Effective Date: September 6, 2026
At ORA Sales, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may have the right to cancel your purchase and request a refund in accordance with applicable UK consumer protection laws.
1. Your Cancellation Rights
For eligible products purchased online, you generally have the right to cancel your order within 14 days of receiving the goods, without providing a reason.
If your order contains multiple items delivered separately, the cancellation period begins when you receive the final item.
To exercise your cancellation right, please contact us using the details below.
Email: contact@orasales.com
Phone: +44 7853 750154
2. Returning an Item
After notifying us that you wish to cancel, you should return the item within 14 days.
Products should be returned in a condition that allows us to verify their condition. You may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.
Please contact us before returning an item so that we can provide the appropriate return instructions.
3. Products That Cannot Be Returned
Certain products may be excluded from cancellation or return where permitted by UK law, including:
- Perishable goods or products that may deteriorate or expire quickly.
- Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been opened.
- Products that have been personalised or made to the customer's specifications.
- Other products that fall within applicable statutory exceptions.
For coffee and other food or beverage products, please contact us if you have received a damaged, defective, incorrect or faulty product, even where the product would otherwise be excluded from a change-of-mind return.
4. Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Photos of the product and packaging, where applicable
We will review the issue and, where appropriate, provide a replacement, repair or refund in accordance with your statutory rights.
5. Refunds
Once your cancellation has been accepted and the returned goods have been received, we will process your refund in accordance with applicable UK law.
Refunds will normally be made using the same payment method used for the original purchase.
Where applicable, we will refund the cost of standard delivery. Additional costs paid for an upgraded delivery service may not be refundable.
Your payment provider may require additional time to display the refunded amount in your account.
6. Return Shipping Costs
For a change-of-mind return, the customer may be responsible for the direct cost of returning the goods where permitted by law.
If the product is faulty, damaged, incorrect or not as described, we will work with you to resolve the issue and cover applicable return costs where required.
7. How to Request a Return or Refund
To request a return, cancellation or refund, please contact:
ORA Sales
Suite 6560, Unit 3a, 34–35 Hatton Garden
London, EC1N 8DX
United Kingdom
Email: contact@orasales.com
Phone: +44 7853 750154
Please include your order number, name and reason for contacting us so that we can assist you as quickly as possible.
8. Your Statutory Rights
This policy does not affect any rights you have under applicable UK consumer protection laws. If a product is faulty, not as described, or does not meet the requirements of applicable consumer law, you may have additional rights to a repair, replacement or refund.
ORA Sales reserves the right to update this policy when necessary. Any changes will be posted on this page.
