Refund policy
RETURN & REFUND POLICY
Last updated: November 6, 2026
At Orentha Body, we want every order to arrive correctly and in good condition.
Returns
We accept return requests within 14 days of confirmed delivery.
To be eligible for a return:
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The item must be unused and unopened.
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The item must be in its original condition and packaging.
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You must contact us before sending the item back.
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The customer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
For hygiene and safety reasons, opened or used body-care products, exfoliating products, massage tools, and other personal-care items cannot be returned for change-of-mind reasons.
Do not send a return without approval. Unauthorized returns may not be accepted.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or incomplete, contact us within 7 days of delivery at:
Please include:
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Your order number
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A description of the problem
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Clear photos or video showing the issue
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Photos of the packaging when applicable
After reviewing the claim, we may provide a replacement, partial refund, or full refund depending on the situation.
Minor damage to external shipping packaging that does not affect the product itself does not automatically qualify for a refund.
Cancellations
Contact us as soon as possible if you need to cancel or change an order.
We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipment.
Incorrect Addresses
Customers are responsible for providing a complete and accurate shipping address.
We are not responsible for delivery problems caused by:
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Incorrect addresses
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Missing apartment or unit numbers
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Incorrect postal or ZIP codes
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Refused packages
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Packages that are not collected
If an order must be reshipped because of customer-provided address information, additional shipping charges may apply.
Marked Delivered but Not Received
If tracking shows your package as delivered but you cannot locate it:
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Check around your property and delivery area.
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Ask other household members.
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Check with neighbours where appropriate.
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Contact the local carrier.
We may require confirmation from the carrier before approving a replacement or refund.
Shipping Delays
A delayed shipment does not automatically qualify for a refund while the package is still moving through the carrier network.
If a shipment is confirmed lost, we will review the order and may issue a replacement or refund.
Refunds
Approved refunds will be returned to the original payment method.
Processing times after a refund is issued depend on your bank or payment provider.
Refunds will not exceed the amount actually paid for the affected item or order unless required by law.
Non-Returnable Items
Except where required by law or where an item arrived damaged, defective, or incorrect, we do not accept returns for:
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Opened or used body-care products
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Used exfoliating products
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Used massage tools
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Items without original packaging
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Items damaged through misuse
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Gift cards
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Clearly marked final-sale items
Fraud or Abuse
Orentha Body reserves the right to refuse refund or return requests involving suspected fraud, altered evidence, repeated abuse, or attempts to receive refunds for products that were correctly delivered.
This policy does not limit consumer rights that cannot legally be excluded.
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