Refund policy

Return & Refund Policy

At OroHeal, we maintain a strict return process to ensure product quality and hygiene. By placing an order, you agree to the following terms:

1. 14-Day Return Window

You have 14 days from the date you receive your item to request a return. After 14 days have passed, we unfortunately cannot offer you a refund or exchange. To be eligible, your item must be:

  • In the same condition that you received it (unworn and unused).
  • In its original packaging with all tags attached.
  • Accompanied by the original receipt or proof of purchase.

2. How to Start a Return

To initiate a return, you must contact us at info@oroheal.com.

  • Authorization Required: Items sent back to us without a prior return request will be rejected and will not be eligible for a refund.
  • Return Address: All authorized returns must be shipped to our central hub: FLAT/RM A 12/F ZJ, 300 Lockhart Road, Wan Chai, Hong Kong.
  • Shipping Arrangements: Please note that we do not provide return shipping labels. For change-of-mind returns, the customer is solely responsible for arranging the shipment and paying the international return shipping rates to our warehouse in Hong Kong.
  • Tracking Recommendation: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and a refund can only be processed once the item is physically received and inspected at our hub.

3. Damages and Issues

Please inspect your order immediately upon arrival. You must contact us within 24 hours of delivery if the item is defective, damaged, or incorrect. This allows us to evaluate the issue and file a claim with the carrier.

4. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Personal Care Goods: Beauty products, skincare, and hygiene items.
  • Custom Products: Personalized items or special orders.
  • Sale Items & Gift Cards: All sales on these items are final.


5. Exchanges

To get a different item quickly, we recommend returning the original item for a refund and placing a new, separate order for the replacement.

6. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

  • Processing: Approved refunds are processed back to your original payment method within 10 business days.
  • Delayed Refunds: If you haven't received your refund after 15 business days from approval, please contact us at info@oroheal.com.