OOLA RETURN AND REFUND POLICY

Effective Date: May 8, 2026   |   Last Updated: May 8, 2026

We want you to love your Oola experience. If you are not satisfied with your purchase, this Return and Refund Policy explains your options. This policy is part of our Terms of Service and is incorporated by reference. By placing an order on oola.com, you agree to this Return and Refund Policy.

30-Day Money-Back Guarantee

We stand behind our Products with a 30-day money-back guarantee. If you are not satisfied with your first purchase of an Oola Product, you may request a refund within 30 days of the delivery date.

To be eligible for the 30-day money-back guarantee:

• You must contact us within 30 days of the delivery date.

• The guarantee applies to the first purchase of a Product by a customer; we may, in our discretion, decline to honor the guarantee on repeat purchases of the same Product by the same customer or to the same household.

• For subscription orders, the guarantee applies to the first shipment only. Subsequent recurring shipments are not eligible for the money-back guarantee, but you may cancel your subscription at any time as described below.

• You may be required to return the unused portion of the Product before a refund is issued.

• The guarantee applies only to Products purchased directly from oola.com. We cannot honor refund requests for Products purchased from a retail store, unauthorized reseller, or any website other than oola.com.

How to Request a Refund or Return

To start a refund or return:

• Email  support@oola.com with the subject line "Refund Request";

• Include your order number, the email address you used to place the order, and a brief description of why you are requesting a refund; and

• Wait for a response from our team. We typically respond within 1–2 business days.

Once we approve your request, we will provide instructions, including whether a return of the unused portion is required and, if so, a return mailing address.

Damaged, Defective, or Incorrect Items

If your Product arrives damaged, defective, or incorrect, contact us at support@oola.com within 7 days of delivery with your order number and photographs of:

• The damaged Product;

• The shipping box and outer packaging; and

• The shipping label.

We will, at our option, replace the Product at no cost to you, issue a refund to your original payment method, or provide store credit. Claims submitted more than 7 days after delivery may be declined.

If gummies arrive melted, softened, or fused but otherwise intact and unspoiled, this is not a defect — refrigerating the bottle for 30–60 minutes typically restores texture, and the Product remains safe and effective. We do not issue refunds, replacements, or credits for melted or aesthetically affected gummies that arrived intact and unspoiled. See our Shipping Policy for more information about hot-weather shipping.

Return Shipping

You are responsible for return shipping costs unless the return is the result of our error (for example, the wrong Product was shipped) or the Product was damaged or defective on arrival. In those cases, we will provide a prepaid return shipping label.

We recommend using a trackable shipping method for any return. We are not responsible for returns that are lost or damaged in transit back to us.

How Refunds Are Issued

• Approved refunds are issued to the original payment method only.

• Original shipping charges are non-refundable, except where the return is the result of our error or a damaged or defective Product.

• Please allow 5–10 business days after we process your refund for the credit to appear on your statement, depending on your payment provider.

• For subscription orders, refunds are limited to the first shipment as described in the 30-Day Money-Back Guarantee section above.

Non-Returnable Items

The following items are not returnable or refundable:

• Gift cards;

• Free promotional items, samples, or items received as part of a gift-with-purchase offer;

• Items marked as "final sale" at the time of purchase; and

• Subscription orders after the first shipment (cancellation of future shipments is described in the next section).

Subscription Cancellation

You can pause or cancel your subscription at any time through your Oola account or by emailing support@oola.com. To avoid being charged for the next shipment, you must cancel at least 48 hours before your next scheduled billing date. For more information, see our Purchase Options Cancellation Policy.

Cancelling an Order Before It Ships

If you need to cancel an order, contact us immediately at support@oola.com. We have a very narrow window in which we can cancel an order before it is processed and handed to the carrier. Once the carrier has the package, the order cannot be cancelled — you will need to refuse delivery, return the unopened package, or follow the standard refund process.

Refused or Declined Refunds

We reserve the right, in our sole discretion, to decline a refund request that:

• Is submitted more than 30 days after the delivery date;

• Relates to a Product purchased outside of oola.com;

• Comes from a customer with a history of fraudulent, abusive, or excessive return activity;

• Relates to a recurring subscription shipment beyond the first shipment;

• Relates to a Product that has been altered, damaged, or contaminated after delivery; or

• We otherwise believe is not in good faith.

We will explain the reason for any declined refund and, where appropriate, offer an alternative resolution such as store credit or product exchange.

Chargebacks and Disputes

If you have a concern about a charge, please contact us before initiating a chargeback with your card issuer. We are almost always able to resolve issues directly, faster than the chargeback process. Initiating a chargeback for a charge that is otherwise valid under our Terms of Service may result in suspension of your Oola account and refusal of future orders.

Contact Us

If you have questions about this Return and Refund Policy or need help with a refund or return:

Dr. Hank, LLC (d/b/a Oola)

Attn: Customer Support

1402 3rd Ave N

Nashville, TN 37208

Email: support@oola.com

This Return and Refund Policy is intended as a comprehensive draft for review by qualified legal counsel familiar with hemp / cannabinoid e-commerce, U.S. consumer protection law, and applicable state subscription laws. It does not constitute legal advice.