Refund policy
Return & Refund Policy — Ocuvia™
✅ 60-Day Return Policy
We offer a 60-day return window, giving you 60 days after receiving your order to request a return for the Ocuvia Eye Steamer.
To qualify for a return, your item must be:
✔ Unused and in the same condition you received it
✔ Undamaged
✔ Include all original accessories (water reservoir, charging cable, instruction manual)
✔ In its original packaging
✔ Accompanied by proof of purchase
📩 How to Start a Return
To request a return, simply contact us at:
If your request is approved, we'll provide:
- A prepaid return shipping label
- Complete return instructions
Please note: Returns sent without prior authorization cannot be accepted.
📦 Damaged, Defective or Incorrect Items
Please inspect your Ocuvia Eye Steamer as soon as it arrives.
If your product is:
- Damaged
- Defective
- Incorrect
Contact us immediately and include photos of the issue.
We will gladly provide either:
✔ A replacement unit
OR
✔ A full refund
(depending on your preference)
🔄 Complimentary Replacement Policy
If we provide a complimentary replacement unit as part of our warranty or as a customer service gesture, the following conditions apply:
- The replacement is provided solely to resolve an issue with your original order and is not considered a new purchase.
- Accepting a complimentary replacement does not create a new return period, refund eligibility, or additional replacement rights beyond those associated with your original order.
- Complimentary replacement units cannot be returned or refunded, except where required by applicable consumer protection laws.
- Unless otherwise agreed in writing, only one complimentary replacement will be issued per order for the same issue.
- If the replacement unit itself arrives defective or damaged, we will provide an appropriate solution in accordance with our Warranty Policy and applicable law.
Nothing in this policy limits any mandatory consumer rights that cannot legally be waived.
📬 Package Marked as Delivered but Not Received
If your tracking information shows your order as Delivered, but you haven't received it yet:
✔ Please wait up to 48 hours (some carriers scan packages before final delivery)
✔ Check with neighbors or household members
✔ Verify shared mailrooms or parcel lockers
✔ Contact your local shipping carrier
If the package still cannot be located, contact us at ocuviasocial@outlook.com and we'll gladly help resolve the situation.
🚚 Lost or Delayed Orders
If your shipment is delayed due to the carrier, customs or weather conditions:
✔ We'll actively monitor the shipment.
✔ If the carrier officially declares the package lost, we'll send a replacement or issue a refund.
While shipping delays are outside of our control, we always work to ensure you receive your Ocuvia Eye Steamer.
❌ Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns for:
- Used or tested devices (the water chamber or nozzle has made contact with eyes)
- Customized or personalized products
- Hazardous materials
- Flammable liquids or gases
Additionally, the following are non-refundable:
- Sale or discounted items
- Gift cards
- Replacement units (covered under warranty only)
If you're unsure whether your item qualifies, feel free to contact us before requesting a return.
🔁 Exchanges
The quickest way to exchange an item is:
- Request a return.
- Once approved, place a new order for the desired item.
🇪🇺 European Union — 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days without providing a reason.
Returned items must be:
✔ Unused
✔ In original packaging
✔ Include proof of purchase
💳 Refunds
Once your returned Ocuvia Eye Steamer has been received and inspected, we'll notify you of the outcome.
If approved:
✔ Your refund will be issued to your original payment method within 10 business days.
Please note: Your bank or card issuer may require additional processing time.
If more than 15 business days have passed since your refund was approved, contact us at:
⭐ The Ocuvia™ Promise
💙 60-Day Satisfaction Guarantee
If you're not completely satisfied with your Ocuvia Eye Steamer experience, contact us and we'll do our best to make it right.
🛡 Quality Assurance
Every Ocuvia Eye Steamer is carefully inspected and tested before shipping to ensure quality and reliable performance.
💬 Customer Support Guarantee
We answer every customer inquiry within 24–48 business hours.
🎄 Holiday Shipping Notice
During the holiday season, shipping carriers experience significantly higher order volumes.
As a result, deliveries may occasionally take up to 30 days, although most orders arrive much sooner.
Please keep this in mind when placing your order.
Please Note
- Delivery before Christmas cannot be guaranteed.
- Shipping delays caused by holidays, customs or shipping carriers are beyond our control.
- Orders arriving after Christmas are not eligible for refunds solely due to delivery timing.
We sincerely appreciate your patience and understanding during the holiday season.
⚠️ High-Demand Production Notice
Due to viral demand for the Ocuvia Eye Steamer, stock is currently limited while new units are manufactured.
Shipping times may range between 25–30 business days during this period. Once production stabilizes, all orders will revert to our normal 5-9 business day delivery times.
For this production batch only, return shipping costs will be fully covered by Ocuvia to support our customers during this high-demand period.
📧 Need Help?
If you have any questions regarding returns, refunds or your order, we're always happy to help.
We're committed to ensuring your satisfaction with Ocuvia.