Return & Exchange FAQs

This article contains answers to frequently asked questions related to returns and exchanges. We’ve broken it up into the following sections, to aid in your navigation:

Icon_Lowest_Heart_Rate_Indicator.png Return & Exchange Processes 

Icon_Lowest_Heart_Rate_Indicator.png Tracking 

Icon_Lowest_Heart_Rate_Indicator.png Refunds & Payment 

Return & Exchange Processes 

1. Icon_Arrow_Right__1_.png What’s Oura's return policy?

Icon_Lowest_Heart_Rate_Indicator.png Our mission is to ensure that each and every member of our Oura Community is fully satisfied with their experience, so for whatever reason, you may return your fully functional and undamaged Oura Ring within 30 days of receiving your original order (i.e., on the date of delivery) for a full refund or exchange. Shipping and handling charges are not refundable. Original orders are limited to one change in ring size, color, or style. This means you can return your original ring once for a refund, or exchange it once for a size, model, or color change.

2. Icon_Arrow_Right__1_.png How do I return my ring? 

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start a return in the United States can be found here.

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start a return in the European Union (EU) can be found here.

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start a return in Non-US and Non-EU countries can be found here. 

3. Icon_Arrow_Right__1_.png How do I exchange my ring? 

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start an exchange in the United States can be found here.

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start an exchange in the European Union (EU) can be found here.

Icon_Lowest_Heart_Rate_Indicator.png Step-by-step instructions on how to start an exchange in Non-US and Non-EU countries can be found here. 

4. Icon_Arrow_Right__1_.png Can I return or exchange my ring after I’ve already exchanged it once?

Icon_Lowest_Heart_Rate_Indicator.png According to Oura’s return policy, we allow only one return or exchange per original order. This means you can return your original ring once for a refund, or exchange it once for a size, model, or color change.

Icon_Lowest_Heart_Rate_Indicator.png Size, model, and color changes cannot be made after one exchange has already been completed. A return for refund after an exchange has already been is also not possible.

5. Icon_Arrow_Right__1_.png Can I still return my ring if I no longer have the original white box it arrived in?

Icon_Lowest_Heart_Rate_Indicator.png You can use any other suitable packaging to return your ring set—as long as the device is properly protected and kept secure while in transit.

6. Icon_Arrow_Right__1_.png Can I exchange my ring for one in a different price range?

Icon_Lowest_Heart_Rate_Indicator.png A direct exchange for a model in a different price range is not possible. In this case, you’ll need to return your ring for a refund, and proceed with a new purchase. FAQ #2 (see above) can guide you in how to start a return.

7. Icon_Arrow_Right__1_.png Can you send me a new ring before returning my current ring?

Icon_Lowest_Heart_Rate_Indicator.png According to Oura’s return policy, we must receive your original ring before we can place a new order. We cannot hold deposits on credit cards either. If you prefer to not go through this process, you can purchase a new ring on our website, then return your original ring for a refund. Please note, shipping and handling fees are non-refundable.

8. Icon_Arrow_Right__1_.png Can you send a sizing kit before I decide which size I'd like to exchange my ring for?

Icon_Lowest_Heart_Rate_Indicator.png With the purchase of an Oura Ring, you’ll be sent a complimentary sizing kit to help you find your best fit. If due to some error you did not receive a sizing kit as part of your original purchase, please send us a message here.

9. Icon_Arrow_Right__1_.png Can you send an exchange ring to a different address/recipient?

Icon_Lowest_Heart_Rate_Indicator.png Yes, we can send an exchange ring to a different address as long as it’s within the same country.

Icon_Lowest_Heart_Rate_Indicator.png If you’re looking to send an exchange ring to a different country, you’ll need to return the original ring (using guidance included in FAQ #2), and place a new order.

10. Icon_Arrow_Right__1_.png Can I return or exchange a charger?

Icon_Lowest_Heart_Rate_Indicator.png Yes. Charger returns and exchanges follow the same protocol as ring returns and exchanges. Please follow the guidance included in FAQ #2 and #3 to arrive at next steps for how to start a return or exchange, given your location.

11. Icon_Arrow_Right__1_.png Can I still return my ring for a refund or exchange if I don’t have the original order number (e.g. received as a gift)?

Icon_Lowest_Heart_Rate_Indicator.png If we cannot locate your order number, we won’t be able to process a request for return or exchange. To help us to identify the order number, you can provide the email address used to place the original order, your current ring model, and size. If this was a gift, the email address would likely belong to the person who placed the order on your behalf.

Icon_Lowest_Heart_Rate_Indicator.png If you’d like to return a gifted ring, please note we can only credit the original payment method.

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Tracking 

1. Icon_Arrow_Right__1_.png Why does Oura need me to provide my tracking number?

Icon_Lowest_Heart_Rate_Indicator.png The tracking number helps us to follow up on the delivery status and to expedite the completion of your refund or exchange.

2. Icon_Arrow_Right__1_.png What if I don’t have a tracking number?

Icon_Lowest_Heart_Rate_Indicator.png We recommend you purchase tracking services for your protection and to also save the shipping receipt for your records. Only items received by our warehouse can be credited. Oura is not responsible for items lost in transit. Your return cannot be processed until the item is received and checked in at our facilities. The absence of the tracking number may delay completion of your request.

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Refunds & Payment 

1. Icon_Arrow_Right__1_.png How long does it take for a return or exchange to be processed?

Icon_Lowest_Heart_Rate_Indicator.png Once your item has been received, it takes our team between 5-10 days for refund or exchange processing. You’ll receive a confirmation email once full processing is complete.

2. Icon_Arrow_Right__1_.png Can you hold deposits on credit cards?

Icon_Lowest_Heart_Rate_Indicator.png Unfortunately, we can't hold deposits on credit cards.

3. Icon_Arrow_Right__1_.png Do I need to pay for an exchange ring shipment?

Icon_Lowest_Heart_Rate_Indicator.png If you’re exchanging your ring, a new ring will be shipped to you free of charge.

4. Icon_Arrow_Right__1_.png Can you issue a refund to a different card or bank account?

Icon_Lowest_Heart_Rate_Indicator.png All returns will be credited to the original method of payment. We cannot refund to another card or bank account.

5. Icon_Arrow_Right__1_.png What if I don’t see a refund transaction on my account?

Icon_Lowest_Heart_Rate_Indicator.png Please allow a few banking days for the refund to show on the account you made your purchase with. We also recommend checking the refund with your bank. You can also send us a message if you were unable to identify the refund transaction within a week of receiving your confirmation email from our team.

6. Icon_Arrow_Right__1_.png I lost the charger/ring, can I return the remaining item for a refund?

Icon_Lowest_Heart_Rate_Indicator.png If the order was placed for a ring set (Oura Ring + charger), we aren’t able to accept a partial return, or issue a partial refund from a full set order.

Icon_Lowest_Heart_Rate_Indicator.png However, if you decide to continue using the ring, you can purchase a new charger from our website here.

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