Refund Policy

Refund & Return Policy

Last Updated: September 2026

This Refund & Return Policy applies to purchases made through Oria Store, operated by ORIA DIGITAL LIMITED.

We aim to provide customers with a clear and fair process for cancellations, returns, refunds, and products that are defective, damaged, incorrect, or materially different from their description.

Nothing in this policy limits any mandatory statutory rights available to consumers under applicable law.

1. Order Cancellation Before Dispatch

Customers may contact us as soon as possible if they wish to cancel an order before it has been dispatched.

We will make reasonable efforts to accommodate cancellation requests received before dispatch.

If an order has already been dispatched, the cancellation may instead be handled under the applicable return or statutory cancellation procedure.

2. Statutory Cancellation Rights

Where applicable to the purchase and customer, consumers may have statutory cancellation rights under applicable consumer protection legislation.

For eligible UK distance sales, consumers generally have a right to cancel within 14 days after receiving the goods, followed by a further period to return the goods.

Certain statutory exceptions may apply depending on the nature of the product and circumstances of the sale.

Customers should contact us if they wish to exercise a statutory cancellation right.

3. Faulty, Damaged, Incorrect, or Misdescribed Products

If a product:

– Arrives damaged;
– Is defective;
– Is materially different from its description;
– Is the wrong product; or
– Is missing components that should have been included,

please contact us as soon as reasonably possible.

We may request photographs, order information, or other reasonable evidence to help us assess the issue.

Where the customer has a valid claim, we will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, refund, or another legally required remedy.

4. Product Condition for Returns

Where a return is permitted, customers should return the product with reasonable care.

Where legally permitted, a refund may be adjusted to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.

Customers should, where reasonably possible, return the product with its original accessories, documentation, and packaging.

5. Products Not Covered by a Voluntary Return

A return may not be accepted where the relevant legal conditions for return are not satisfied, including circumstances involving:

– Damage caused by misuse or accident;
– Improper installation or operation;
– Unauthorized modification or repair;
– Damage caused by unreasonable use;
– Missing components or accessories where the customer is responsible for the loss; or
– Other circumstances where the customer’s statutory or contractual return rights do not apply.

This does not affect any mandatory consumer rights concerning faulty or misdescribed products.

6. Manufacturer Warranty

Some products may include a manufacturer’s warranty.

Manufacturer warranties are provided subject to the relevant manufacturer’s terms and may differ by product.

A manufacturer’s warranty does not replace or reduce any statutory consumer rights that apply to the customer.

7. Return Request

To request a return or refund, customers should contact our support team and provide:

– Order number;
– Customer name;
– Product details;
– Reason for the request; and
– Any supporting photographs or information reasonably required to assess the request.

We will provide further return instructions where appropriate.

8. Return Approval and Inspection

Where a return is approved, the customer may be required to return the product using the instructions provided by our support team.

Returned products may be inspected to determine whether the return conditions have been satisfied.

9. Refunds

Approved refunds will normally be issued to the original payment method used for the purchase.

The time required for the refund to appear in the customer’s account may depend on the payment provider, card issuer, bank, or other financial institution.

10. Delivery Charges

Where required by applicable consumer protection law, eligible standard delivery charges will be refunded.

Additional charges for an optional premium delivery method may not be refundable where permitted by law.

11. Fraudulent or Abusive Returns

We reserve the right to investigate suspected fraudulent, abusive, or dishonest return activity.

Nothing in this section affects legitimate statutory consumer rights.

12. Payment Disputes

If a customer has a problem with an order, we encourage the customer to contact us so that we can investigate and provide an appropriate solution.

Customers retain any rights available to them under applicable law and the rules of their payment provider or card issuer.

Customers must not knowingly provide false or fraudulent information in connection with a payment dispute.

13. Consumer Protection

This policy is intended to operate consistently with applicable consumer protection laws.

Where mandatory law provides a customer with rights that differ from this policy, the mandatory legal rights will apply.

14. Contact

For return or refund requests, please contact Oria Store using the customer support details provided on our website.

Please include your order number whenever possible so that we can process your request efficiently.