Refund policy

 

ORA is committed to ensuring every customer receives products in excellent condition and enjoys a positive shopping experience. If an issue arises with your order, our team is here to assist. This policy explains how returns, replacements, and refunds are handled.

Because ORA products contain fragrance oils and liquid components, certain return limitations apply for hygiene and safety reasons.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, leaking, defective, or does not match what you ordered, please contact us within 48 hours of receiving your package.

To help us resolve the issue quickly, please include:

  • Your order number
  • Clear photos of the product and packaging showing the issue

Once your claim is reviewed and approved, ORA will offer either a replacement or a refund, depending on the circumstances and product availability. Replacements for defective or incorrect items are provided at no additional cost.

Claims submitted after the stated reporting period may not be eligible for replacement or refund.

Returns Eligibility

Due to the nature of fragrance products, returns are generally not accepted unless the item is damaged, defective, or incorrect.

If a return is approved under exceptional circumstances, the following conditions apply:

  • The item must be unused, unopened, and in the same condition it was received
  • The product must be returned in its original packaging with all components included
  • The return must be requested within 30 days of delivery

Items that have been opened, used, or unsealed cannot be accepted for return unless the product was faulty upon arrival.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or used fragrance products
  • Items not in their original condition or missing packaging components
  • Items returned more than 30 days after delivery
  • Items purchased during special promotions or discounted sales, unless defective
  • Products damaged due to misuse or improper handling

Lost or Missing Orders

If an order is delayed or appears missing, please contact our support team so we can investigate with the courier.

If a shipment is confirmed delivered by the courier but cannot be located, ORA cannot guarantee replacement or refund in such cases. However, we will work with the courier to assist in resolving the issue whenever possible.

Refund Process

Once an approved return is received and inspected, you will be notified regarding the approval or rejection of your refund.

If approved, the refund will be issued to the original payment method. Processing times may vary depending on your bank or payment provider, but refunds typically appear within 5–10 business days after processing.

Shipping fees are non-refundable, and any applicable shipping or handling costs may be deducted from the refund if the return is not due to an ORA error.

Late or Missing Refunds

If you have not received your refund after the expected timeframe:

  1. Check your bank account again
  2. Contact your payment provider or credit card company, as processing delays may occur
  3. Contact your bank for further confirmation

If you have completed these steps and still have not received your refund, please contact our support team and we will assist you.

Shipping & Return Costs

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect product.

ORA cannot guarantee receipt of returned items and is not responsible for returns that are lost or damaged during transit. Customers are encouraged to use a trackable shipping service when returning items.

Delivery Issues & Incorrect Addresses

Customers are responsible for ensuring that the shipping address provided during checkout is correct and complete.

If a parcel is returned to ORA due to an incorrect or incomplete address, multiple failed delivery attempts, refusal to accept delivery, or failure to collect the shipment from the courier, the order will be held until further instructions are received from the customer.

Once the parcel is returned to us, customers may choose to have the order re-shipped, in which case the cost of resending the parcel will apply.

If the customer prefers to cancel the order after it has been returned to ORA, a partial refund may be issued, with up to 50% of the order value deducted to recover costs associated with shipping, packing, and order processing.

Customers are responsible for ensuring that all delivery information is accurate at the time of purchase.

Fragrance Preference Disclaimer

Because fragrance is a personal preference, returns cannot be accepted for reasons such as:

• Disliking a scent
• Expecting a scent to smell different
• Change of mind after purchase

We encourage customers to review scent descriptions carefully before placing an order. If you have questions about our fragrances prior to purchase, our support team is happy to help guide you.