help us resolve your request promptly, please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, if applicable
We will review your request and work with you to provide an appropriate resolution.
4. Return Authorization
Please do not send products back without first contacting our customer support team.
If your return request is approved, we will provide return instructions, including the appropriate return address and any additional requirements.
Unauthorized returns may be refused.
5. Refund Process
After your returned product is received and inspected, we will notify you of the outcome.
If your refund is approved:
- The refund will be issued to the original payment method used for the purchase.
- Processing times may vary depending on your payment provider or financial institution.
- Original shipping charges are generally non-refundable unless the return is the result of our error or otherwise required by applicable law.
6. Return Shipping Costs
Unless otherwise required by law, customers are responsible for return shipping costs.
We will cover return shipping costs only if:
- We shipped the wrong item.
- The product arrived damaged.
- The product was defective upon delivery.
- The return is due to an error on our part.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
7. Exchanges
We may offer exchanges for eligible products when inventory is available.
Exchange requests are subject to product availability and approval after inspection of the returned item.
If an exchange is unavailable, an approved refund may be issued instead.
8. Order Cancellations
Orders may only be canceled before they have entered processing or shipment.
Once an order has been processed or shipped, it cannot be canceled and will instead be subject to this Refund & Returns Policy.
9. Refused Deliveries
Orders refused at delivery or returned due to an incorrect or incomplete shipping address provided by the customer may be subject to applicable shipping and handling charges.
Any eligible refund will be processed after the returned package has been received and inspected.
10. Chargebacks
If you experience an issue with your order, we encourage you to contact our customer support team before initiating a payment dispute or chargeback.
Fraudulent or unauthorized chargebacks may be contested using order records, shipment tracking information, delivery confirmation, and transaction documentation.
11. Contact Us
If you have questions regarding returns, refunds, or exchanges, please contact our customer support team through our Contact Us page before returning any product.
We will provide the appropriate return instructions and assist you throughout the process.