RETURN, REFUND, AND EXCHANGE POLICY

ORA Wear

Under JLU Import and Supply OPC
Doing Business Under the Name and Style of House of ORA, ORA Wear, and ORA Cosmetics

Effective Date: May 13, 2026

This Return, Refund, and Exchange Policy (“Policy”) is established in accordance with the applicable laws of the Republic of the Philippines, including but not limited to:

• Republic Act No. 7394 or the “Consumer Act of the Philippines”;
• Republic Act No. 386 or the “Civil Code of the Philippines”;
• Republic Act No. 8792 or the “Electronic Commerce Act of 2000”;
• Relevant regulations, circulars, and issuances of the Department of Trade and Industry (DTI) and other competent government agencies.

By purchasing products from ORA Wear through its website, social media platforms, live selling channels, TikTok Shop, Shopee, Lazada, physical transactions, and other authorized selling platforms, the customer acknowledges and agrees to be bound by this Policy.

1. GENERAL POLICY

ORA Wear is committed to providing premium-quality products and fair customer service while protecting the rights of both consumers and the company.

All sales are deemed final unless the request falls within the valid grounds expressly provided under this Policy and applicable Philippine law.

ORA Wear reserves the right to evaluate, investigate, verify, approve, or deny any request for return, refund, or exchange.

2. VALID GROUNDS FOR RETURN, REFUND, OR EXCHANGE

Pursuant to Articles 50 and 52 of Republic Act No. 7394 (Consumer Act of the Philippines), a customer may request a return, refund, or exchange only under the following circumstances:

• Wrong item delivered;
• Incorrect size delivered compared to the confirmed order;
• Defective or damaged product;
• Manufacturing defect;
• Incomplete order;
• Item materially different from the product description or confirmed order;
• Item received in unusable condition due to company or courier handling.

All claims are subject to inspection, verification, and approval by ORA Wear.

3. NON-RETURNABLE AND NON-REFUNDABLE ITEMS

The following shall strictly NOT qualify for return, refund, or exchange:

• Change of mind;
• Incorrect size selection by the customer;
• Items damaged due to misuse, negligence, improper washing, or unauthorized modification;
• Minor loose threads or washable marks not affecting functionality;
• Sale, discounted, promotional, clearance, and limited-edition items;
• Used, worn, washed, altered, or odor-contaminated items;
• Items without original tags, packaging, proof of purchase, or order confirmation;
• Personal and intimate apparel for hygiene and sanitary reasons.

Under Article 1170 of the Civil Code of the Philippines, liability shall not arise where damage is caused by the fault, negligence, or misuse of the customer.

4. RETURN REQUEST PERIOD

Customers must formally submit a request within:

• Three (3) calendar days from receipt for local deliveries; and
• Seven (7) calendar days from receipt for international deliveries.

Requests filed beyond the allowable period may automatically be denied.

The date reflected by the courier’s tracking system shall be deemed the official date of delivery.

5. CONDITION OF RETURNED ITEMS

To qualify for return or exchange, items must:

• Be unused and unwashed;
• Remain in original condition;
• Include complete original packaging, labels, and tags;
• Show no signs of wear, odor, stains, or damage;
• Be accompanied by proof of purchase or order confirmation.

ORA Wear reserves the right to reject returned items that fail quality inspection.

6. REFUND PROCESS

Approved refunds shall be processed through the original payment method whenever reasonably practicable.

Processing timelines may vary depending on:

• Banking institutions;
• E-wallet providers;
• Payment gateways;
• Marketplace platforms.

Estimated processing time:

• Seven (7) to Fifteen (15) business days from approval.

Shipping fees, convenience fees, transaction charges, and handling fees are generally non-refundable unless the error is directly attributable to ORA Wear.

7. EXCHANGE POLICY

Exchange requests are subject to:

• Product availability;
• Inventory availability;
• Successful product inspection and validation.

If the requested replacement item is unavailable, ORA Wear may, at its discretion:

• Offer store credit;
• Offer a replacement item of equal value; or
• Approve a refund.

8. RETURN SHIPPING COSTS

Where the return is due to:

• Wrong item delivered;
• Defective product;
• Proven company error,

ORA Wear may shoulder reasonable return shipping costs.

For all other circumstances, shipping expenses shall be borne by the customer.

Unauthorized “Return-to-Sender (RTS)” shipments without prior written approval may be refused.

9. ORDER CANCELLATION

Orders that have already been:

• Processed,
• Packed,
• Scheduled for shipment, or
• Endorsed to the courier,

may no longer be cancelled.

ORA Wear reserves the right to cancel orders involving:

• Fraudulent activity;
• Suspicious transactions;
• Pricing errors;
• Inventory discrepancies;
• Violations of company policies or applicable laws.

10. LIMITATION OF LIABILITY

To the fullest extent permitted under Philippine law, ORA Wear shall not be liable for:

• Courier delays;
• Force majeure events;
• Indirect or consequential damages;
• Losses caused by incorrect customer information;
• Delays caused by third-party logistics providers or payment platforms.

11. DISPUTE RESOLUTION

Any dispute arising from transactions with ORA Wear shall first be subject to good faith negotiation and internal resolution.

Should disputes remain unresolved, the matter may be referred to the appropriate government agency or court with proper jurisdiction under Philippine law.

Venue for legal actions shall exclusively be in the proper courts of Tagbilaran City, Bohol, Philippines, unless otherwise required by law.

12. CONTACT INFORMATION

For concerns regarding returns, refunds, or exchanges, customers may contact:

ORA Wear
Under JLU Import and Supply OPC

Email: support@orawearph.com

Customers must provide:

• Full Name;
• Order Number;
• Clear photos/videos of the item;
• Detailed explanation of the concern.

13. RESERVATION OF RIGHTS

ORA Wear reserves the right to:

• Refuse abusive, excessive, fraudulent, or bad-faith claims;
• Amend or modify this Policy without prior notice;
• Interpret and implement this Policy in accordance with Philippine laws, company regulations, and operational standards.

ORA Wear
Premium Quality • Modern Essentials • EST. 2025