Refund policy

RETURN & REFUND POLICY

At ORANA, we stand behind the quality of our products and want you to have a great experience. This policy explains your rights regarding returns, refunds, damaged products, and incorrect orders.

Returns

You may return eligible products within 14 days of receiving your order.

To be eligible for a return, the product must be unused, unopened, in its original packaging, and in resalable condition.

For health protection and hygiene reasons, sealed products that have been opened or unsealed after delivery cannot be returned where the applicable law permits this exception.

To request a return, please contact us at info@oranasense.com before sending the product back.

Unless the product is defective, damaged, incorrect, or otherwise covered by your statutory rights, return shipping costs are the responsibility of the customer.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon receipt. If your order arrives damaged, defective, or you receive the wrong product, contact us at info@oranasense.com as soon as possible and include:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We will review the issue and provide an appropriate remedy in accordance with applicable consumer protection laws.

Refunds

Once we receive and inspect an eligible return, we will notify you of the status of your refund.

Approved refunds will be issued to the original payment method. Please allow up to 5–10 business days for your bank or payment provider to process the refund after it has been issued.

Non-Returnable Items

Unless otherwise required by applicable law, we cannot accept returns of:

  • Opened or used products
  • Products with a broken or removed hygiene seal
  • Products that are not in their original condition due to handling beyond what is necessary to inspect them
  • Products purchased from unauthorized sellers or third-party marketplaces

These restrictions do not affect your statutory rights in relation to defective, damaged, or incorrectly supplied products.

Lost Shipments

If your package appears to be lost in transit, please contact us at info@oranasense.com.

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

ORANA is not responsible for delays caused by carriers, customs authorities, weather conditions, or other circumstances outside our reasonable control. This does not affect any rights you may have under applicable consumer protection laws.

Contact

For questions regarding returns, refunds, or your order, please contact:

ORANA Support
info@oranasense.com