Return Policy

Effective Date: February 19, 2025

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Scope and Intent

This Refund & Return Policy applies to all purchases made through the www.ora-fragrance.com website. Our goal is to ensure your complete satisfaction with every order. If you are not entirely satisfied, please review this policy carefully to understand your options for returns, exchanges, and refunds.

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Contact Information

If you have any questions regarding returns and refunds, our customer service team is here to help:

• Email: info@ora-fragrance.com
• Phone: +1 307-430-1703
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (MT)
• Closed on weekends and U.S. public holidays

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Return Window

You have 30 days from the date you receive your order to initiate a return or request a refund. To be eligible for a return, items must be:

• Unused
• In their original condition
• In original packaging

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How to Initiate a Return

1. Return Request:
   Contact our customer service team at info@ora-fragrance.com. Please include your order number, contact details, and a brief explanation of the reason for your return.
2. Return Authorization:
   Upon reviewing your request, we will provide return instructions. If applicable, a prepaid shipping label may be provided.
3. Packaging and Shipping:
   Securely pack the item, include all original tags and packaging materials, and enclose a copy of your order confirmation or invoice.

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Return Shipping Costs

• Defective or Incorrect Items:
  If you receive a defective, damaged, or incorrect item, Ora Fragrance will cover the cost of return shipping.
• Change of Mind:
  If you wish to return an item for any other reason, you are responsible for the return shipping cost.

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Conditions for Return and Refund

• Change of Mind:
  Returned items must be unused, undamaged, and in original packaging. Refunds will be issued after inspection and approval.
• Defective Goods:
  If you receive a defective product, contact us within 48 hours of delivery. Include clear photos of the defect for our review. We will arrange for a replacement or refund.
• Damaged During Shipping:
  If your order arrives damaged, notify us within 48 hours of delivery, with photos of the damage. We will provide a replacement or refund.
• Incorrect Product Received:
  If you receive the wrong item, contact us immediately. We will cover return shipping and promptly send the correct product.
• Lost Packages:
  If your package does not arrive, contact us to initiate an investigation with the carrier. If the package is not located, we will issue a full refund or send a replacement.
• Order Cancellation:
  Orders can be canceled before shipment. If the order has already shipped, you must follow the return process upon delivery.

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Refund Process

• Inspection and Approval:
  Once your return is received and inspected, we will notify you regarding approval or denial of your refund.
• Refund Timeline:
  Approved refunds will be issued to your original payment method within 30 days.
• Partial Refunds:
  In certain cases, partial refunds may be issued for items that are not in their original condition, missing parts, or damaged due to reasons not caused by Ora Fragrance.

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Non-Returnable Items

For hygiene, safety, and legal reasons, the following items are non-returnable:

• Custom or personalized items
• Intimate items such as undergarments (unless unopened and unused)
• Gift cards

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Exceptions to the Refund Policy

This policy does not affect any legal rights you may have under applicable consumer protection laws. For further clarification, please contact our customer service team.

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Return Address

All authorized returns must be shipped to:

Ora Fragrance
Ora Fragrance LLC
1001 S Main St, Suite 700
Kalispell, MT 59901
USA

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Shipping Methods and Costs

• Shipping Options:
  • Expedited & Secure Premium (Insured, Trackable & Handling): $7.99
  • Expedited & Secure Premium (Trackable & Handling) for orders $50.00 and up: Free
  • Standard Delivery with Tracking: Free
• Shipping Carrier:
  Trusted carriers with full tracking services.
• Processing Time:
  Please allow 5–7 business days for return processing and refund issuance after receipt of the return.

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Questions?

For any additional questions or assistance, please contact us:

• Email: info@ora-fragrance.com
• Phone: +1 307-430-1703