Refund policy

Refund and return policy

Return window

You have 30 days from the date of delivery to request a return.

What can be returned

To be eligible for a return, an item must be:

Unused and unopened
In its original packaging, with any seals intact
In the same condition you received it

What cannot be returned

For health and hygiene reasons, personal-care tools cannot be returned once opened or used. This includes hair brushes, combs, facial tools, cleansing tools, and brush-cleaning devices that have been removed from their sealed packaging.

This is standard practice for personal-care products and protects every customer who orders from us.

We also cannot accept returns on:

Items marked final sale
Gift cards
Items returned more than 30 days after delivery

This does not affect your rights if an item arrives damaged, defective, or is not what you ordered — see below.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery with photographs of the item and its packaging.

We will replace it or refund it in full, including shipping. You will not be asked to pay return shipping in these cases, and in many cases we will not ask you to send the item back.

How to start a return

Email support@oralie.us with:

Your order number
Which item you want to return
The reason for the return
Photographs, if the item arrived damaged or defective

Do not send an item back before contacting us. Returns sent without prior approval cannot be processed.

We will respond within 1–2 business days with return instructions and an address.

Return shipping costs

For standard returns — change of mind, wrong item ordered, no longer wanted — the customer pays return shipping. We recommend a tracked service, as we cannot issue a refund for a return we do not receive.

For damaged, defective, or incorrect items, we pay return shipping.

Original shipping charges are non-refundable on standard returns.

Refunds

Once we receive and inspect your return, we will email you to confirm.

If approved, your refund will be issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you have not received it, contact us at support@oralie.us.

Exchanges

We do not process direct exchanges. If you want a different item, return the original for a refund and place a new order.

Cancellations

You can cancel an order at no cost if it has not yet been processed. Contact us as soon as possible at support@oralie.us. Once an order has been processed and shipped, it cannot be cancelled, and the standard return policy applies.