Refund & Returns Policy

This policy explains how ORA Luxury Ltd (“ORA”) handles returns, refunds, exchanges, corrections and cancellations for purchases made online, by Mobile Money, by debit or credit card, by bank transfer, or in person. By completing a purchase you confirm that you have read and agreed to it — it forms part of our Terms of Service.

Because ORA products are hygiene and personal-care goods, special conditions apply once a product has been opened or its seal broken — see “Opened products” below. Nothing in this policy removes any right you hold under Rwandan consumer-protection law: where the law gives you a stronger right, the law applies.

We accept change-of-mind returns when all of the following are met: the product is unopened, with its hygiene seal and original packaging intact; you provide valid proof of purchase (order number, receipt, or the Mobile Money / card / bank transaction reference); and the request is made within the window below.

In-store purchases: within 7 days of purchase. Online, Mobile Money and card orders: within 14 days of delivery or collection. Time runs from the date on your proof of purchase or delivery confirmation. We may decline a return or adjust a refund where these conditions are not met. No restocking fee applies to eligible unopened returns.

If you notice a mistake — wrong product, scent, size or quantity — contact us immediately with your order number. Before dispatch you may choose an order correction (we swap the item and settle any price difference), a full refund, an exchange of equal value, or store credit. A full refund is guaranteed for any order cancelled for a genuine mistake before it has been delivered and opened.

After dispatch but before delivery, you may decline the delivery and the unopened order is refunded in full, less any delivery cost we cannot recover.

For reasons of health, safety and hygiene, ORA products cannot be returned, refunded or exchanged on a change-of-mind basis once opened or once the protective seal is broken. A broken seal means we can no longer verify the product’s condition or guarantee its safety, so it must be treated as used. This is the standard rule for fragrance, hygiene and personal-care goods and it protects every customer we serve.

This never affects your rights for faulty goods: if an opened product is defective, leaking, damaged in transit, or is not what you ordered, the “Faulty or incorrect items” section below applies in full.

Unless faulty, damaged or not as described: opened or seal-broken products; personalised, monogrammed or custom-blended items; gift cards and store credit; and items marked “final sale” or “clearance” at the time of purchase.

If a product arrives faulty, damaged, leaking, or is not what you ordered, contact us within 7 days of delivery with your proof of purchase and photos. Once we confirm the issue you are entitled to a replacement or a full refund — including any original delivery cost — in line with Rwandan law, and we cover the reasonable cost of returning the item. For change-of-mind returns, return delivery is paid by the customer.

Approved refunds go to the original payment method only — never to a different number, card or account. This protects you against fraud. Mobile Money refunds return to the registered number used to pay (typically 1–3 business days); card refunds return to the same card (5–14 business days, depending on your bank); bank transfers return to the originating account (3–7 business days). In-store cash purchases are refunded by Mobile Money or as store credit. Fees charged by payment providers are not refundable.

A deposit reserves an out-of-stock or made-to-order item for 30 days or until the agreed delivery date. If we cannot supply the item, your deposit is refunded in full. Custom-blended and made-to-order items are non-refundable once production has begun; other reservation cancellations after production starts are settled as store credit.

Where eligible, you may choose an exchange (settling any price difference) or store credit instead of a refund. Store credit is valid for one year, is non-transferable and cannot be redeemed for cash.

To protect our customers and the business, we may verify your identity and the original transaction before issuing any refund, and we may decline or pause a refund where we reasonably suspect fraud or where the payment is under a chargeback or reversal dispute. Submitting false information to obtain a refund may be reported to payment providers and the relevant authorities.

Where a separate written supply agreement exists, that agreement governs those transactions. Wholesale refunds are made only by transfer to the bank account from which payment was received, against proof of the original payment.

To request a return, correction or refund — or to challenge a decision — contact contact@ora.luxury or call +250 788 353 916 quoting your order number. We confirm whether a request is approved, with instructions, within 2 business days, and we aim to resolve any dispute within 5 business days. Unresolved matters may be referred to the relevant Rwandan consumer-protection authority or to mediation.

We may update this policy from time to time; the version in force at the time of your purchase applies to that purchase. ORA Luxury Ltd · Kigali–Gasabo, Rwanda · TIN 156501602.