Refund policy
Last Updated: 15 October 2026
We want you to love what you buy from Orasens. If something is not right, returning it is simple and hassle free, whether you ordered from the United Kingdom or the United States.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@orasens.co.uk with your order number. After that window we cannot guarantee cancellation, as your order may already be in processing. Once an order has been dispatched it can no longer be cancelled, but you are still free to return it after delivery under this policy.
30 Day Easy Returns
We accept returns for defective and non-defective products.
You have 30 days from the day your order arrives to return it. To be eligible, items must be:
- New and unused
- In their original condition
- Returned with the original packaging, tags and accessories
Our support team will walk you through the whole process. Restocking fee: none. We never charge one.
Return Policy Overview
- Return Window: 30 days from the day your order arrives
- Condition: new and unused, and in original condition with all packaging, tags and accessories
- Easy Returns: our support team guides you through it
- Restocking Fee: none
Return Costs
Defective or incorrect products. Nothing to pay. If an item arrives damaged by the carrier, is defective, or simply is not what you ordered, the return costs you nothing.
Change of mind. If you ordered the wrong item, it does not fit your space, or you no longer want it, you cover the actual return postage. Original shipping costs are not refundable.
How to Return an Item
- Contact us. Email info@orasens.co.uk with your order number and the reason for the return.
- Pack your item. Repack it securely in its original packaging with all accessories, tags and documents.
- Send it back. Ship it using the instructions in your return authorisation email, using the carrier or method recommended there.
Refund Process
- Inspection: once your return reaches us we inspect it against the criteria above.
- Refund Timing: after approval, allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.
Exchanges
We accept exchanges. If you would rather swap for a different size, colour or product, email info@orasens.co.uk and we will sort it out quickly.
Order Not Delivered
If your order has not arrived within the expected delivery window, email info@orasens.co.uk with your order number. We will investigate with the carrier. If the parcel is confirmed lost we will issue a full refund to your original payment method or send a replacement at no extra cost.
Non Returnable Items
For hygiene and safety reasons a small number of items cannot be returned. Any such product is clearly marked as non returnable on its product page.
Changes to This Policy
We may update this Refund Policy at any time. Any change appears on this page with a revised Last Updated date, so please review it from time to time. Continued use of our website after a change means you accept the updated policy.
Questions?
Visit our FAQ page or contact our customer service team.
Contact Information
Store Address: 128 City Road, London, EC1V 2NX, United Kingdom
Store Email: info@orasens.co.uk
Store Phone: +447453417148
Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM UK time (4:00 AM to 12:00 PM US Eastern Time)
We do our best to reply to your e-mail within 1 to 2 business days.