Refund policy
Luxuries for those who define it better
Thank you for shopping with ORAZA. We take real care over the products we make and the way they reach you. This policy explains when a refund is available, how to request one, and how quickly you can expect it to be resolved. Please read it carefully before placing your order. Words defined in our Shipping Policy, including the meaning of a business day, carry the same meaning here.
1. Please Record an Unboxing Video
Before you open your parcel, please record a single continuous unboxing video.
The video should clearly show the sealed parcel from all sides, including the shipping label, followed by the unsealing process and the full contents inside. Please do not stop and restart the recording.
This is the single most useful piece of evidence in any claim for a missing or damaged item, and it lets us resolve your case quickly and in your favor where the facts support it. Claims submitted without an unboxing video are considerably harder to verify, and we may be unable to approve them where no other evidence is available.
2. Returns and Exchanges
We are unable to accept returns or exchanges once an order has been delivered. Our products are personal care and hygiene items, and for the health and safety of every customer they cannot be resold, restocked or reissued once they have left our control. This is a standard practice for products of this category and applies regardless of whether the item has been opened.
Because of this, we ask that you review your order carefully, including the variant, quantity and shipping address, before confirming your purchase. This does not affect your right to a refund in the circumstances described in Section 3, and it does not limit any right available to you under applicable law.
3. When We Offer a Refund
We offer refunds in the following circumstances:
- Non delivery. Your order was not delivered to you within the timelines set out in our Shipping Policy, and the shipment cannot be traced or recovered.
- Damaged on arrival. Your product arrives broken, cracked, crushed or otherwise physically damaged in transit.
- Defective product. Your product has a manufacturing fault that makes it unusable for its intended purpose.
- Wrong or missing item. You receive a product different from the one you ordered, or an item listed on your invoice is absent from the parcel.
You do not need to ship the product back to us for an approved claim unless we specifically ask you to. Please keep the product and all of its original packaging until your claim has been fully resolved.
4. Order Cancellations
You may cancel your order at no cost at any time before it has been dispatched. To cancel, contact us as early as possible using the details in Section 9 with your order number. Once a shipment has been handed to our courier partner, it can no longer be cancelled, and Section 8 will apply if it is returned to us undelivered.
5. How to Request a Refund
Please contact us within 7 calendar days of delivery, or within 7 calendar days of the expected delivery date where the order never arrived. Requests received after this window cannot be considered.
Email us at help.oraza@gmail.com and include the following:
- Your order number.
- Your full name and contact number.
- The reason for your request, and which items are affected.
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Supporting evidence, as follows:
- For a non delivery claim: a screenshot of the courier tracking page showing the shipment as undelivered, or written confirmation from the courier.
- For a damaged, defective, wrong or missing item claim: your unboxing video, together with clear photographs of the outer packaging and of the product itself from several angles.
Sending everything in your first email allows us to begin our review straight away and is the fastest route to a resolution.
6. How We Review Your Request
Every request follows the same process, so you always know where your claim stands:
| Stage | What happens | Timeline |
|---|---|---|
| Acknowledgement | We confirm that your request has reached us | Within 1 business day |
| Evidence review | Our team reviews your video, photographs and tracking details | Begins on acknowledgement |
| Verification | We investigate with our courier or fulfillment partners | 5 to 6 business days |
| Decision | We notify you of the outcome by email | Within 1 business day of verification |
| Disbursement | Approved refunds are sent to your original payment method | 3 to 5 business days |
We may contact you during verification if we need anything further. Where we do, the timeline pauses until we receive your reply.
7. How Refunds Are Paid
- Original payment method. Approved refunds are returned to the method used at checkout. We cannot redirect a refund to a different card, account or wallet.
- Bank processing time. Once we release a refund, your bank or payment provider may take a further 3 to 7 business days to credit it to your account. This period is outside our control.
- Partial refunds. Where only part of an order is affected, we will refund the value of the affected items rather than the full order.
- Declined requests. Requests that fall outside the circumstances in Section 3, or that are not supported by sufficient evidence, will be declined. We will always explain our reasoning in writing.
8. Failed Delivery and Return to Origin
We make genuine efforts to complete every delivery. Our courier partners will ordinarily attempt delivery more than once, and if an attempt is unsuccessful we will also try to reach you by phone on the number provided at checkout.
If we cannot reach you, or the parcel remains undelivered after those attempts, the shipment is marked as Return to Origin (RTO) and sent back to us.
Where a parcel is returned as RTO for a reason attributable to the customer, such as an incorrect or incomplete address, repeated unavailability at the delivery address, or refusal to accept the parcel, a full refund cannot be issued. In these cases we will refund the order value after deducting the actual forward and return shipping costs we have incurred, together with any applicable taxes and payment gateway charges.
Where a parcel is returned for a reason attributable to ORAZA or to our courier partners, you will receive a full refund with no deduction. We appreciate your understanding and cooperation.
9. Additional Terms
- Please retain the product and all original packaging until your claim has been fully resolved. Discarding either may prevent us from completing our investigation.
- ORAZA reserves the right to decline any request that appears fraudulent, is submitted in bad faith, or falls outside these guidelines.
- Nothing in this policy limits or excludes any right or remedy available to you under the Consumer Protection Act, 2019 or other applicable law in India.
- We may update this policy from time to time. The version published on our website at the time you place your order is the version that applies to that order.
10. Contact Us
If you have any questions about this policy or about an existing request, we are happy to help.
ORAZA
A-203, Twin Tower, Abrama Road
Mota Varachha, Surat, Gujarat 394101
India
Email: help.oraza@gmail.com
Support hours: Monday to Sunday, 10:00 AM to 6:00 PM IST
Contact page: oraza.in/pages/contact
Please quote your order number in every message so that we can help you faster. We typically respond within one business day.
