Return and Refund Policy

At OKEARA, we strive to ensure that you are completely satisfied with your purchase. If you are not satisfied for any reason, we have established a clear return and refund policy to help you.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The product must be unused, in its original packaging, and in the same condition as when you received it.
  • The return must be initiated within 7 days from the date of delivery.
  • Proof of purchase, such as an order confirmation email or receipt, must be provided.


2. Non-Returnable Items

Certain items cannot be returned, including:

  • Products that are personalized or customized.
  • Products that have been opened and used (for hygiene reasons).
  • Gift cards or downloadable products.


3. Initiating a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at sales@okeara.co​ or via phone / WhatsApp at +62 811-3831-4651 to request a return authorization.
  2. Provide your order number, details of the product you wish to return, and the reason for the return.
  3. Once your return request is approved, we will provide you with instructions on how to return the item.


4. Return Shipping Costs

Customers are responsible for the return shipping costs unless the return is due to a defect or error on our part (e.g., wrong item, damaged item). In such cases, we will cover the return shipping costs.


5. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original payment method within 14 days.


6. Exchanges

If you wish to exchange a product, please follow the return process outlined above and place a new order for the desired item. Once we receive your returned item, we will process the refund as stated in section 5.


7. Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of receiving the product. We will assess the issue and offer a replacement or refund as appropriate. Please retain all packaging and documentation for inspection.


8. Lost or Missing Refunds

If you haven’t received a refund after the processing period, please check your bank account again. If the refund is still not reflected, contact your credit card company, as it may take some time before the refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at sales@okeara.co​ or via phone / WhatsApp at +62-821-4723-5631.


9. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Any changes will be posted on this page, and the effective date at the top will be updated. Please review this policy periodically to stay informed.


10. Contact Information

If you have any questions or concerns about our Return and Refund Policy, please contact us at:

  • Email: sales@okeara.com
  • Phone: +62 811-3831-4651
  • Address: PT ELEMENTIS SMART TECHNOLOGIES, Banjar Kemenuh, Jalan Insinyur Sutami, Desa/Kelurahan, Kemenuh, Kec. Sukawati, Kab. Gianyar, Provinsi Bali, Kode Pos: 80582