Orabella — Return, Exchange & Fault Policy

Operator: Rashrash OÜ
Registry No.: 17258263

Registered Address: Harju maakond, Tallinn, Lasnamäe linnaosa, Lõõtsa tn 5, 11415

Contact: support@orabella.style
Physical Return Location (if authorized): Ora Boutique, Derech Yafo 92, Haifa, Israel

This policy applies to all purchases made through the Orabella online store and complies with Estonian and EU consumer protection law. It outlines your rights and the process for returns, exchanges, and reporting faulty items.

You may withdraw from your purchase within 14 calendar days from the day you (or a person you designate, other than the carrier) receive the goods. To exercise this right, please notify us in writing (by email) before the 14-day period expires. After notifying us, you have another 14 days to return the items.

• Items must be unused, unwashed, and unaltered (except for trying them on).
• All original Orabella tags, labels, and security ribbons must remain attached.
• Items must be free from stains, odors, or damage (makeup, perfume, deodorant, etc.).
• Original packaging (boxes, bags, accessories) should be included.
• Items must be packaged securely to prevent transit damage.

If an item fails inspection, Orabella may deny the return or apply a partial refund based on the loss of value.

Non-returnable items (unless faulty):

• Custom, personalized, or made-to-order products
• Items marked as "final sale"
• Opened lingerie, swimwear, hosiery, or intimate apparel where hygiene strips are removed

Step 1 – Notify Orabella:
Email support@orabella.style within 14 days of delivery. Include your name, order number, item(s) for return or exchange, and (if relevant) photos showing any defect or issue.

Step 2 – Choose Return Method:

• A. Return by Mail: You'll receive a Return Authorization (RMA) and the proper address. Unless the item is faulty, you cover return shipping. We recommend tracked shipping.
• B. In-Person Return (Haifa): With prior authorization, you may return your order to Ora Boutique (Derech Yafo 92, Haifa). Refunds and exchanges are processed by our EU team after inspection.

• Refunds are issued to your original payment method or as store credit (upon request).
• Refunds are processed within 14 days after we receive your return or proof of shipment (whichever is earlier).
• Original shipping fees are refundable only when the return is made under your legal right of withdrawal.
• If you paid in a currency other than EUR, the refund amount may vary slightly due to exchange rate fluctuations between the date of purchase and the date of refund. Orabella is not responsible for any differences caused by currency conversion.
• Your bank or payment provider may take extra time to post the credit.

If you wish to exchange for a different size or color, specify this in your return request. Exchanges depend on stock availability. If unavailable, we'll issue a refund or store credit. Exchanges are a service feature and do not limit your legal rights.

If your order arrives damaged, defective, or incorrect:

1. Contact us within 48 hours (for delivery errors) or within a reasonable time after discovering a defect.
2. Provide order number and photos.
3. We'll arrange a free return and offer repair, replacement, or full refund (including shipping costs).

Items returned late, worn, damaged, or missing packaging may be rejected or refunded partially at our discretion. We may also return such items to you at your expense.

All Orabella products meet EU and Estonian consumer standards for quality and conformity. Should an item display a material fault that was present at the time of delivery, we will provide an appropriate remedy — repair, replacement, or refund — in accordance with applicable consumer law.

For returns from outside the EU, return shipping and any applicable customs duties or taxes are the customer's responsibility unless the product is faulty or incorrect. Please label your parcel clearly as "Returned Goods — No Commercial Value" to avoid unnecessary import charges.

If your order is delayed due to circumstances beyond our reasonable control — including armed conflicts, government restrictions, carrier disruptions, route suspensions, natural disasters, or other force majeure events — the following applies:

• Hold the order — we will reserve your item(s) and ship at no additional cost once the shipping route resumes. No time limit applies.
• Full refund — processed within 5–7 business days to the original payment method, available at any time during the hold period.

A full refund represents complete restitution of your purchase. Orabella does not offer additional compensation (discounts, store credit, or other concessions) beyond a full refund for delays caused by force majeure events.

For full details on force majeure and shipping disruptions, please refer to Section 11 of our Shipping & Delivery Policy.

This policy and all transactions are governed by the laws of the Republic of Estonia. EU consumers may also submit complaints through the EU Online Dispute Resolution Platform (ODR).

We encourage customers to contact us directly at support@orabella.style before initiating a chargeback or payment dispute with their bank or payment provider. If a customer initiates a chargeback for an order where a full refund was offered and available, or the order was placed on hold at the customer's request, or the delay was caused by a documented force majeure event, Orabella reserves the right to contest the chargeback and provide supporting documentation to the payment provider.

Rashrash OÜ
Estonia, Harju maakond, Tallinn, Lasnamäe linnaosa, Lõõtsa tn 5, 11415
support@orabella.style
Authorized in-person return point: Ora Boutique, Derech Yafo 92, Haifa, Israel