RETURNS AND EXCHANGES
Exchange requests must be submitted within five (5) calendar days of delivery.
To be eligible for an exchange, items must be unworn, unwashed, in their original condition, and returned with all original tags and packaging attached.
Exchanges are subject to inventory availability.
All shipping costs related to the exchange process are the responsibility of the customer.
Items purchased during promotional periods, archive sales, special campaigns, or with any type of discount are not eligible for voluntary exchanges.
This limitation applies exclusively to voluntary exchanges and does not affect any mandatory rights granted under applicable Colombian consumer protection laws.
To initiate an exchange, please contact services@oraora.com.co with your order number, the reason for the request, and photographs of the item.
Once the request has been reviewed, ORA ORA will provide the next steps.
Voluntary return requests must be submitted within five (5) calendar days of delivery.
Items must be unworn, unwashed, in their original condition, and returned with all original tags and packaging attached.
Items purchased during promotional periods, archive sales, special campaigns, or with any type of discount are not eligible for voluntary returns.
This limitation applies exclusively to voluntary returns and does not affect the customer's right of withdrawal, legal warranty, payment reversal rights, or any other mandatory rights granted under applicable Colombian consumer protection laws.
Shipping costs associated with voluntary returns are non-refundable, except where otherwise required by applicable law.
Once the item has been received and inspected and the voluntary return has been approved, the corresponding refund will be processed through the applicable payment method.
To initiate a voluntary return, please contact services@oraora.com.co with your order number, the reason for the request, and photographs of the item.
In accordance with Article 47 of Colombian Law 1480 of 2011 and applicable consumer protection regulations, customers may exercise their right of withdrawal for eligible purchases made through non-face-to-face sales channels within five (5) business days of delivery.
The item must be returned by the customer in the same condition in which it was received, unworn, unwashed, and with all original tags and packaging attached.
The customer is responsible for the transportation costs and any other expenses associated with returning the item.
To exercise the right of withdrawal, customers must contact services@oraora.com.co within the applicable legal period and provide their order number and the information required to process the request.
For e-commerce transactions, once the customer has exercised the right of withdrawal, provided the complete and correct information required to process the refund, and returned the product in accordance with applicable requirements, the refund shall be completed within a maximum of fifteen (15) calendar days.
The refund will be made through the corresponding payment instrument or through another legally permitted method agreed between ORA ORA and the customer. Available refund options will be communicated to the customer as part of the process.
The right of withdrawal is subject to the exceptions established under applicable Colombian law, including, among others, goods made according to the customer's specifications or clearly personalized products.
All ORA ORA products are covered by the legal warranty applicable under Colombian consumer protection law, regardless of whether the item was purchased at full price or during a promotion or sale.
The legal warranty covers the quality, suitability, safety, and proper condition of the product under the terms established by applicable law.
If an item presents a possible quality or manufacturing defect, customers may submit a warranty claim by contacting services@oraora.com.co and providing:
Full name
Order number
A description of the issue
Photographs of the item
Warranty requests will be evaluated in accordance with applicable Colombian consumer protection laws.
The warranty does not apply when the damage or deterioration is caused by improper use, failure to follow the product's care instructions, actions by third parties, accidents, or other legally recognized grounds for exemption from warranty liability.
Where the legal warranty applies, ORA ORA will provide the remedies required under applicable law, which may include repair, replacement, or refund, as applicable to the particular case.
An item purchased with a discount or during a promotional period does not lose its legal warranty.
In accordance with Article 51 of Colombian Law 1480 of 2011 and applicable regulations, customers who have paid through a credit card, debit card, or other electronic payment instrument may request a payment reversal in the cases established by law.
Payment reversal may apply when:
The transaction was fraudulent.
The transaction was unauthorized or not requested.
The purchased product was not received.
The product received does not correspond to the product ordered.
The product received is defective.
To exercise this right, the customer must submit the applicable claim within five (5) business days following the date on which they became aware of the relevant circumstance, in accordance with applicable law.
The customer must also comply with the legally required procedure before the issuer of the payment instrument or other participants in the payment process.
To initiate the process with ORA ORA, please contact services@oraora.com.co with your order information and the supporting documentation related to the request.
For questions regarding exchanges, returns, refunds, right of withdrawal, warranty claims, payment reversals, or orders, please contact our customer service team at:
Monday–Friday
9:00 a.m.–5:00 p.m.
Medellín, Colombia
Please include your full name and order number in all requests to help us assist you efficiently.