1. Eligibility for Return or Exchange

You may initiate a return or exchange request under the following circumstances:

• The product arrived physically damaged, cracked, or leaking during transit.
• You received an incorrect item or variant that differs from your placed invoice.
• The product is near expiry or past its expiration date upon arrival.
• The original packaging seal arrived broken prior to delivery.

2. Timeframe for Notification

To qualify for a free exchange or refund, return requests must be reported to our customer support within 3 to 7 days of parcel receipt. We strongly advise inspecting your package in front of the delivery personnel whenever possible.

3. Hygiene and Cosmetic Policy

Due to health, hygiene, and dermatological safety guidelines, we cannot accept returns on skincare and cosmetic items that have been opened, sampled, unsealed, or used, unless the formulation is found defective or damaged upon initial opening.

4. Step-by-Step Return Process

1. Document: Take a short unboxing video or clear photos showing the damaged/incorrect product and the parcel invoice slip.
2. Notify Us: Contact our hotline at 01521-517488 or email support@orabee.com with your order ID.
3. Verification: Our team will verify the claim within 24 hours.
4. Resolution: We will dispatch an immediate replacement or process a pickup at zero extra cost to you.

5. Refund Timelines

If a replacement cannot be provided, refunds are processed within 5 to 7 working days through bKash, Nagad, bank transfer, or original payment card.