Refund policy

RETURN AND REFUND POLICY

At ORLUMA, we want you to feel confident about your purchase.

RETURN WINDOW
You may request a return within 15 calendar days of delivery. To qualify, the item must be returned in the same condition in which it was received, with its original packaging and proof of purchase. Products eligible for an ORLUMA comfort trial may be tested only as described on the relevant product page and must not show damage, stains, misuse or improper care.

HOW TO REQUEST A RETURN
Email g43061089@gmail.com with your order number, the item you wish to return and the reason for the request. If the item arrived damaged, defective or incorrect, include clear photographs. Please do not send products back before receiving return instructions.

DAMAGED OR INCORRECT ITEMS
Inspect your order upon delivery and contact us promptly if an item is damaged, defective or incorrect. When the issue is confirmed, ORLUMA will provide an appropriate replacement, refund or other remedy and will cover reasonable return costs where required.

NON-RETURNABLE ITEMS
Items marked final sale, gift cards, personalized goods and products damaged through misuse or care contrary to the instructions cannot be returned. For hygiene reasons, used or washed products are not eligible unless they are covered by an expressly stated comfort trial or are defective.

EXCHANGES
The quickest way to receive another item is to request a return and, once it is approved, place a new order for the desired product.

RETURN SHIPPING
Unless an item is defective, damaged or incorrect, return shipping costs are normally the customer's responsibility. Any applicable cost will be explained before the return is authorized.

REFUNDS
After the returned item is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method, normally within 10 business days. Your bank or payment provider may require additional processing time.

Nothing in this policy limits consumer rights that cannot legally be excluded.

CONTACT
ORLUMA
Email: g43061089@gmail.com
Bookify Hub, 7175, 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom