We accept exchanges and returns of ORA ORA brand products within 10 days of the purchase date.
For products purchased in physical stores: requests related to exchanges, returns and guarantees must be made directly at the multi-brand store where the purchase was made.
a) To initiate an exchange or return request, you must go to the physical store where you made the purchase.
b) The employee in charge will check if the product meets the conditions for exchange or return.
c) If applicable, the User may request the exchange only by size.
For products purchased through this website: the request for return, exchange or guarantee is made as follows:
a) To initiate an exchange or return request, contact us through our customer service at services@oraora.com.co, providing the order information and the reason for the exchange or return.
b) Once the request is received, we will send you the address to which to send the garment.
c) Once we receive the product and verify its condition, we will process the exchange or return within 5 business days from the date of receipt.
CONDITIONS FOR EXCHANGES AND RETURNS
a) The products must be in their original condition, unused, with the labels intact and in their original packaging.
b) Exchanges are subject to inventory availability.
c) We only accept exchanges for size.
d) In case of exchange, the shipping cost must be covered by the customer.
e) We do not accept returns against delivery.
f) Products on promotion or discount are not eligible for exchange and/or return.
PRODUCTS NOT ELIGIBLE FOR EXCHANGES OR RETURNS:
a) We do not accept exchanges or returns of personalized or modified products according to your specifications.
b) Clearance, sale or end-of-season items are not eligible for exchanges or returns, unless they have defects or damage directly from manufacturing.
SHIPPING COSTS FOR EXCHANGES AND RETURNS:
a) ORA ORA will cover the shipping costs in case of factory defects or shipping errors.
b) In other cases, shipping costs will be the responsibility of the customer, unless otherwise agreed.

The Consumer Statute (Law 1480 of 2011), in article 47, establishes the possibility for the User to exercise the right of withdrawal of the purchase within five (5) business days from the delivery of the order by the carrier. To do so, you must send a request to the email services@oraora.com.co, indicating the order number and the email address with which the purchase was made.
ORA ORA will respond to the request via email within a period of up to five (5) business days. From said response, the User has five (5) business days to inform ORA ORA of the guide number and the carrier through which the shipment will be made, the cost of which will be assumed by the User. In the event of not receiving a response from the User within the established time, ORA ORA will cancel the withdrawal request. ORA ORA will make the refund within a maximum period of ten (10) business days from the date on which the returned product is physically delivered to the address provided by ORA ORA for the purchase withdrawal. The refund will be made directly to the national bank account (savings or checking) provided by the User.
The item(s) to be returned must be unused, unwashed, and have all labels and protectors, in the condition in which it was delivered, otherwise, they will not be received. Taking into account Law 1480 of 2011, ORA ORA is not obligated to cover the shipping cost corresponding to the return for withdrawal nor will it accept packages sent under the payment on delivery modality.
Refunds will be for the value actually paid for the returned product, excluding the original shipping costs, unless the reason for the return is an error on our part or due to a defective manufacturing product.
CONDITIONS TO EXERCISE THE RIGHT OF WITHDRAWAL:
a) The product must be in its original condition, unused, with all labels intact and in its original packaging.
b) The right of withdrawal does not apply to personalized or modified products according to your specifications.
c) The shipping costs associated with the return will be the responsibility of the customer, unless the reason is an error on our part or a defective product.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL:
a) The right of withdrawal does not apply to products that have been used, damaged or are not in their original condition.
b) We reserve the right to reject returns that do not comply with our conditions.

REFUNDS FOR PAYMENTS ON THE PLATFORM

All refunds corresponding to purchases on this website will be made directly to the national bank account (savings or checking) provided by the User. For this procedure, it is necessary that the User: (1) send the bank certification confirming the account to which the refund will be made, or (2) that the User directly provides the following information: first and last names, type of identity document, identity document number, bank entity, type of bank account, bank account number. This information must be provided only through the email services@oraora.com.co.
The above applies to all types of refund requested by the User, whether it comes from a return, order cancellation, payment reversal, warranty request, error in the product received, compensation for an error in the order or any other situation that gives rise to the refund of money. The transaction will be confirmed to the User through email when it has been carried out.

Payment reversal is applicable only to cases where the purchase made by the User is the subject of fraud; the purchase corresponds to an unsolicited transaction, or when the purchased product is not received. The User has five (5) business days from the date on which he/she became aware of the fraudulent or unsolicited transaction, to make the payment reversal request, which may be submitted through the email services@oraora.com.co.
Payment reversal implies the total cancellation of the order and that ORA ORA will not carry out the delivery of it. In the event that the order has already been delivered or is on the way, if the User receives the product, he/she must proceed with the return of the items received.
ORA ORA will provide a response to the User through email within a period of up to five (5) business days and will indicate the conditions described here for payment reversal.
In the event that payment has been made by credit card, the User understands and accepts that this process of reversing the purchase payment depends on financial entities external to ORA ORA such as Mercado Pago (payment platform), Credibanco / Redeban (as the case may be, intermediary companies for credit cards) and the bank issuing the card. Therefore, the User understands and accepts that ORA ORA makes the request to said entities for the reversal of the payment, and that the final result of the transaction and the duration of the process (estimated up to thirty (30) business days) depend entirely on the aforementioned entities, therefore, ORA ORA for this process is only an intermediary between the User and the financial network.
In the event that the payment has been made through PSE, ORA ORA will request the User for the bank details required to carry out the transaction, which will be carried out within five (5) business days after the date on which the User confirms the bank details. Finally, ORA ORA will notify the User via email when the transaction has been completed and will share the receipt.
When making a purchase in our physical stores nationwide or through the national website, refunds are only accepted in Colombian pesos at the time of refunding the money or exercising the right of withdrawal.

The contact channel established by ORA ORA for all types of requests, questions, complaints or claims is the email services@oraora.com.co.