Refund and Cancellation Policy

1. Order Cancellation Policy

• Cancellation Prior to Dispatch: Customers may request order cancellation within 24 hours of placing the order or before the order has been handed over to the courier partner (whichever occurs first). You can cancel by contacting support at support@buyoreline.com or +91 9687831909.
• Pre-Dispatch Refund: Upon successful cancellation prior to dispatch, a 100% refund of the invoice amount will be credited back to the original source payment method within 5 to 7 business days.
• Post-Dispatch Status: Orders that have already been dispatched or assigned an active Airway Bill (AWB) tracking number cannot be canceled mid-transit and must follow the standard return/damage protocol upon delivery.

2. Strict Hygiene & Health Safety Policy (Non-Returnable Goods)

• Cosmetic & Personal Care Hygiene: Due to statutory health, sanitary, and hygiene regulations governing cosmetic formulations (perfumes, face washes, soaps, body lotions, and moisturizers), items that have been opened, unsealed, tested, sprayed, or used are STRICTLY NON-RETURNABLE and non-exchangeable.
• Personal Preference Disclaimers: Returns or refund claims based on personal fragrance preference, scent longevity, texture preference, or individual skin type incompatibility are not accepted, provided the correct product was delivered in undamaged condition.

3. Eligible Grounds for Return, Replacement, or Refund

We accept return and replacement requests exclusively under the following verified conditions:

• Transit Damage or Leakage: Perfume bottles, face wash bottles, or moisturizer containers received broken, cracked, heavily leaked, or physically damaged in transit.
• Manufacturing Defect: Defective dispenser pumps, spray nozzles, or sealed packaging abnormalities.
• Incorrect Item Dispatched: Receipt of a product, size, or variant different from the confirmed invoice.
• Missing Items: Parcels delivered with missing items from a multi-product order.

4. Reporting Protocol & Verification Process

• 48-Hour Reporting Window: Eligible issues (damage, leakage, incorrect item, or missing items) must be reported to our customer support within 48 hours of recorded delivery.
• Required Evidence: To file a claim, email support@buyoreline.com with the subject line 'Claim: Order ID #[Your Order Number]' and include: (a) Clear photos/unboxing video of the outer parcel showing the shipping label, (b) Photos of the invoice, and (c) High-resolution photos/videos highlighting the defect, leakage, or incorrect item.
• Claim Review: Our verification team will review the submitted media within 24 to 48 business hours. Once verified, we will arrange a complimentary replacement dispatch or initiate a direct refund.

5. Refund Processing Timelines & Mode of Reimbursement

Refunds are processed in compliance with banking networks and payment gateway settlement cycles:

6. Failed Transactions & Double Debits

• Payment Gateway Drop-offs: If an amount is debited from your bank account or card but the website displays a transaction failure or order confirmation is not generated, the funds are held in the banking settlement pool.
• Automatic Banking Reversal: Such debits are automatically reconciled and reversed to your source account by your issuing bank within 3 to 5 business days without requiring manual merchant intervention.

7. Grievance Officer & Customer Support Details

For refund inquiries, cancellation assistance, or claim status updates, contact us directly:

• Legal Business Entity: Oreline Cosmetics
• Registered Operating Address: 510 Golden Square, Near Kalyan Chok, Nikol, 5th Floor, Ahmedabad – 382350, Gujarat, India
• Customer Support Email: support@buyoreline.com
• Helpdesk Phone & Timings: +91 9687831909 (Monday to Saturday: 10:00 AM – 6:30 PM IST)