Refund policy
OCURÉL RETURNS & REFUND POLICY
Last updated: May 2026
Our 45-Day Satisfaction Guarantee
We stand behind Ocurél completely. If you use your heated eye mask consistently for 45 days and it hasn't made a meaningful difference to how your eyes feel, we'll refund your purchase in full — no lengthy explanations required.
To request a refund under our satisfaction guarantee, email us at hello@ocurel.com within 45 days of your delivery date. Include your order number and a brief note about your experience.
Refund amount: Full product purchase price. Return shipping: You are responsible for the cost of returning the product to us. We recommend using a tracked shipping service as we cannot be responsible for items lost in transit. Condition: The mask must be returned in a reasonable condition. Normal use wear is expected and accepted. Processing time: Refunds are processed within 5–7 business days of receiving your return.
Statutory Rights — UK and EU Customers
In addition to our satisfaction guarantee, customers in the United Kingdom and European Union have statutory rights under the Consumer Rights Act 2015 (UK) and the EU Consumer Rights Directive.
14-day right of withdrawal: You have the right to cancel your order within 14 days of receiving your product without giving any reason. To exercise this right, notify us at hello@ocurel.com within 14 days of delivery.
Return shipping within statutory period: For cancellations under the 14-day statutory right of withdrawal, you are responsible for the cost of return shipping unless the product arrives damaged or faulty, in which case we will cover return shipping costs.
Faulty or not as described: If your product is faulty, damaged on arrival, or materially different from its description, you are entitled to a full refund or replacement at no cost to you, including return shipping. Notify us within 30 days of delivery for an immediate full refund, or within 6 months for a repair or replacement.
Your statutory rights are not affected by our satisfaction guarantee. They exist in addition to it.
Australian Customers
Customers in Australia have rights under the Australian Consumer Law (ACL) that cannot be excluded.
If a product has a major failure — it is faulty, unsafe, not fit for its described purpose, or significantly different from its description — you are entitled to your choice of a refund, replacement, or repair.
If a product has a minor failure, we may choose to repair or replace it rather than offer a refund.
These rights apply regardless of our satisfaction guarantee policy. To exercise your ACL rights, contact us at hello@ocurel.com with your order number and details of the issue.
Damaged or Faulty Products
If your Ocurél mask arrives damaged or develops a fault within the 12-month warranty period, email us at hello@ocurel.com with:
- Your order number
- A clear photo of the damage or fault
- A brief description of the issue
We will send a replacement at no cost to you. We do not require you to return damaged or faulty products unless specifically requested.
Items Not Eligible for Return
The following are not eligible for return or refund under our satisfaction guarantee (statutory rights still apply):
- Products returned more than 45 days after delivery
- Products that have been deliberately damaged
- Products where the customer has changed their mind and the 14-day statutory withdrawal period has expired (UK/EU customers only)
- Free gifts included with bundle purchases (silk sleep masks) — these are not eligible for separate return or refund
How to Start a Return
- Email hello@ocurel.com with your order number and reason for return
- We will respond within 1 business day with return instructions and our return address
- Ship the product back using a tracked service (at your expense unless the product is faulty)
- Once received, we will process your refund within 5–7 business days
- Refunds are issued to your original payment method
Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return your original order for a refund and place a new order.
Questions
For any returns, refund, or warranty questions contact us at hello@ocurel.com. We respond within 1 business day.