Return Policy

How do I start a return or exchange?

Sorry your products didn't work out for you! We offer stress-free & easy returns or exchanges within 45 days of your purchase. 

You can find our returns portal and all instructions on how to process your return here: https://returns.theouai.com/

Can I combine my returns using one label?

We please ask that you refrain from combining returns from multiple orders into a single package, as each return label is created specifically for the items in each order. Returns will only be approved when requested through the return portal here:  https://returns.theouai.com/

I purchased from a separate retailer, can I still get a refund?

Unfortunately, we are unable to provide refunds for OUAI products purchased at other retailers. Only products purchased through theOUAI.com website may be returned for a refund. 

Why did I receive an instant voucher instead of a refund?

After submitting a return request, customers are issued an automatic Refund Voucher code via email. This voucher code is available for immediate use on theouai.com.

If you don't use the instant Refund Voucher, no additional actions are required from you--after 3 days your refund will automatically be processed back to your original payment method.

How will I be provided a shipping label? 

Your prepaid return shipping label will be emailed to the email address you placed your order yet. We encourage you to use the provided shipping label, as it easily tracks your return and refund. We are unable to reimburse return shipping costs if you do not use the provided prepaid label. To assist with a timely refund, if you choose not to use our prepaid return label, please provide the return tracking number and shipping company name to our service team at [e-mail]. 

As always, if you have any questions during the process, feel free to reach out to us at [e-mail].