Return & Exchange

Return & Exchange Policy

We want you to feel confident when shopping with us. If you are not satisfied with your order, please contact us first so we can review your request and provide the correct return instructions.

Return Conditions

We accept return requests within 30 days after your order has been delivered, based on the tracking information.

To be eligible for a return, the item must meet the following conditions:

• The item must be unused, unworn, unwashed, and in good condition.
• The item must be returned with its original packaging, tags, accessories, and any included items.
• The item must not be damaged, altered, stained, or show signs of use.
• The return request must be approved by our customer service team before the item is sent back.

Please do not send any item back without contacting us first. Returns sent back without prior approval may not be accepted.

Defective, Damaged, or Wrong Items

If you receive a defective, damaged, or incorrect item, please contact us within 30 days of delivery at contact@mail.ocuora.com.

To help us review your case quickly, please include the following information in your email:

• Your order number
• Your full name
• A brief description of the issue
• Clear photos or videos showing the problem
• Photos of the original packaging, if applicable

Please keep the original product packaging until your issue has been resolved. After reviewing your request, we will provide further instructions regarding a replacement, refund, or other available solution.

Non-Returnable Items

We may not accept returns in the following situations:

• The item has been used, worn, washed, damaged, altered, or stained.
• The item is missing original packaging, tags, accessories, or included items.
• The return request is made more than 30 days after delivery.
• The item was sent back without contacting us first.
• The item was damaged due to improper use, care, or handling by the customer.

Return Process

1. Contact us first.
   Please email us at contact@mail.ocuora.com with your name, order number, and reason for return.
2. Wait for return instructions.
   Our customer service team will review your request and provide the correct return address and instructions if your return is approved.
3. Pack your item carefully.
   Please place the item in its original packaging and make sure all included items are returned together.
4. Ship the package.
   After shipping your return, please send us the tracking number and tracking website so we can follow the return status.
5. Return inspection.
   Once we receive your return package, we will inspect the item and notify you by email whether your refund has been approved or rejected.

Refunds

If your return is approved, your refund will be processed to your original payment method. Please allow up to 10 business days for the refund to be issued after approval.

Please note that it may take additional time for your bank or credit card provider to post the refund to your account.

Original shipping fees are non-refundable unless the refund is due to a confirmed defective, damaged, or incorrect item.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at contact@mail.ocuora.com.

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need to request an exchange for the same item, please contact us at contact@mail.ocuora.com with your order number and clear photos of the issue.

Exchange availability may depend on product stock. If the same item is unavailable, we may offer a refund or another suitable solution after reviewing your request.

Return Shipping

Customers are responsible for return shipping costs unless the return is caused by a confirmed defective, damaged, or incorrect item.

Return shipping costs are non-refundable. We recommend using a trackable shipping service when returning your item. If your return package is lost during transit, we may not be able to process your refund.

If you are returning an item valued over $75, we recommend purchasing shipping insurance or using a reliable trackable shipping service.

Important Notes

• Please contact us before sending any return package.
• Please do not send returns to the address on the shipping label unless our customer service team confirms it.
• The time required for an exchanged item to reach you may vary depending on your location and shipping carrier.
• We reserve the right to reject returns that do not meet the conditions listed in this policy.

If you have any questions about returns, refunds, or exchanges, please contact us at contact@mail.ocuora.com.