Refund policy
30-day returns
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days. We go further: you have 30 days from the day you receive your order to return it, without giving any reason.
To cancel, email us at support@oraalia.com with your order number, and we’ll send you the returns address and instructions. Please don’t send a parcel back without contacting us first: without a return reference we can’t match your parcel to your refund.
Returning an item
- please return the item complete, with its accessories and original packaging
- you may handle the item as you would in a shop to establish its nature, characteristics and how it works; if it has been handled more than that, we may reduce your refund to reflect any loss in value
- personalised items cannot be returned unless they are faulty
- please send your return within 14 days of telling us you wish to cancel
You pay the cost of returning the item, unless it is faulty or not what you ordered – in that case, we cover the return.
Refunds
Once we’ve received your return (or proof that you’ve sent it back, whichever comes first), we’ll refund you within 14 days, using the same payment method you used to place your order. Your refund covers the price of the item and any standard delivery charge you paid.
Depending on your bank, it may take a further 3 to 10 working days for the money to appear in your account.
Faulty or damaged items
If your item arrives damaged or doesn’t work, please contact us within 48 hours of receiving it at support@oraalia.com, with photos of the product and its packaging. We’ll send you a replacement or give you a full refund – your choice, at no cost to you. This does not affect your statutory rights set out below.
Your statutory rights and our guarantee
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren’t, you’re entitled to reject them and get a full refund within 30 days of delivery; after that, you’re entitled to a repair or replacement, or in some cases a price reduction or refund. You can make a claim for up to six years (five years in Scotland). These statutory rights apply regardless of our own guarantee.
On top of that, we give you a one-year guarantee: if your product develops a fault or stops working within 365 days of delivery, we’ll repair or replace it at no cost to you.
Order not received
If your parcel hasn’t arrived 30 days after dispatch, email us: we’ll open a claim with the carrier and either send your order again or refund you.
Contact us
support@oraalia.com – we reply within 24 hours on working days.