Refund Policy

Refund & Return Policy

Last Updated: September 2026
Website: Oria Store — https://oriastore.net

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

We provide customers with a clear and transparent process for order cancellations, returns, refunds, defective products, damaged products, incorrect products, and products that do not conform to their description.

Nothing in this Policy excludes, restricts, or reduces any mandatory consumer rights or remedies that apply under applicable law.

1. Order Cancellation Before Dispatch

Customers can contact Oria Store as soon as possible if they wish to cancel an order before it has been dispatched.

If we receive the cancellation request before dispatch, we will make reasonable efforts to stop fulfilment and cancel the order.

If the order has not been dispatched and we are able to cancel it, we will confirm the cancellation and issue the applicable refund.

If the order has already been dispatched, the request will be handled under the applicable return or statutory cancellation procedure.

Nothing in this section limits any statutory cancellation rights available to the customer.

2. Statutory Cancellation Rights

For eligible UK online and distance purchases, consumers generally have the right to cancel their purchase within 14 days after receiving the goods without giving a reason.

After notifying the trader of the cancellation, the consumer generally has a further 14 days to return the goods.

Where a statutory cancellation right applies, Oria Store will honour that right in accordance with applicable law.

Certain products and transactions are subject to statutory exceptions or different cancellation rules. Where an exception applies, we will provide the information required by applicable law.

Customers who wish to exercise a statutory cancellation right should contact Oria Store using the contact details provided below.

3. Faulty, Damaged, Incorrect, or Misdescribed Products

Customers should contact Oria Store if a product:

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

We will investigate the reported issue and provide an appropriate remedy where the customer has a valid claim.

We can request reasonable photographs, videos, order information, or other information necessary to assess the reported issue. Such requests do not remove or restrict the customer’s statutory rights.

Where Oria Store is responsible for the issue, we will provide the remedy required by applicable law.

Depending on the circumstances and applicable law, the remedy can include:

– Repair;
– Replacement;
– Refund; or
– Another legally required remedy.

Customers will not be required to contact or negotiate directly with the manufacturer in order to exercise their applicable consumer rights against Oria Store.

Where appropriate, Oria Store will communicate with the manufacturer or an authorised service centre on the customer’s behalf.

4. Products Damaged During Delivery

If a product is damaged during delivery and the delivery service was arranged by Oria Store, customers should contact Oria Store directly.

We will investigate the delivery issue and work with the relevant carrier to resolve the matter.

Where Oria Store is responsible for the delivery-related issue, we will provide the appropriate remedy in accordance with applicable law.

Customers will not be required to pursue a carrier claim themselves where the shipment was arranged by Oria Store.

5. Product Condition for Change-of-Mind Returns

For a statutory cancellation or other return where applicable law permits the customer to inspect and handle the goods, customers should take reasonable care of the product.

Customers can handle the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning.

Where permitted by applicable law, we can make a deduction from the refund for any reduction in value caused by handling that goes beyond what is reasonably necessary to inspect the goods.

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

A missing original box, accessory, or packaging item will not automatically remove a customer’s statutory rights where applicable law provides those rights.

6. Damage or Fault Caused by the Customer

The customer is responsible for damage or loss of value caused by:

– Misuse;
– Accidental damage;
– Improper installation;
– Improper operation;
– Unauthorised modification;
– Unauthorised repair; or
– Other handling beyond what is reasonably necessary to inspect the product,

where permitted by applicable law.

This section does not affect statutory rights relating to products that were defective, faulty, damaged, incorrect, or otherwise non-conforming when supplied.

7. Manufacturer Warranty

Some products are supplied with a manufacturer’s warranty or guarantee.

Where a manufacturer’s warranty applies, the relevant warranty terms will be provided by the manufacturer.

A manufacturer’s warranty is additional to and does not replace, reduce, or remove any statutory consumer rights applicable to the customer.

Where appropriate, Oria Store will assist customers in communicating with the manufacturer or an authorised service provider.

8. Return and Refund Request

Customers can request a return, cancellation, or refund by contacting our Customer Support team.

Customers should provide:

– Order number;
– Full name;
– Product details;
– Reason for the request; and
– Photographs, videos, or other supporting information where reasonably required.

Providing the order number helps us identify the transaction and process the request efficiently.

We will provide appropriate return instructions when a return is required.

9. Return Instructions and Inspection

When a return is required, we will provide the customer with appropriate return instructions.

Returned products will be inspected when necessary to determine their condition and the appropriate outcome.

Inspection does not remove or restrict any statutory rights available to the customer.

Where the return is required because the product is defective, damaged, incorrect, or otherwise our responsibility, Oria Store will arrange or reimburse reasonable return shipping costs as required by applicable law.

For a customer-initiated change-of-mind return, return shipping costs will be handled in accordance with applicable law and the information provided to the customer before or during the purchase.

10. Refunds

When a refund is approved or legally required, Oria Store will issue the refund to the original payment method used for the purchase unless applicable law or the relevant payment provider requires another method.

For eligible UK statutory cancellations, refunds will be processed within the period required by applicable law.

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

Oria Store does not control the processing time applied by a customer’s bank or payment provider after the refund has been initiated.

11. Delivery Charges

Where applicable law requires us to refund delivery charges, Oria Store will refund the eligible standard delivery charge.

Where the customer selected a more expensive delivery option than the least expensive standard delivery option available, the additional premium amount will not be refunded where applicable law permits this.

12. Returns That Do Not Qualify

A voluntary return can be refused where the customer does not have a statutory or contractual right to return the product and the applicable conditions for that voluntary return have not been satisfied.

This can include:

– Customer-caused damage;
– Unauthorised modification or repair;
– Improper installation or operation;
– Misuse;
– Unreasonable handling;
– Missing items caused by the customer; or
– Other circumstances in which no statutory or contractual return right applies.

We will not use this section to refuse a valid statutory claim for defective, faulty, damaged, incorrect, or misdescribed goods.

13. Fraudulent or Abusive Returns

We take reasonable measures to prevent fraudulent or abusive return activity.

Where there are reasonable grounds to suspect fraud, false information, repeated abusive claims, or other dishonest activity, we will investigate the relevant transaction and take appropriate action permitted by law.

Nothing in this section limits legitimate statutory consumer rights.

14. Payment Disputes and Chargebacks

If a customer has a problem with an order, payment, delivery, product, return, or refund, we encourage the customer to contact Oria Store so that we can investigate and provide an appropriate solution.

Customers retain all lawful rights available to them under applicable law and the rules of their payment provider, card issuer, or financial institution.

Nothing in this Policy prevents or restricts a customer’s lawful right to initiate a payment dispute or chargeback.

When a payment dispute or chargeback is initiated, Oria Store can provide the relevant payment provider, financial institution, or card network with appropriate transaction and fulfilment information, including:

– Order records;
– Payment records;
– Customer communications;
– Shipping records;
– Tracking information;
– Delivery confirmation;
– Return information;
– Refund records; and
– Applicable terms and policies.

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

15. Refund Processing Through Payment Providers

Refunds are processed through the payment method used for the original transaction where the payment provider supports this process.

Depending on the payment method, the refund can appear under the name of Oria Store, ORIA DIGITAL LIMITED, or the relevant payment service provider on the customer’s statement.

The time required for a refund to appear in a customer’s account is determined by the relevant payment provider, card issuer, bank, or financial institution.

Oria Store will provide appropriate transaction or refund information when reasonably necessary to help customers identify a processed refund.

16. Consumer Protection

This Policy is intended to operate consistently with applicable consumer protection laws and payment-service requirements.

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

Nothing in this Policy requires a customer to give up a statutory right or remedy that cannot legally be excluded or restricted.

17. Contact Information

For cancellation, return, defective-product, damaged-product, incorrect-product, or refund requests, contact:

Oria Store
Operated by ORIA DIGITAL LIMITED

Company Number: 15480669

Registered Office:
71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

Customer Support:
Email: support@oriastore.net
Email: support@oriadigital.net
Telephone: +44 7404694877
Arabic Support: +212 611053602

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