Refund policy

Refund & Return Policy

Welcome to Orelia Pure!

At Orelia Pure, we aim to provide a clear, transparent, and fair refund and return policy. This policy explains your rights, our return conditions, and the steps to follow if you wish to request a return, refund, or complaint review.

Please note: Orelia Pure is registered in the United Kingdom and operates under UK law, while respecting applicable consumer rights for customers within our supported delivery regions.

1. Order Cancellations Before Shipment

Once an order has been placed, it cannot be changed or cancelled, as order processing begins immediately.

By placing an order, the customer agrees that the fulfilment process starts right away. Therefore, cancellation requests cannot be guaranteed once the order has been submitted.

2. Exceptions to the Right of Return After Shipment

Customers may have the right to cancel their purchase within 14 days after receiving their order, where applicable by law.

However, this right does not apply in the following cases:

Hygiene and health products: If the seal has been broken, these products cannot be returned for hygiene and health protection reasons. This includes opened creams, oils, cosmetics, and similar beauty products.
Personalised products: Items specially customised or made for the customer cannot be returned.
Digital products or services: Once a digital product or service has been delivered, activated, or accessed with the customer’s consent, it cannot be returned.

3. Uncollected Parcels

If a parcel is not collected from a pickup point, cannot be delivered successfully, or is returned to us due to customer inaction, this is not considered a valid return under the right of withdrawal.

In this situation, the parcel will normally be reshipped after confirmation from the customer.

The following costs may apply:

The actual shipping cost of the original shipment
The actual cost of the return shipment
An administrative fee of £10 to cover processing and handling

4. Refund Exceptions

Immediate processing: Once an order is placed, the processing and packaging process begins immediately. Refunds are therefore not possible unless otherwise agreed or required by applicable law.
Incorrect order details: If the customer enters incorrect information at checkout, such as an incorrect address or wrong product selection, the customer is responsible for any return, exchange, or reshipment costs.

5. Return & Refund Conditions

To be eligible for a return, products must meet the following conditions:

Products must be returned in their original condition and original packaging.
Products must be unused, unopened, and complete.
Damaged, used, opened, or incomplete products may not be accepted.
Return shipping costs are always the responsibility of the customer.
Returns must be sent to our designated return warehouse. Return instructions and the return address will be provided after contacting our customer support team.

6. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or incorrectly delivered:

Sale items or discounted products
Products purchased using a gift card
Opened or unsealed hygiene, cosmetic, or beauty products
Personalised or customised products
Digital products or activated services

7. Money-Back Guarantee

A money-back guarantee only applies if:

The product was damaged during transport.
The product was delivered incomplete.
The wrong product was delivered.

Returns or complaints resulting from incorrect product use are not accepted. Always follow the usage instructions provided on the product packaging.

8. Limitation of Liability

Orelia Pure is not responsible for delays, errors, or other consequences caused by external factors, including but not limited to:

Natural disasters
Pandemic-related disruptions
Carrier delays
Customs delays
Incorrect information provided by the customer

We are also not liable for delivery issues caused by incorrect customer details, such as an incorrect or incomplete shipping address.

9. Complaints & Claims

If a product is defective, damaged, or incorrectly delivered, please contact us within 14 days of receiving your order.

To submit a complaint or claim, contact our customer support team at:

Email: support@oreliapure.com

Please include:

Your order number
A clear description of the issue
Photos showing the damage, defect, or incorrect item where applicable

If your claim is approved, we may offer a replacement, refund, or other suitable resolution in accordance with applicable consumer law.

10. Shipping Delays

We aim to deliver all orders within the estimated delivery timeframe. However, delays caused by external factors, such as carrier backlogs, customs inspections, severe weather, or other circumstances outside our control, may occur.

Orelia Pure does not offer compensation for delivery delays caused by third-party carriers or external circumstances beyond our control.

11. Product Results & Use

Product results may vary from customer to customer. We do not guarantee that results described on our website will apply to every customer, as the effect of beauty and skincare products may differ depending on the individual.

Orelia Pure is not responsible for damage, irritation, injury, or other issues resulting from incorrect use of the product, failure to follow instructions, or misuse.

12. Contact Information

For questions about this Refund & Return Policy or for further assistance, please contact:

Orelia Pure Customer Support
Email: support@oreliapure.com

Business Information

Company Name: TERAMINDS LTD
Company Registration Number: 16900658
Registered Address:
61 Bridge Street
Kington, Herefordshire
HR5 3DJ
United Kingdom

Contact Us

Email: support@oreliapure.com
Business Hours: Monday – Friday | 08:00 – 20:00