Refund policy

 

To get a refund, you can contact us at care@oorla.com. If your refund request is accepted, we’ll initiate your refund within 48 hours, which will be credited to your original payment method within 3-5 working days.

Note: All the products sold in Oorla.com are non-returnable.

Note: For any damage or missing items, an unboxing video is required as proof for return or refund requests.

Note: Customers in Europe and Canada are required to pay any applicable duties.

Requests for refunds & replacements should only be made via email to care@oorla.com and from the email address used to place the order. Requests received from an email address different from the one used to place the order will not be prioritized.  

When are you eligible for a refund?

Refund requests should be initiated within 24 hours of receiving the items. Not all items are eligible for refunds. Refund will be provided for spoiled & damaged*  

*Damages and issues!

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong product so we can evaluate the problem and make it right.

Although, we cannot guarantee that all the items will be delivered without any breakage. For example, items like cookies and macaroons are so fragile that breakage is impossible to avoid. The same applies to all delicate snacks.

It is important to note that some countries may have customs regulations that involve opening packages for inspection. Customs is a government body, and Oorla has no authority over this process. If your package is opened during customs clearance, Oorla cannot be held responsible for any damage or leakages, and refunds will not be provided.

Dairy Product Warning:

Please note that milk sweets and dairy products such as Ghee cannot be sent to the UK or any European countries. In the event that an order from Europe includes milk-based products, we regret to inform you that we will not be able to fulfill that part of the order. We will offer an alternative product to replace the milk-based product or provide a refund within 5 business days if an alternative is not available. This only applies to European countries.

NUTS PRODUCT WARNING:

Please note that products that contain nuts as an ingredient cannot be sent to the UK due to the United Kingdom's strict customs regulations. In the event that an order from the UK includes products that have nuts, we regret to inform you that we will not be able to fulfill that part of the order. We will offer an alternative product to replace the nuts-based product or provide a refund within 5 business days if an alternative is unavailable. This only applies to the UK.

How to get a refund?

We will notify you once we’ve received and inspected your request and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Any refund initiated might take up to 3-5 business days to reflect in your bank account.

NOTE: Once the order is placed using any coupon, and the customer finds other coupons with higher discount value, the request for a refund of the difference should be made within 3 hours. Refunds will not be provided if the order is already packed or ready to dispatch or already dispatched.

If, in any case, the customer/consignee refuses to receive the order from the delivery partner nor responds to any calls & emails made by the delivery partner or Oorla during delivery, the delivery will be rescheduled for the next day and will be attempted up to 2 times. Again, suppose the delivery partner or Oorla did not receive any response from the customer/consignee during delivery, or the customer/consignee refuses delivery. In that case, no refund will be provided to the customer. 

Returns:

Return of items will not be accepted even in case of damage to items received or upon the customer receiving the wrong items. Please share the photo proof of damaged products at care@oorla.com to claim the refund. Upon inspecting the claim and the proof, Oorla will let the customer/consignee know whether they are eligible for the refund of spoiled/missing items. 

If the received products are undamaged/unspoiled, customers/consignees cannot return their orders to Oorla. However, if a customer does return products, a restocking fee of 20% of the total order value will be deducted.

Cancellation Policy:

  • Orders placed between October 9th and October 20th cannot be canceled, as they are dispatched immediately during peak Diwali sales. For further assistance, please contact our support team.

  • Suppose Oorla couldn’t ship your item due to a shortage of stocks or any shipping difficulties. In that case, your order will be canceled, and a cancellation notification will be sent to your email address. If we cancel any order, a full refund will be provided to the customer's original payment method within 3-5 business days.

For cancelling an order, the request must be made only through email: care@oorla.com. Requests made through social media, phone calls, and WhatsApp will not be considered unless or until the customers get a response from us on the particular channel. 

Duties & Clearance:

Duties:

  • As mentioned under each product, the customer should pay any duties for Canada, UK, Europe, Sri Lanka, Thailand, Czech Republic and a few Middle East countries, and Oorla will not bear any duties. For these countries, there will be customs duties.
  • Any duties for the rest of the countries, the duty tax should also be paid by the customer. Oorla will help the customer with customs clearance.

Clearance:

Rarely for countries like Australia, New Zealand, Spain, Portugal, France, Sri Lanka, Brazil, and Germany, the delivery may take up to 20 days due to customs clearance. Unfortunately, the process cannot be expedited as customs clearance is not in our control. 

In such cases, Oorla will help you with the overall process by keeping you posted with the tracking information.