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Clear return terms, including OGO’s 90-Day Money-Back Guarantee.
90-Day Money-Back Guarantee
If you complete the qualifying 90-day trial and still do not experience meaningful benefit, don’t be discouraged — you did not fail the product. Results can vary, and PrimeArc III may not be the right fit for every person. That outcome is ours to stand behind. If the guarantee requirements below are met, you may request a refund and we’ll guide you through the return and refund process. The guarantee is tracked separately for each eligible PrimeArc III purchase.
Day 1 begins at 12:00 AM Eastern Time on the calendar day after carrier tracking confirms successful delivery (T+1). The program then runs for 90 consecutive calendar days. Missed-use days do not pause, reset, or extend the 90-day program.
To qualify for the guarantee, you must complete at least 50 qualifying program days during the 90-day program. A qualifying day requires at least 20 total minutes of app-recorded PrimeArc Control activity during that Eastern Time program day. Multiple sessions in the same day are combined, so 10 minutes in the morning plus 10 minutes later the same day qualifies. A completed program day below 20 total minutes does not qualify. In addition, no more than five consecutive completed program days may be below the 20-minute requirement.
The OGO App records Control session start and end times, duration, and selected mode against the applicable purchase and guarantee period. Multiple sessions within the same Eastern Time program day are combined toward the 20-minute daily requirement. These records document app-recorded Control activity for guarantee-adherence review. OGO does not use the microphone or camera for routine guarantee tracking and does not require intimate photographs or videos. If app tracking is unavailable because of a verified technical issue, OGO Support may review other reasonable dated evidence.
Requests under the 90-Day Money-Back Guarantee may be submitted after Day 90 is complete and during the following seven Eastern Time calendar days. The claim window closes at 12:00 AM Eastern Time at the start of the day after the seventh claim-window day. The claim window cannot be used to add qualifying use days.
Contact OGO Support from the account associated with the purchase and provide your order number. OGO will review the guarantee record for the applicable PrimeArc III device, including qualifying use days, app-recorded Control activity, and interruption history, and confirm whether the guarantee requirements were met. Please wait for return instructions before sending the device back.
Start with Support →Once an order has completed processing and been handed to the carrier, OGO does not accept cancellations, order edits, or returns based on change of mind, ordering mistakes, or customer-submitted address errors. Post-handoff returns are limited to an approved 90-Day Money-Back Guarantee claim, an approved warranty or OGO Care claim, an order that arrived damaged or incorrect, or another remedy required by applicable law.
For an approved return under the 90-Day Money-Back Guarantee, the customer is responsible for return shipping. If OGO provides a prepaid return label for convenience, the actual label cost may be deducted from the refund and will be disclosed before the return is authorized. If a return is required because the product arrived damaged, OGO sent the wrong item, or an eligible warranty or OGO Care claim is approved, OGO will cover authorized return shipping. OGO does not charge a restocking fee on approved returns.
Use only the return instructions supplied by OGO Support. Do not send a product back before a return or claim has been authorized. Returns sent without prior instructions may be delayed because we may not be able to immediately match the package to the correct order, guarantee, or coverage record.
Once an eligible return is received and reviewed, approved refunds are sent to the original payment method. The time it takes for the credit to appear can vary by bank, card issuer, or payment provider.
If an order arrives damaged or OGO sent the wrong item, contact us promptly with your order number and details about what arrived. Photos can help us review the issue when relevant. If OGO requires the product to be returned as part of an approved resolution, OGO will cover the authorized return shipping.
Changes or cancellations may be requested only while an order is still in the processing stage and before it has been fulfilled and handed to the carrier. Most orders are processed within 2–48 hours after payment, but processing may complete sooner, so this is not a guaranteed cancellation window. Once carrier handoff has occurred, the order cannot be cancelled or edited. Customers are responsible for the accuracy of the shipping address and other order information submitted at checkout; customer-submitted errors discovered after carrier handoff are not the responsibility of OGO, except where OGO made the fulfillment error or applicable law requires otherwise.
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