At ORA Cosmetics, customer satisfaction is important to us. This Return & Refund Policy explains when and how customers may return products and receive refunds for purchases made directly from ORA Cosmetics.

This policy applies to purchases made through ORA-US.com and is subject to applicable consumer-protection laws and regulations in the customer’s jurisdiction.

1. 30-Day Return Period

ORA Cosmetics accepts eligible return requests made within 30 calendar days from the date the order is delivered.

To initiate a return or refund request, customers should contact ORA Cosmetics within the applicable return period and provide their order information.

Returns or refund requests submitted after 30 days may not be accepted unless required by applicable law or approved by ORA Cosmetics under exceptional circumstances.

2. Return Eligibility

To qualify for a standard return and potential refund, the product must generally:

• Have been purchased directly from ORA Cosmetics or an authorized ORA sales channel.
• Be within the applicable 30-day return period.
• Be unused and unopened.
• Be in its original condition and packaging.
• Include the original product labeling where applicable.
• Be accompanied by valid proof of purchase or sufficient order information.

ORA Cosmetics reserves the right to inspect returned products before approving a return or refund.

3. Cosmetics and Personal-Care Products

Because ORA products include cosmetics and personal-care products, opened or used products generally cannot be returned or refunded for standard change-of-mind reasons due to hygiene and consumer-safety considerations.

This includes, but is not limited to:

• Soap bars
• Body-care products
• Skincare products
• Haircare products
• Cosmetic products
• Other personal-care products

This restriction does not apply where the product is defective, damaged, incorrectly shipped, otherwise supplied incorrectly, or where applicable law provides the customer with a mandatory return, refund, replacement, or other remedy.

4. Products That May Not Be Returned or Refunded

Unless otherwise required by applicable law, ORA Cosmetics may not accept returns or issue standard refunds for:

• Opened or used personal-care products.
• Opened soap bars.
• Used or partially used cosmetics.
• Products that have been intentionally damaged or altered.
• Products purchased from unauthorized sellers.
• Products without sufficient information to verify the purchase.
• Products returned outside the applicable return period.
• Gift cards or promotional credits, where applicable.
• Products that cannot reasonably be resold because of contamination, hygiene concerns, or damage caused after delivery.

These limitations are subject to any mandatory rights available to customers under applicable law.

5. Change-of-Mind Returns

If you change your mind, order the wrong product, select the wrong quantity, or no longer want the product, the item must generally meet all standard return requirements.

For hygiene and consumer-safety reasons, opened or used cosmetics, soap, skincare, haircare, and other personal-care products generally cannot be returned or refunded solely because of a change of mind.

For eligible unopened and unused products, a return may be considered if the request is submitted within 30 days of delivery.

6. Damaged Products

If your ORA product arrives damaged, please contact ORA Cosmetics as soon as reasonably possible after delivery.

Customers may be asked to provide photographs showing:

• The damaged product.
• The product packaging.
• The shipping package or shipping container.
• The shipping label.

Customers should retain the damaged product and packaging until ORA Cosmetics provides further instructions.

After reviewing the claim, ORA Cosmetics may provide:

• A full or partial refund;
• A replacement; or
• Another appropriate resolution.

The specific remedy may depend on the circumstances and applicable law.

7. Defective Products

If you believe an ORA product is defective, contact customer service with:

• Order number.
• Product name.
• Description of the issue.
• Date the issue was noticed.
• Photographs or other supporting information, when appropriate.

ORA Cosmetics may request additional information or documentation to evaluate the claim.

If the product is confirmed to be defective, ORA may provide a replacement, refund, or another appropriate remedy, subject to applicable law.

8. Incorrect Products

If you receive a product different from the product you ordered, contact ORA Cosmetics as soon as possible.

After verification, ORA may provide:

• A replacement with the correct product;
• A refund for the affected product; or
• Another appropriate resolution.

Customers may be required to return the incorrect product before a replacement or refund is issued.

When the error is attributable to ORA Cosmetics, the customer will generally not be responsible for reasonable return shipping costs associated with correcting the error.

9. Missing Items and Non-Delivery

If an item appears to be missing from an otherwise delivered order, contact ORA Cosmetics with your order number and details of the missing item.

ORA may investigate the shipment before issuing a refund or replacement.

If an order is reported as not delivered, ORA may review available shipment and carrier information.

Where a non-delivery claim is verified, ORA may provide a replacement or refund, subject to applicable law and the circumstances of the shipment.

10. Return Authorization

Customers should contact ORA Cosmetics before sending a product back.

Where return authorization is required, ORA will provide return instructions and the appropriate return address.

Do not send products to an address found on the product packaging unless ORA Cosmetics specifically instructs you to do so.

Unauthorized returns may experience processing delays and may not be accepted.

11. Condition of Returned Products

Returned products should be securely packaged to help prevent damage during transportation.

ORA Cosmetics may reject a standard return when the returned product:

• Has been used.
• Has been opened.
• Is materially damaged after delivery.
• Has been altered.
• Is missing required packaging or product identification.
• Shows evidence of misuse or contamination.

These limitations are subject to any rights the customer has under applicable law.

12. Return Shipping Costs

For a standard customer-initiated return, the customer may be responsible for return shipping costs unless otherwise stated at the time of purchase or required by applicable law.

When a return is required because:

• ORA sent the wrong product;
• The product is confirmed to have arrived damaged; or
• The product is confirmed to be defective,

ORA may provide return-shipping instructions or cover reasonable return shipping costs, as appropriate and permitted by law.

The specific treatment of return shipping costs will be communicated during the return process.

13. Shipping Charges and Refunds

For an approved customer-initiated return, original shipping charges may not be refundable when the return is due to customer preference, ordering the wrong product, selecting the wrong quantity, or another customer-initiated reason, unless otherwise stated or required by applicable law.

When a refund is issued because of an ORA fulfillment error, verified damaged product, or verified defective product, ORA may refund applicable shipping charges where appropriate and permitted by law.

14. Refund Eligibility

A refund may be available when:

• An eligible product is returned and the return is approved.
• The wrong product was shipped.
• A product is confirmed to have arrived damaged.
• A product is confirmed to be defective.
• An item paid for by the customer was not delivered and the claim is verified.
• An order is successfully cancelled before fulfillment, where cancellation is permitted.
• A refund is otherwise required by applicable law.
• ORA Cosmetics approves another refund as a customer-service resolution.

Submitting a refund request does not automatically guarantee approval. ORA Cosmetics will review the circumstances of the order and applicable requirements before determining the appropriate resolution.

15. Refunds for Standard Returns

Eligible standard returns must comply with the requirements of this Return & Refund Policy.

Generally:

• The return request must be submitted within 30 calendar days from delivery.
• The product must be unopened and unused.
• The product must be returned in its original condition and packaging.
• The purchase must be verifiable.
• The returned product may be inspected before a refund is approved.

Opened or used cosmetic and personal-care products generally do not qualify for a standard change-of-mind refund for hygiene and consumer-safety reasons.

This limitation does not apply where applicable law provides otherwise or where the product qualifies for a refund because it is defective, damaged, or incorrectly supplied.

16. Partial Refunds

In certain circumstances, ORA Cosmetics may issue a partial refund rather than a full refund.

Examples may include:

• An order contains multiple products and only some products qualify for a refund.
• Only part of an order was affected by a fulfillment error.
• A partial refund is otherwise agreed upon between ORA and the customer.
• Applicable law requires or permits a partial remedy.

Any applicable partial refund will be communicated to the customer.

17. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

ORA Cosmetics generally cannot redirect a refund to a different payment method or account unless permitted by the applicable payment provider and circumstances.

For orders paid using multiple payment methods, refunds may be allocated according to the original transaction and payment-provider requirements.

18. Refund Processing Time

After a refund is approved, ORA Cosmetics will initiate the refund through the applicable payment processor.

The time required for the funds to appear in the customer’s account may vary depending on:

• Payment method.
• Bank or card issuer.
• Payment processor.
• Country or region.
• Weekends and public holidays.
• Financial-institution processing times.

ORA Cosmetics cannot guarantee the processing time of a customer’s bank, card issuer, payment provider, or other third party.

19. Promotional Discounts and Coupons

If a customer purchased a product using a promotional discount, coupon, or other offer, the refund will generally be calculated based on the actual amount paid for the returned item, subject to the terms of the applicable promotion.

Promotional codes, discounts, and credits are generally not refundable as cash.

If a promotion required a minimum purchase or multiple items, returning part of an order may affect eligibility for the original promotion.

20. Gift Purchases

Where applicable, refunds for gift purchases may be handled according to the original transaction and payment method.

ORA Cosmetics may require sufficient order information to verify the purchase before processing a refund.

21. International Returns and Refunds

International customers may be subject to additional return requirements depending on their country or region.

Customers are responsible for following applicable customs and shipping requirements when returning products internationally.

International orders may involve:

• Customs duties.
• Taxes.
• Import fees.
• Brokerage fees.
• Other charges imposed by governments, carriers, or third parties.

Unless required by applicable law, these third-party charges may not be refundable by ORA Cosmetics.

Eligible refunds will generally be processed in the currency and manner supported by the original transaction.

Currency-conversion differences may occur between the original purchase and the date the refund is processed. ORA Cosmetics is not responsible for exchange-rate fluctuations or fees imposed by financial institutions.

ORA Cosmetics is also not responsible for delays caused by customs authorities, carriers, or other third parties.

22. Return and Refund Inspection

Once a returned product is received, ORA Cosmetics may inspect the product to determine whether it meets the requirements of this policy.

Inspection may include verification of:

• Product condition.
• Packaging condition.
• Order information.
• Product authenticity.
• Reason for return.
• Return and shipping information.

Approval of a return or refund does not necessarily occur automatically upon receipt of the returned product.

ORA will communicate the applicable resolution after completing its review.

23. Fraudulent or Abusive Returns and Refunds

ORA Cosmetics reserves the right, to the extent permitted by law, to investigate suspected fraudulent or abusive return or refund activity.

Examples may include:

• Repeated false damage claims.
• False non-delivery claims.
• Returning products that were not purchased from ORA.
• Returning substituted or materially different products.
• Deliberately damaging products.
• Providing false order information.
• Repeated misuse of the return or refund process.

ORA may delay or decline a refund where there is reasonable evidence of fraud or abuse, subject to applicable consumer rights.

Legitimate consumer claims will not be denied solely because a customer has previously made a valid return or refund request.

24. Consumer Protection

Nothing in this Return & Refund Policy is intended to limit, exclude, remove, or waive any mandatory consumer rights or remedies available under applicable federal, state, provincial, national, or local laws.

If applicable law provides greater or additional rights regarding returns, refunds, replacements, warranties, defective products, or other consumer remedies, those legal rights will prevail.

25. How to Request a Return or Refund

To request a return or refund, customers should contact ORA Cosmetics through the customer-service information available on ORA-US.com or visit our Contact Us page.

Customers should provide:

1. Full name.
2. Order number.
3. Product name.
4. Date of purchase or delivery.
5. Reason for the return or refund request.
6. Description of the issue, if applicable.
7. Photographs or supporting documentation, when requested.
8. Any additional information reasonably required to evaluate the request.

Customers should not ship products back unless ORA Cosmetics provides return instructions when authorization is required.

ORA Cosmetics will review the request and provide the appropriate next steps.

26. Policy Changes

ORA Cosmetics may update this Return & Refund Policy from time to time to reflect changes in its products, business practices, payment systems, shipping procedures, or applicable laws.

The updated policy will be published on ORA-US.com.

The version of the policy in effect at the time of purchase will generally apply to that purchase, subject to applicable law.

27. Contact ORA Cosmetics

For return or refund assistance, customers should contact ORA Cosmetics using the current customer-service information published on ORA-US.com or through our Contact Us page.

ORA Cosmetics
Premium Personal Care & Beauty Products
Website: ORA-US.com

Customer-Friendly Summary

• Return period: Eligible returns generally must be requested within 30 days of delivery.
• Standard return condition: Products generally must be unopened, unused, and in their original condition and packaging.
• Opened or used products: Opened or used soap, cosmetics, skincare, haircare, and other personal-care products generally cannot be returned for change-of-mind reasons.
• Damaged products: May qualify for a refund, replacement, or other appropriate resolution after review.
• Defective products: May qualify for a refund or replacement after verification.
• Wrong product: ORA will work with the customer to provide a replacement, refund, or other appropriate resolution.
• Missing/non-delivered items: ORA may investigate and provide a replacement or refund when the claim is verified.
• Refund method: Approved refunds are generally issued to the original payment method.
• Shipping: Return shipping and original shipping charges may vary depending on the reason for the return and applicable law.
• International orders: Customs duties, taxes, import fees, and third-party charges may be subject to separate rules.
• Legal rights: Nothing in this policy limits mandatory consumer rights provided by applicable law.