Returns/ replacement and cancellation Policy

As per our policies, the definition of ‘return’ is : When a customer sends back an item they bought on OLRAA. On a similar note, the definition of ‘replacement’ is, ‘ When we send you a new item to replace one that is damaged, defective, wrong, or missing from your order’.

Reasons for a Return or Replacement

• The item arrived damaged during shipping.
• The item is defective.
• Items are missing from your order.
• You received the wrong item.
• The item is the wrong size.
• The item is expired or close to expiring.

The process of return or replacement

• You can request a return or replacement online through your OLRAA account or by emailing us.
• Include photos of the package and the item(s) if it was damaged, missing, or wrong.
• There are time limits for requesting a return or replacement:
• Wrong item/size exchange: within 7 days of delivery.
• Missing item: within 2 days of delivery.
• Damaged/defective item or expired product: within 2 days of delivery.
• We will pick up the item for return free of charge.

What can't be Returned or Replaced?

• Items returned outside the time limit.
• Items that are partially used or consumed.
• Minor leakage (up to 25%) of liquid products.
• Items missing parts like tags, labels, or original packaging.
• Defective products covered under the manufacturer's warranty (contact the manufacturer directly).
• Items damaged due to misuse by the customer.
• Certain items like elastic supports, stockings, and books.
• Opened or used consumable items.
• Products with tampered or missing serial numbers.

What Happens After You Request a Return or Replacement?

• We will review your request and verify your claim.
• If your request is approved, we will send you a replacement or issue a refund within 30 days of receiving the returned item.

Cancelling Your Order

• You can cancel your order before it ships by logging in to your OLRAA account.
• If your order has already shipped, you can refuse the package from the courier company, and we will issue a refund once we receive the package back.
• We may also cancel your order if our courier cannot deliver it or if there is an issue with the pricing or availability of the item.

Important Notes

• Please return items in their original packaging, if possible.
• We will only issue a refund for the damaged or incorrect item(s) in an order, not the entire order.
• OLRAA reserves the right to reject returns or replacements if they believe the complaint is fraudulent.