Refund policy

This Return & Refund Policy applies to purchases made from Orae Naturals through oraenaturals.store.

We aim to make shopping with us simple and transparent. Please read the policy below before requesting a return or refund.

1. Return Eligibility

You may request a return if:

  • You received the wrong item
  • Your item arrived damaged or defective
  • Your order was incomplete
  • You received an expired product
  • You received a product different from what you ordered

To be eligible, you must contact us within 7 days of delivery.

2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for opened or used skincare or haircare products unless the item arrived damaged, defective, or incorrect.

We also do not accept returns for:

  • Change of mind after delivery
  • Products damaged due to misuse or improper storage
  • Requests made after the return window

3. How to Request a Return

To request a return, contact us with:

  • Full name
  • Order number
  • Clear reason for return
  • Photos of the item (if damaged, defective, or incorrect)

Email: info@oraenaturals.store
Phone / WhatsApp: +92 306 4656180

Please do not send any item back without approval from our support team.

4. Refunds

Once your return request is reviewed and approved:

  • If the issue was caused by us, a full refund or replacement will be offered
  • Refunds are processed after the returned item is received and inspected (if return is required)
  • Approved refunds are normally completed within 5–10 business days

Refunds are issued using a suitable method agreed with the customer, such as bank transfer or mobile wallet.

5. Cash on Delivery Orders

For Cash on Delivery orders, payment is collected at the time of delivery. If a refund is approved after delivery, the refund will be sent separately through an agreed payment method.

6. Order Cancellation

You may cancel your order before it has been dispatched. Once an order has been shipped, it can only be handled under this Return & Refund Policy.

To cancel an order, contact us as soon as possible.

7. Damaged Parcels

If the outer parcel appears severely damaged at delivery, please take photos before opening and contact us immediately. This helps us resolve courier claims faster.

8. Contact Information

Orae Naturals
A4/11 H Block Commercial Market, Valencia Town, Lahore, 54000, Pakistan
Email: info@oraenaturals.store
Phone: +92 306 4656180

9. Policy Updates

We may update this policy from time to time to reflect operational or legal changes. The latest version will always be available on our website.