Refund policy

ORAZA Refund & Return Policy

Thank you for shopping with ORAZA. We strive to deliver high‑quality products and a seamless experience. Please read this policy carefully—it outlines our refund and return guidelines.

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For your safety and smooth resolution of any concerns, we request all customers to record a clear unboxing video before opening the package. The video should capture the parcel from all sides, the unsealing process, and the contents inside.

• In case of missing items or damage, this video will serve as valid proof to help us investigate and resolve the issue quickly.

• Claims without an unboxing video may not be eligible for investigation.

1. No Returns, No Exchanges
• All sales are final. ORAZA does not accept returns or exchanges for any products once delivered.
• Please review your order carefully before confirming your purchase.


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2. Refunds Only in Exceptional Cases


We offer refunds only under the following circumstances:


1. Non‑Delivery
If your order does not arrive (as per our Shipping Policy), you may request a refund.


2. Damaged or Defective Items
If you receive a product that is broken, damaged, or defective on arrival, you may request a refund.

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3. How to Request a Refund


To initiate a refund, please contact our Customer Support team within 7 calendar days of the expected delivery date:
 • Email:help.oraza@gmail.com

 


When you contact us, provide:
• Order Number
• Full Name & Contact Details
• Reason for Refund Request (non‑delivery or damaged item)
• Evidence:
• For non‑delivery: screenshot of courier tracking showing “undelivered,” or a statement from the courier.
• For damaged items: clear photographs of the damaged packaging and product from multiple angles.


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4. Verification Process
1. Acknowledgment: We will acknowledge your refund request within 1 business day.
2. Evidence Review: Our team will review the submitted evidence.
3. Verification Period: Please allow 5–6 business days for us to complete our investigation and verification.
4. Decision: We will notify you by email of our decision once verification is complete.

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5. Refund Disbursement
• Approved Refunds: If your refund is approved, we will process it to your original payment method within 3–5 business days of the approval notification.
• Partial Refunds: In rare cases where only part of an order is affected, we may issue a partial refund.
• No Refunds: Requests that do not meet the above criteria or lack sufficient evidence will be declined.

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6. Important Notes
• Refund requests submitted after 7 calendar days from the expected delivery date will not be considered.
• Please retain all original packaging until your refund is fully processed.
• Oraza reserves the right to refuse any refund request that appears fraudulent or outside these guidelines.

7.Return to Origin (RTO) Policy

We strive to ensure timely delivery of all orders and make genuine efforts to contact customers in case of delivery issues. If the delivery attempt fails, we will reach out to the customer via phone.

Should the customer be unavailable to receive the call or respond, the order will be classified as Return to Origin (RTO).

Please note that in such circumstances, a full refund cannot be provided. Refunds will be processed after deducting applicable shipping charges and taxes.

We appreciate your understanding and cooperation.

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• Business Hours: Monday–Saturday, 9 AM–6 PM IST


Thank you for choosing Oraza. We appreciate your understanding and look forward to serving you again.