Refund policy

Effective Date: August 2026

Store Information

Brand: Oraliae

Website: www.oraliae.shop

Email: hello@oraliae.shop

Phone: +49-69899769891

Address: Ahlener Str. 47, 33647 Bielefeld-Brackwede, Germany

Statutory Right of Withdrawal

In accordance with the German Civil Code (BGB § 312g) and the EU Consumer Rights Directive, consumers have an unconditional 14-calendar-day withdrawal period for all distance sales contracts. The withdrawal period starts on the day you or a third party designated by you takes physical possession of the goods. During this period, you may return purchased items without providing any reason.

Eligible Return Items

All women’s apparel and fashion accessories sold by Oraliae are eligible for returns under German law. To qualify for a full refund or exchange, items must be unworn, unwashed, free of stains, odors, and damage, and returned with all original tags, labels, and original packaging fully intact. Items showing signs of use, alteration, or missing original accessories will be rejected.

Non-Returnable Items

Per statutory exceptions under German commercial law, the following items cannot be returned or refunded: personalized or custom-made products, intimate apparel and swimwear for hygiene protection, final clearance sale items, and goods damaged by improper customer use, incorrect washing, or unauthorized modification.

Return Procedure

To exercise your right of withdrawal, please submit a clear return request via email at hello@oraliae.shop within the 14-day period, including your full order number. Our team will issue official return authorization and detailed return instructions within 2 working days. Please securely repack your items and ship them back following our guidelines. Returns sent without official authorization will not be processed.

Return Shipping Costs

Customers are responsible for standard return shipping fees if the goods match the original order description. If the return is caused by our errors, including wrong items, size/color errors, factory defects, or missing parts, Oraliae will cover all return shipping costs and provide a prepaid shipping label after verification.

Refund Processing

After we receive and fully inspect your returned items and confirm compliance with return conditions, we will complete the refund within 14 calendar days via your original payment method. Refund delays caused by bank or payment provider processing times are beyond our responsibility. Partial refunds will apply for incomplete, damaged, or used returns.

Defective or Incorrect Goods

If you receive defective, damaged, or incorrectly delivered items, please contact our support team within 48 hours after delivery with photo or video proof. We will offer legal-compliant solutions including free return, full refund, free replacement, or partial compensation based on German warranty regulations.