Refund policy

At Uraona™, we strive to provide high-quality products and excellent customer service. To ensure transparency, we have outlined our return and refund policy below. Please read carefully before making a purchase.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return. However, please note that we do not accept returns or provide refunds for any opened or used products under any circumstances.

Return Eligibility Requirements:

To qualify for a return, all of the following conditions must be met:

  • The product must be unopened and unused.

  • The product must be in its original packaging with all seals intact.

  • You must provide a receipt or proof of purchase.

  • The return request must be initiated within 30 days of delivery.

If your return meets the above conditions, you may initiate the process by contacting us at infouraona@gmail.com. If approved, we will provide a return shipping label along with instructions on how to proceed.

⚠ Important: Returns sent without prior approval will not be accepted.

Non-Returnable & Non-Refundable Items

For hygiene, safety, and policy reasons, the following items are strictly non-returnable and non-refundable:

1. Opened or Used Products

  • Once a product has been opened, used, or tested, it cannot be returned or refunded.

  • We are not responsible for dissatisfaction with a product that has been tried or used.

  • All sales are final once the product has been opened.

2. Shipping Protection Product (Non-Refundable)

  • Our Shipping Protection Product is a digital service that safeguards your order.

  • This service is non-refundable under any circumstances, as it is a one-time digital purchase for protection against loss, damage, or theft.

3. Other Non-Returnable Items

  • Sale items or discounted products

  • Gift cards or store credits

  • Personalized or custom orders (including engraved or customized items)

  • Hazardous materials that cannot be shipped back

Damaged or Defective Items

We take product quality seriously and carefully inspect all items before shipping. However, if your item arrives damaged or defective, we will work to resolve the issue.

To report a damaged or defective item:

  1. Inspect your package immediately upon delivery.

  2. If damage or defects are found, email infouraona@gmail.com with:

    • A photo of the damaged or defective item

    • A photo of the packaging (if applicable)

    • Your order number and full name

  3. We will review your case and offer a replacement or store credit, depending on the situation.

⚠ Note: Damage claims must be reported within 7 days of receiving the order. Claims submitted after this period may not be eligible for replacement.

European Union Return Policy

For orders shipped to the European Union, you have 14 days from the date of delivery to request a return for any reason, as long as the product is unopened and unused in its original packaging.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or denial of your refund.

  • If approved, your refund will be processed back to your original payment method within 10 business days.

  • Please note that banks and payment providers may take additional time to process the refund.

  • If more than 15 business days have passed since your refund was approved and you have not received it, please contact infouraona@gmail.com for assistance.

⚠ Important: Shipping fees, including those for returned items, are non-refundable unless the return is due to an error on our part.

Order Cancellations

  • If your order has not shipped yet, you may request a cancellation by emailing infouraona@gmail.com as soon as possible.

  • If your order has already shipped, it cannot be canceled. However, you may return the unopened product within 30 days following our standard return policy.

Frequently Asked Questions (FAQs)

Q: What happens if I open the product and realize it’s not what I expected?

A: Unfortunately, we do not accept opened or used products for returns or refunds. Please carefully read the product description before purchasing.

Q: Can I return an item if I just tested it once?

A: No. Any product that has been opened, tested, or used is non-returnable.

Q: What if my order is lost or stolen?

A: If you purchased our Shipping Protection Product, your order is protected. Contact us at infouraona@gmail.com with your order details, and we will assist you in filing a claim.

Q: How do I check my refund status?

A: Refunds are processed within 3-5 business days after approval. If it has been over 15 business days and you have not received your refund, contact infouraona@gmail.com.