Refund policy

Returns & Claims Policy

At ORAÏ, we want every order to arrive exactly as expected. If your item arrives damaged, defective, or incorrect, we'll work with you to make it right.

Eligible Claims

We can assist when an item arrives:

damaged in transit;
with a manufacturing defect; or
different from the item you ordered.

Claims must be submitted within 10 days of delivery.

How to Report an Issue

If your item arrives damaged, defective, or incorrect, please submit a request through our Contact form within 10 days of receiving your order. Please include:

your order number;
a brief description of the issue;
clear photos and/or video showing the damage, defect, or incorrect item; and
photos of the packaging when relevant.

Please do not send any item back before receiving instructions from us.

Damaged Orders

Transit-damage claims apply when the product itself has been damaged during shipping.

Minor cosmetic damage to the outer shipping box or packaging — including dents, creases, scuffs, or compression — does not by itself qualify for a replacement or store credit when the product inside arrives undamaged and in proper condition.

If packaging damage has affected the product, please include photos of both the item and the packaging with your claim.

Resolutions

Once your claim has been reviewed and approved, ORAÏ will provide the appropriate resolution based on the circumstances of the claim and product availability. This may include:

a replacement at no additional cost;
store credit for the approved amount; or
any other remedy required under applicable law.

If a physical return is required for an approved claim for a damaged, defective, or incorrect item, ORAÏ covers the return shipping cost.

Returns We Cannot Accept

Because items cannot be resold once shipped, we are unable to accept returns, exchanges, replacements, or store credit for:

change of mind;
ordering the wrong size, style, or color;
personal expectations regarding color, appearance, or fit;
general dissatisfaction unrelated to a manufacturing or quality issue;
incorrect, incomplete, or undeliverable shipping information provided at checkout;
packages refused by the recipient; or
packages left unclaimed at a post office, parcel locker, pickup point, or other carrier facility.

Exchanges

We do not offer exchanges for changes in size, style, or color preference. If you would like a different item, a new order must be placed.

Return Instructions

Please do not return an item without first submitting a claim or request through our Contact form. If a physical return is required, we will provide the return instructions and the return address once your claim or request has been approved.

Order and Delivery Issues

Please review your shipping information carefully before placing your order. If an order cannot be shipped within the timeframe promised, or cannot be fulfilled, ORAÏ will provide the options and remedies required by applicable law. In the United States, federal rules can require a full refund rather than store credit when an order is not shipped.