Refund Policy
Refund Policy
At ouralight, we offer a 30-day return policy. All items must be approved by our support team before the return will be accepted.
This policy allows our customers a 30-day window from receiving their item to request a return for a full refund.
To be eligible for a return and refund of an unwanted product, the item must be unused, and in the same condition as when you received it, including original packaging.
Please retain your proof of return postage in case your parcel gets lost during shipping.
Include your full name, address, and order number with your parcel.
Please note, return shipping costs for unwanted items are non-refundable at this time. Customers are responsible for paying the shipping cost to return the item.
If anything is unclear or if you need assistance, please reach out to our support team at support@ouralight.com.
Cancelled Orders
If you place an order and wish to cancel before it has shipped, we have a 6-hour cancellation policy.
Please contact our support team via email at support@ouralight.com and let us know you would like to cancel.
Our customer support team will process your refund, and the funds will be returned to your payment account within 3-5 working days. Please note that some payment methods or financial institutions may take longer to process the refund.
If you are concerned about the status of your refund, contact our support team, and we will provide proof of the refund from our shop.
Please note, once an order is in the shipping system, it cannot be cancelled. In this case, allow the delivery to take place, and then return the goods to our return address.
If a customer refuses delivery, the parcel will be disposed of by the courier, and we will not be able to process a refund.
Please contact our support team to initiate a return.
For further assistance, contact support@ouralight.com.
Damaged Goods / Missing Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This will help us quickly resolve the issue.
In cases of missing items, please notify us. For larger orders, multiple parcels may be sent. We will confirm with our warehouse team and check the weight of the parcel you received. Please provide clear photographic or video evidence for our review.
Please send visual proof, such as a photo or video of the damaged goods, to support@ouralight.com. Once confirmed as faulty, a full refund will be issued back to your original method of payment or a replacement will be sent.
Exchanges
For the fastest exchange service, please email us with 'EXCHANGE' in the subject line. Our team will check stock availability and send a replacement ASAP.
Refunds
We will notify you once we’ve received and inspected your return. Upon approval, you will be automatically refunded via your original payment method. Please allow 3-5 working days for your bank or credit card company to process the refund.
Parcels Returned to Sender / Not Picked Up by Customer
Due to the global increase in shipping charges, we are unable to re-deliver parcels that have been returned to sender or not picked up by the customer for the following reasons:
- Incorrect Address: If the customer entered an incorrect address and the parcel is returned to sender, it will be destroyed, as shipping companies do not bear the cost of returning parcels.
- Failed Delivery: If the customer was not available to receive the parcel, and the courier leaves a collection notice, it is the customer’s responsibility to pick up the parcel. If it is not collected within the grace period, the parcel will be marked as "returned to sender" and destroyed.
Lost or Stolen Parcels
If a parcel is lost or stolen, customers are eligible for a maximum gift card of $50 USD. To claim this, the local post office or last-mile courier must confirm that they have no record of the parcel in their system.