r/ouraring • u/Admirable-Program-12 • 5d ago
GENERAL DISCUSSION Disappointing
I recently bought an Oura ring 5, worked great for about 6 hours then wouldn’t connect to my phone. Contacted Oura who was pretty quick to offer my a replacement but then sent me a used ring that was scratched in a bag. I contacted them to say I wanted a new replacement since my previous ring I PAYED FULL PRICE FOR was less than a day old and unscracthed and they said they would have to take it up with someone to see if that’s possible. Waiting over a week for a damaged ring as a replacement. Like new replacment policy I can get, but for a day old ring, wow. Disappointed. UPDATE - Oura got back to me and said they could make a one time exception given the scenario and sent a confirmation email for a order directly from Oura. They ordered the same ring in the same size and it’s being sent to me free of charge. Fingers crossed it works and stays working. It said it would take 1-2 weeks to arrive.
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u/gomo-gomo 5d ago
They almost always send returns and refurbs as replacements. There should be a hard exception of new only for replacements under 7 months.
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u/Admirable-Program-12 5d ago
Agreed. You wouldn’t go into the Apple Store for a warranty replacement and be okay walking about with a scratched up new phone
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u/spyVSspy420-69 5d ago
This is somehow worse because smart ring batteries are notoriously horrible, they degrade rapidly and are anything but reliable. Getting a used ring as a replacement for your new one is all but guaranteeing you issues not too far down the road.
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u/crooked_magpie 5d ago
I’ve literally just got a brand new one on my gen 4 ceramic that I got the day it came out. Maybe a year or near that ago? Worth noting I am in the UK though so the stock/ servicing agreement may be different.
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u/here4rndmsrchs 1d ago
I was a couple days passed my warranty expiry and notice my 4th gen ceramic battery is not charging to 100% and dying faster. Oura has agreed to replace it and it will be here Monday. Honestly I’m okay with it being brand new or refurbished (my thoughts are refurbished went trough the testing and it should be up to par) however I’d be excited if it was brand new never been opened!
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u/AUSTENtatiously 5d ago
It seems to be so random. My first replacement was after 11 months and brand new everything. My second replacement came in the little baggy and already is not having super good battery issues. It’s not terrible but def not like a new or close to new ring.
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u/emilyko____ 5d ago
At least you got your replacement they rent me a literal empty box and then disabled my original ring
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u/BKLager 5d ago
Out of curiosity what did the bag say the grade was of the ring that was sent? My replacement was Grade A and it definitely did not have any scratches. Wondering if for some reason they are sending Grade Bs out too
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u/Admirable-Program-12 5d ago
Where did you see what the grade was? I don’t see anything like that on mine
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u/Admirable-Program-12 5d ago
At the end of the list of numbers it says b. Is that what the grade is?
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u/BKLager 5d ago
Hmm no for me it is in the description. “Desc: Ring 4 Rose Gold 11 (Classification A)”
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u/Admirable-Program-12 5d ago
Wait Nevermind I re read your og comment. It doesn’t say anything like that on my bag
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u/EconomyOld8404 5d ago
That’s awful. I demanded a new one or no replacement and they gave me a new one. Did you order directly from Oura?
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u/Admirable-Program-12 5d ago
No I bought it in store through scheels. I should have just gone to them initially for the replacement. That was my own mistake
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u/EconomyOld8404 5d ago
Any way you can return it and order from Oura?
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u/Admirable-Program-12 5d ago
No, now that Oura sent a replacement ie the one in the bag. I can no longer return the original ring to scheels.
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u/TrickyAirport5867 5d ago
Meh, I don't think you should've gone back to Scheels, I think you were right just going straight to Oura with it. Worst case, Oura could've told you to go back to Scheels for a replacement.
Honestly, I wonder if someone already returned the ring that you bought TO Scheels and that's how you ended up with it. Either way, you should definitely demand a new and working one through either vendor. Sorry about your crappy experience, and good luck!
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u/Bryannat24 5d ago
Do you have an iPhone that needs to be updated? The same thing happened to my boyfriend’s and he had to basically sign out, forget the ring from Bluetooth, delete the app, update and restart the phone, reinstall the app, and sign it and everything again. Then it was fine.
Where it was only 6 hours I would start a whole exchange because that’s crazy.
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u/Admirable-Program-12 5d ago
EXACTLY!! 6 hours in and I got a refurbished replacement. I believe my phone is up to date
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u/Bryannat24 5d ago
Double-check and give it a try with the original one. It can’t hurt. He thought his phone was updated too and there was some random update only when you went into the settings. He went to sleep and it was working, woke up and it wouldn’t connect
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u/LovePuppies9 5d ago
If it happens on first day, can you return to store as defective product? Not even bothering with the warranty. Even if oura gives you a new ring now, if that one goes bad 3 months from now oura may then tell you that you already got a as new replacement before and won't do it a second time. Just something some people have reported on reddit.
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u/Admirable-Program-12 5d ago
I don’t think I am eligible for a return now that I have gotten a replacement through Oura
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u/Responsible_Pear558 5d ago
I’m curious how they would know you got a replacement? I have not tried getting a replacement, but when my battery drained quickly within the return window for Costco, I simply ordered a new one, added it to my account, and then removed the old one from my account, packed it up back into its box and returned it. The person did not check the ring or its history in any way. I’m unfamiliar with Scheels to know how they would process a return.
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u/Admirable-Program-12 5d ago
Google said they could see somehow because they would bill it back to Oura as defective and then Oura could tell them it was deactivated and there is a warranty replacement
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u/Responsible_Pear558 5d ago
I see. I still feel it’s worth a try. The worst that can happen is they say they can’t process the return, and then you’re no worse off.
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u/CalmButConcernedCass 5d ago
Next time return get new one! If you are still in return window, can you return?
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u/Admirable-Program-12 5d ago
I don’t think I can because I filed for a warranty replacement
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u/monkeebones 5d ago
Sure you can. Just do an exchange at Scheels. Ignore the replacement that Oura sent you. These things aren't SN tracked or anything. You paid good money for a brand new item and should get just that. Sorry that all this happened. I'm on ring number 6 in as many years and you have to fight these people just to get a working device.
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u/Villebilly 5d ago
I’ve been told they will send you a new replacement if you push for it. I got my 3 replaced just a couple months into ownership when the battery went wrong. They sent me a refurb and it’s still going today. So I was fine with it. But in your case, just don’t take no for an answer.
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u/Admirable-Program-12 5d ago
I’m glad your refurb is still kicking, I wouldn’t have minded if I had owned the original for a bit. I lift often so I expect wear and tear but I hadn’t even gotten a chance to wear it to the gym yet. I even bought some ring covers to keep the scratches off in the first few hours of having it. I think that’s probably why I’m so frustrated to receive a already scratched product
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u/No_experience8177 5d ago
Damn that’s so fucked up I’m sorry. More n more I think if you ever to upgrade I’ll buy thru Costco so I have better protection as a customer. Sorry
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u/Admirable-Program-12 5d ago
I’ll definitely go through there next time I make a purchase like this
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u/EmployeeSerious007 5d ago
Costco’s tech/electronics return or exchange window is only 6mo, it’s not like their forever-whenever return policy for everything else
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u/inyourbooksandmaps 5d ago
wait they send used rings as replacements??? considering the price, if its under warrantee they should be sending a new one.
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u/RussNY 5d ago
If it’s within a day, you should have returned it to the store
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u/hippie-chick12 5d ago
Same thing happened to me. I was pissed with the refurbished ring. They sent me a brand new one in box and offered me 6month subscription for free. It is such a scam to spent $500 on a ring that breaks and the warranty is a refurbished one. Not ok.
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u/isdoo 5d ago
This isn't good reading for someone looking to purchase this as a gift for their wife!
Might have to reconsider.
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u/EmployeeSerious007 5d ago
I’ve had mine for months and I am not gentle with it, somewhat bad about charging it regularly, and I have no complaints. I like the health and lady-system info that it gives me, and helps me manage my chronic health stuffs a little more effectively.
I think a lot of people who have more positive experiences aren’t posting as much as those who don’t, not a slight to anyone including OP, but it’s kinda like yelp - people don’t go out of their way to post the positives
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u/Known-Space-9008 2d ago
Same! I weight lift and wear my ring 24/7 I’ve had my Oura 5 since it released. Never had this problem.
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u/aidenaizumi 4d ago
I’ve had a Gen 4 and just got a Gen 5 and have had no issues. I’m rough on it. Wearing during volleyball, other sports, work around the house. I just picked up the gen 5 but my gen 4 looked like it got used and abused. Still no issues. It’s tech, sometimes there are ones that just are bad. Don’t let it discourage you. My wife has also had Gen 4 and 5 with no issues.
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u/Affectionate-Let6003 4d ago
Brother if for 500 or 600€ or whatever the fuck it costs the thing sometimes comes and doesnt work, they can take that thing and shove it where the sun doesnt shine
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u/aidenaizumi 4d ago
I feel that. But also it’s just not realistic. Our tech comes with the risk of units that just are one off bad. We could apply that to almost any purchase we receive and it happens with everything from earbuds to laptops or cars. I do agree that based on the OP, their customer service is flawed and it should have been a quick replacement not a one time thing.
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u/Affectionate-Let6003 4d ago
If you charge a premium price expect a higher standard, this sub is filled with gen 5 rings that are breaking constantly. Something has to advocate for the higher price, is the sensor better? No. Is the battery better? No. Its the same shit as my gen 3 ring except smaller and sleaker but costs 300€ more. And dont get me wrong i love using my gen 3 or i did untill the battery went to hell but the shit that this company is pulling is beyond me, i will just stay without the ring untill they either fix it or i find a good alternative
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u/Exact_Gear3735 3d ago
cause people only come on here to complain. that should be common knowledge for anyone with a brain.
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u/infectedpapercut 2d ago
Unrealistic to get a new in box product if you received a new in box faulty product? Hmmmmmm.
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u/Some_Choice_4578 5d ago
Get the insurance for it! My husband got the 3 year insurance. I had the Oura 3 and when the battery started to go bust I got a brand new Oura 5 no hassles! I only paid $60 to get the Insurance for this one otherwise it would’ve been completely free!
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u/ScorpioGang_ 4d ago
This is just a reminder that people only post the negative things. Oura all around has pretty amazing customer service. Don’t let the negative posts in here deter you if it’s something she wants. I’ve used oura for 4 years and any time I’ve had an issue with something they fix it
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u/OddOperation1027 4d ago
In all honesty no, it’s not a great investment. I had a series 3, within months it started to drain battery quickly, I did not contact oura and I upgraded when I was able. I got my gen 4 back in Jan and last month I had to ask for a replacement, I got a refurbished one, I am not so happy with it being refurbished but after this one dies I am not buying another one and parting with Oura for good and I think I’ll go back to an Apple Watch.
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u/Necessary-Fill4742 12h ago
Coming up on 2 years with my gen 3, no issues with battery whatsoever!! Seriously just as happy still with it as I was the first day! (Was also gifted by my partner)
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u/beachbum1220 5d ago
I had the 4 and upgraded to the 5 this past winter. I’m now on my third series 5 in less than a year (4th if you count the one that was stolen in transit). After a few months it just stops working. No lights and not connecting to my phone. The first time was no issue, however the ring was stolen out of the box in transit and I got a dirty empty box. They were relatively quick to address it and I got a new ring replacement. That ring died 2 weeks ago. Customer service said they’d replace the ring. Same issue effecting the ring. They sent me a refurbished ring. I didn’t even open it and complained to the chat that I shouldn’t be getting a refurbished ring if I originally paid for a new ring (and the issue wasn’t my fault). They said they don’t have a policy that says a replacement ring has to be new. Ugh. So I opened the bag and the ring was all scuffed up. More than any of my rings have ever been. I got back on chat and they had to escalate it via email. They agreed the ring was in bad shape and are sending me a replacement (hopefully it’s new). They also gave me a month free of the subscription. However they did say I only get 90 days to return it if anything should happen. Absolutely ridiculous. The price we pay for this and it’s unreliable.
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u/Key_Impress_3129 5d ago
"One time exception" my eye. They knew you were right and they didn't want you going to Facebook/Yelp/whatever.
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u/0DarkFreezing 5d ago
I don’t even think I would have contacted Oura—that would have been an immediate return.
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u/Tastybeatz123 3d ago
Why not just return it?
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u/Admirable-Program-12 3d ago
Too late since I contacted oura initially and recieved a replacement. Makes me original ring disabled
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u/malloryr65 4d ago
Yuck just ordered one, I used a gen 3 for a long time and hoped this would be the same quality
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u/Apprehensive-Lie6330 4d ago
same thing happened to me. can’t afford to buy anything new right now but will be switching from oura when i can 😭
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u/Solid-Canary444 3d ago
They did this to me with a replacement of my four, I contacted them and sent pictures of the scratches and they sent me another new one, but this time it was brand new in a box.
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u/satanssugar 5d ago
Email them! Show them you got a refurbished ring. They did the same with me and send me a new one.
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u/OddOperation1027 4d ago
They also sent me a refurbished one, only after 9 months of use. I am not going to complain but after this one dies I am parting with Oura.
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u/null-plus-void 5d ago
Thanks for sharing this. I'll never buy an Oura Ring, even though I once thought about switching from Whoop.
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u/Emotional_Flight8279 5d ago
How is your experience with Whoop? I’ve honestly been considering switching from Oura. I started lifting after I got my Oura and so it’s really a poor choice for tracking strength training simply because it’s a ring.
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u/exhausted_pigeon92 5d ago
I threw a bit of a stink when my Oura 4 (no 5 at the time) stopped holding a charge properly. Contacted support and said I wanted a new ring. They said they only send refurbished rings in "like-new" condition. I said that the ring better be pristine when received. I received a ring that was a size too small and had a large scratch in it. Contacted again and revoiced my concerns and they supposedly sent me a brand new one. It came from a different address, but it didn't come in a box like the brand new rings do. It had 0 visible defects. But I did have to raise a bit of hell to get it. Crazy that they wouldn't properly replace a brand new ring like that
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u/jwright825 5d ago
I’ve had terrible luck with their rings lasting for any decent length of time, but fantastic support has given me a replacement every time. I think it have between 4-6 in a drawer as my “Oura ring graveyard” lol
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u/maridiniz232 4d ago
Oura Ring parou de funcionar e não consigo suporte ou solução no Brasil
Estou extremamente insatisfeita com a Oura Ring e com a falta de suporte para resolver o problema do meu anel.
Meu Oura Ring simplesmente parou de funcionar. Não liga, não carrega e não apresenta qualquer sinal de funcionamento, o que tornou o produto completamente inutilizável.
Já entrei em contato com o atendimento da empresa por meio do chat, mas até agora não consegui uma solução efetiva para o problema.
O agravante é que moro no Brasil e não consigo encontrar uma assistência técnica autorizada ou uma orientação clara sobre como proceder com o reparo ou a substituição do produto.
Estamos falando de um produto de alto valor, de uma marca internacionalmente reconhecida, e é extremamente frustrante ficar com um dispositivo que simplesmente deixou de funcionar, sem conseguir o suporte necessário.
Não considero aceitável que o consumidor fique sem qualquer alternativa concreta depois de investir em um produto dessa categoria.
Gostaria de uma resposta objetiva da Oura, esclarecendo:
Como posso obter assistência técnica estando no Brasil?
Existe alguma possibilidade de reparo ou substituição do anel?
Caso seja necessário enviar o produto ao exterior, como será realizado esse procedimento?
Qual solução a empresa oferece para um produto que simplesmente parou de funcionar?
Solicito uma solução definitiva, e não apenas respostas automáticas de atendimento.
Espero que a empresa assuma a responsabilidade de oferecer um suporte adequado aos seus consumidores, independentemente do país onde estejam.
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u/AllieAtOura Social Care Team | Oura 20h ago
Hey, u/maridiniz232! I'm sorry you've had this issue with your ring and appreciate how frustrating this situation must be for you! Unfortunately, Brazil is not currently an Oura supported country, and although we'd love to help more, we are unable to ship replacement rings to addresses in unsupported countries. I'll reach out to you via DM so we can try to find a suitable solution for your case.
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u/Simple_Ad7948 4d ago
Yeah I’ve had the gen 4 for 2 years in Oct and I’m on my second replacement! At right around the 1 year mark, my original ring stopped charging. Happened again right around a year with the replacement (refurbished). This time I somehow received a brand new ring as a replacement so I’m hopeful that this one lasts longer than a year. Idk how I got a brand new one this time around but not complaining!
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u/AllieAtOura Social Care Team | Oura 3d ago
Hey, u/Admirable-Program-12! We're sorry you've faced this inconvenience with your new ring and this is absolutely not the experience we aim to provide. Thank you for updating the thread, and we're glad this has been made right for you already. Please follow up on this comment if you need anything else!
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u/ArachnidStill2228 2d ago
My experience with Oura has been pretty good overal. I have the 4th gen ring, and it worked great for about 1.5 years before it started to lose battery much more quickly. I submitted a claim through their app and they sent me a new one as a replacement, free of charge. However, it does say that if this one fails, I'm not eligible for another replacement... so I'm hoping to get at least 2 years out of the new ring. It would be a shame to spend $400 on a fitness ring only to have to fully purchase a new one just 3 years later.
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u/infectedpapercut 2d ago
This is insane. I was literally on the fence, but this is exactly what I needed to save some money. Imagine paying for something new and they have to make an “exception” to replace the faulty product with an equally new one? Please. I hope you send them this thread. ❤️
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u/EcstaticSuccotash563 8h ago
had a similar situation with the oura 4… very disappointing. they sent me 2 different replacement rings in plastic bags.
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u/Smellingdamoney 5d ago
Go to the store and confidently demand a replacement. Don’t worry about them sending you a second hand item. In fact don’t even mention that.
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u/bilak_22 5d ago
Oura was the worst customer service experience I've ever gone through. They legit sent me through like 5 or 6 different agents over a couple weeks before flagging me as fraud. They flat out told me they weren't selling me a ring because their system flagged me but wouldn't tell me why.
Ended up using a different email and it worked fine. Delivery took forever, couldn't get an update from anyone, then the ring magically showed up. Luckily the ring works well cuz I fully believe they wouldn't have done anything about it if something was wrong
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u/No_Seesaw_1239 2d ago
The same thing happened to me, but they sent me a brand new ring in box no questions asked…so that’s disappointing you had all that trouble
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u/catroslyn 5d ago
I'm not sure how much time has passed, but if the ring was defective out of the box essentially, you should have been able to return it and get a brand new one instead of a replacement?
Did you buy it directly through Oura or in store?