Refund policy
At Orlai Studio, we want you to feel confident when ordering from us. Please read the following policy carefully before placing your order.
Change of Mind Returns
We do not accept returns or provide refunds where you have simply changed your mind about your purchase.
This includes situations where:
- you no longer want the item
- you have selected the wrong size or colour
- the item does not suit you or you have changed your preference
- you have found the item elsewhere at a lower price
- you have decided that you no longer have use for the item
We recommend reviewing the product description and size guide carefully before placing your order. If you are unsure about sizing or have any questions about a product, please contact us at hello@orlaistudio.com before purchasing and we will be happy to assist.
This policy applies to change-of-mind returns only and does not affect your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Items
Your rights under the Australian Consumer Law are not affected by this policy.
If your item arrives faulty, damaged, significantly different from its description, or you receive the wrong item, please contact us at hello@orlaistudio.com so we can assess the issue and determine the appropriate remedy.
When contacting us, please include:
- your order number
- a description of the issue
- clear photographs or video showing the problem, where applicable
We may request additional information or photographs where reasonably necessary to assess the issue.
Orlai Studio may assess the product before providing a remedy. Where a product does not meet a consumer guarantee under the Australian Consumer Law, we will provide the remedy required by law.
Depending on the nature and seriousness of the problem, this may include a repair, replacement or refund.
For a major failure, you may be entitled to choose between a refund and a replacement. For a minor failure, we may first provide an appropriate remedy such as repair or replacement, as required by the Australian Consumer Law.
If a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse any reasonable return costs you have incurred where required by law.
How to Request Assistance
Please contact us at:
Please do not send an item back to us without contacting us first. We will provide instructions on the appropriate next steps if a return is required.
For products being returned because of a problem covered by the Australian Consumer Law, we may request reasonable proof of purchase and information necessary to assess the issue. Original packaging is not required where it would unlawfully restrict your rights under the Australian Consumer Law.
Exchanges
We do not offer exchanges for change-of-mind purchases, including where you have selected the wrong size or colour.
If an item is faulty or otherwise does not meet a consumer guarantee, we will provide the remedy required under the Australian Consumer Law, which may include a replacement where appropriate.
Sale Items
Sale items are subject to the same consumer guarantees as full-price items.
A sale, promotional price or discount does not affect your rights under the Australian Consumer Law where a product has a problem covered by those guarantees.
Refunds
Where a refund is required under the Australian Consumer Law, we will process the refund in accordance with the applicable legal requirements.
Where appropriate, refunds will generally be issued to the original payment method.
Once a refund has been processed by us, the time it takes for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.