Refund policy

This return and refund policy applies exclusively to orders purchased from the official OURELA website and is only valid for the purchasing country. Products bought from authorized distributors shall follow the distributor’s local after-sales rules, and all return or refund requests need to be consulted with the corresponding distributor.

Order Cancellation: Customers may submit order cancellation requests via email or phone within 24 hours after order placement.No refunds will be accepted once payment is confirmed. If the order has entered shipment or processing stages, cancellation requests will not be approved to protect operational rights.

Damaged & Lost Shipment: For lost, damaged, incorrect or incomplete products upon receipt, customers must provide valid video and photo proof and contact our support team immediately for verification and after-sales solutions.

Refund Process: Verified refunds will be processed within 14 working days after warehouse inspection.