Refund policy

Refund and Returns Policy

Last updated: April 27, 2026

We want every OcuraLife customer to feel confident in their purchase. This Refund and Returns Policy explains your rights to return a product, the conditions that apply, and how refunds are processed. By placing an order on ocuralife.com, you agree to the terms outlined below. This policy is in addition to our Shipping Policy, Purchase Options Cancellation Policy, and the statutory rights described in Section 11.

1. 90-Day Money-Back Guarantee

OcuraLife offers a 90-day money-back guarantee on most products. If you are not satisfied with your purchase, you may initiate a return within 90 days of receiving your order and, subject to the eligibility conditions in Section 3 and the inspection process in Section 5, receive a refund of the product price.

The 90 days begin on the date your order is marked as delivered by the carrier. The deadline applies to when you initiate the return request, not when the product arrives back at our warehouse.

2. How to Initiate a Return

To start a return, email us at support@ocuralife.com with the subject line "Return Request" and include:

  1. The full name on the order.
  2. The email address used at checkout.
  3. Your order number.
  4. The item or items you wish to return.
  5. A short description of the reason for the return.

Our team will review your request, confirm eligibility, and email you a Return Authorization (RA) along with the return address and any specific instructions for your order.

Do not ship a return before receiving an RA. Returns sent without prior authorization may be refused at the warehouse and may not be eligible for a refund.

Once your RA is issued, your return must be shipped and in transit within 14 days. Returns shipped after that window may be rejected.

3. Return Eligibility by Product Type

3.1 Plasma Pen and Devices

The Ocura Plasma Pen and other devices (Slimmex, Clear Visage, LED Mask, Mini Fascia Massage Gun, EMS Massager, Recovery Mask) are eligible for return whether unused or used, provided the device is in good working condition with normal wear and tear.

A device that has been dropped, cracked, water-damaged, or otherwise physically damaged beyond normal use is not eligible for refund. Damaged devices may instead qualify for a warranty claim under Section 10.

3.2 Topical and Skincare Products

Topical products (Numbing Cream, Healing Patches, SPF 50, Recovery Cream, Probiotics Cream, Peptide Serum, Collagen Mask, Hypochlorous Spray, DualAction Oil, Revive Spray, Varicose Repair Cream, and similar) are eligible for return only if they are unopened, unused, and in their original sealed packaging. Once a topical product has been opened, it is no longer eligible for refund for hygiene and safety reasons.

3.3 Bundles and Sets

Bundle products (Plasma Pen Ultimate Bundle, Slimmex Anti-Cellulite Kit, Recovery Set, Skin Essential Trio, Ultimate Care Package, and similar) are returned on an all-or-nothing basis. To receive a refund, the entire bundle must be returned with all original components included. Partial bundle returns are not accepted.

3.4 Subscription Orders

Products purchased through a Subscribe & Save subscription are subject to the same 90-day money-back guarantee as one-time purchases. Cancelling your subscription does not require a return; see the Purchase Options Cancellation Policy for details. Returning a specific subscription shipment for refund follows the standard process described in this policy.

3.5 Final Sale Items (Not Eligible for Return)

The following items are considered final sale and are not eligible for return or refund:

  1. Opened single-use needle tips and consumables. For hygiene and safety reasons, opened sterile components cannot be returned.
  2. Opened topical or skincare products. As described in Section 3.2.
  3. Digital products. This includes the Professional Plasma Guidebook, the Hormonal Balance E-Book, and any other downloadable content. Digital products are non-refundable once delivered.
  4. Bonus or promotional items. Items provided as a free bonus with a purchase, including digital products, are not eligible for refund regardless of how they appear on your order invoice.
  5. Items explicitly marked as "Final Sale" at the time of purchase, including products sold during designated promotional windows (such as Black Friday, Cyber Monday, or other limited-time sales) where the listing clearly states "Final Sale."

4. Return Shipping

The customer is responsible for the cost of return shipping. Original shipping fees and any order protection fees are non-refundable.

We recommend using a trackable shipping service with delivery confirmation. OcuraLife is not responsible for return packages that are lost, damaged, or delayed in transit. If you choose a carrier or shipping method other than what we recommend, please email us the tracking number once you have shipped your return.

International return shipping (from outside Canada to our Saint-Jean-sur-Richelieu warehouse) is also the responsibility of the customer. Customers are responsible for any export duties, customs documentation, or fees imposed by the origin country on outbound returns.

5. Inspection, Restocking, and Refund Calculation

Once your return arrives at our warehouse, our team will inspect the package within 10 business days to confirm:

  1. The product matches the items on the Return Authorization.
  2. All original packaging, instructions, and accessories are included.
  3. The product is in good working condition with only normal wear and tear.
  4. No components are missing, dirty beyond cleaning, or damaged.

If the return passes inspection, a full refund of the product price will be issued to your original payment method.

If the return is incomplete, includes missing components, or arrives in a damaged condition that goes beyond normal wear and tear, a flat 15% restocking fee will be deducted from your refund. We will email you to explain the deduction and itemize what was found before issuing the refund.

In rare cases where damage to a returned device or product is severe (for example, a cracked or non-functional Plasma Pen, or a topical product returned opened), the return may be rejected entirely and no refund issued. We will contact you with photos before making this determination, and you will have the option to have the product shipped back to you at your expense.

6. Refund Timeline and Method

Refunds are processed within 10 business days of the return passing inspection. After processing, refunds typically appear on your original payment method within an additional 7 to 10 business days, depending on your bank or card issuer.

Cash refunds are issued exclusively to the original payment method used at checkout. We cannot refund to a different card, account, or payment method.

6.1 Store Credit Option (with 10% Bonus)

Instead of a cash refund to your original payment method, you may choose to receive your refund as OcuraLife store credit with an automatic 10% bonus added to the refund amount. For example, a $79.99 cash refund becomes $87.99 in store credit.

OcuraLife store credit:

  1. Can be used toward any future purchase on ocuralife.com.
  2. Does not expire.
  3. Is non-transferable and is tied directly to your customer account.
  4. Is issued within the same 10 business day processing window described in Section 6.
  5. Cannot be exchanged back to cash once issued.

To choose store credit instead of a cash refund, simply mention "store credit" in your return request email, or reply to our team when we email you about your refund. The 10% bonus is automatic and applies to the product price refund only (it does not extend to non-refundable charges in Section 6.3).

This option is entirely optional. You always retain the right to a cash refund to your original payment method. Customers in the European Union and the United Kingdom retain their statutory right to a cash refund under Section 11.

6.2 Subscription, Shop Pay, and Shop Pay Installments Refunds

For orders paid via Shop Pay's standard checkout, refunds are returned to the saved payment method on file. For orders paid via Shop Pay Installments, refunds are returned to the third-party lender (currently Affirm), who will adjust your installment balance and refund any payments you have already made, in line with their terms. See the Purchase Options Cancellation Policy for details. The store credit option in Section 6.1 is also available for these orders.

6.3 Non-Refundable Charges

The following are not refundable under any circumstances:

  1. Original shipping costs paid at checkout.
  2. Order protection or shipping insurance fees.
  3. Return shipping costs paid by the customer.
  4. Any customs duties, taxes, or import fees paid to a destination country.

7. Damaged in Transit

If your order arrives with packaging damage, broken items, or missing items, please contact us within 7 days of delivery at support@ocuralife.com. To process a replacement or refund, we will need:

  1. Photos of the damaged outer packaging (the box or mailer as it arrived).
  2. Photos of the shipping label clearly showing the carrier and tracking number.
  3. Photos of the damaged or missing items (or the inside of the package showing what was missing).
  4. Your order number.

Once we receive the photos, we will review your claim and, if approved, ship a replacement at no additional cost or issue a refund. Please retain all original packaging until the claim is resolved.

8. Delivered, Not Received

If the carrier has marked your package as "Delivered" but you have not received it, please:

  1. Check with neighbors and household members.
  2. Look around your property, including porches, garages, and side entrances.
  3. Contact your local post office or carrier with the tracking number.
  4. File a missing-mail claim with the carrier.

For packages confirmed as delivered by the carrier, OcuraLife will not issue a cash refund. We may, at our discretion, ship a one-time replacement order. Future deliveries to the same address may be required to use a more secure shipping method (such as signature-required delivery), at our discretion.

9. Defective Products

If a product is defective on arrival or fails within the warranty period due to a manufacturing defect, please contact us at support@ocuralife.com with:

  1. Your order number.
  2. Photos or a short video of the defect.
  3. A description of when the issue first occurred.

Defective products are handled under the warranty terms in Section 10 rather than the standard return process. We will repair, replace, or refund the product at our discretion, in line with the warranty.

10. Warranty

All OcuraLife devices purchased directly from ocuralife.com or from an authorized third-party retailer are covered by a 1-year limited warranty against manufacturing defects. The warranty does not cover damage caused by misuse, accidents, unauthorized modifications, or normal cosmetic wear.

To initiate a warranty claim, email support@ocuralife.com with proof of purchase (order number or receipt) and a description of the defect.

11. EU and UK Statutory Withdrawal Rights

If you are a consumer based in the European Union or the United Kingdom, you have a statutory right of withdrawal under the EU Consumer Rights Directive (Directive 2011/83/EU) and equivalent UK regulations. This right exists independently of, and in addition to, the 90-day money-back guarantee described in Section 1.

Under your statutory right of withdrawal:

  1. You may cancel your purchase within 14 calendar days of receiving your order, for any reason, without providing justification.
  2. To exercise this right, email us at support@ocuralife.com with a clear statement of your decision to withdraw, your order number, and your name.
  3. Following withdrawal, you must return the goods to our warehouse within 14 days. The cost of return shipping is the responsibility of the customer.
  4. Your refund, including standard outbound shipping costs paid at checkout, will be issued within 14 days of either the day we receive the returned goods or the day you provide proof of return shipment, whichever is earlier.
  5. Statutory withdrawal does not apply to sealed goods that have been opened and that are not suitable for return for hygiene or health reasons (this includes opened topical products, opened needle tips, and similar items). It also does not apply to digital content already delivered.

If you choose to use the 90-day money-back guarantee in Section 1 instead of the 14-day statutory right, that policy applies. You do not lose your statutory rights by purchasing from a non-EU seller.

12. Purchases from Authorized Retailers

If you purchased an OcuraLife product from an authorized third-party retailer or reseller (rather than directly from ocuralife.com), your return must be initiated with that retailer in line with their return policy. We are not able to accept returns or process refunds for orders we did not fulfill.

Warranty claims for products purchased from authorized retailers are still handled by OcuraLife under Section 10, with proof of purchase from the retailer.

13. Returns Address

After your Return Authorization is issued, please ship the return to:

OcuraLife Returns RMDSD INC 413 rue Savard Saint-Jean-sur-Richelieu, Québec J2W 1Y5 Canada

Please include the Return Authorization number on the outside of the package and inside, on a slip of paper, along with your order number.

14. Contact Us

For any questions about this Refund and Returns Policy, or to start a return:

  • Email: support@ocuralife.com
  • Hours: Monday to Friday, 9:00 AM to 5:00 PM EST
  • Response time: Within 24 hours

If you do not receive a response within 24 hours, please reply to your original message and we will prioritize your request.

OcuraLife reserves the right to update this Refund and Returns Policy at any time. Material changes will be reflected with an updated "Last updated" date. This policy does not affect the statutory rights of consumers under applicable national or regional law.