Refund policy

Last updated: September 2026

At ORALYA, we want you to feel confident about your purchase. This policy explains how to request a return, replacement, or refund for products purchased through myoralya.store.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To qualify under our voluntary return policy, the product must:

• Be unused, unwashed, and in the condition in which it was received
• Not have come into contact with retainers, aligners, dentures, mouthguards, toothbrushes, or other oral-care items
• Be free from marks, odours, residue, moisture, or other signs of use
• Include all original components, accessories, instructions, and labels
• Be returned in its original packaging, where reasonably possible
• Be accompanied by proof of purchase or the relevant order number

Hygiene Restrictions

Because the ORALYA Oral Care Case is intended to hold oral-care items, returns may be refused under our voluntary return policy if the product has been used or has come into contact with an oral appliance.

Where legally applicable, sealed products that are not suitable for return for health-protection or hygiene reasons may lose their statutory right of withdrawal after the seal has been removed.

This restriction does not affect your rights if the product is damaged, defective, unsafe, incorrect, or otherwise non-conforming.

How to Request a Return

Before returning a product, contact us through the Contact Us section available on myoralya.store and provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Clear photographs if the product is damaged, defective, incomplete, or incorrect

If the return is accepted, we will provide the return instructions and authorised return address.

Do not return a product before receiving our instructions. The address shown on the original parcel may not be our authorised return address.

European Right of Withdrawal

Where European distance-selling rules apply, you may have the right to withdraw from your purchase within 14 days after receiving the goods, without giving a reason.

To exercise this right, you must send us a clear statement before the withdrawal period expires. After notifying us, you must return the goods within the period required by applicable law.

You may inspect the product as you would in a physical store. Where permitted by law, you may be responsible for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics, and functionality.

Our voluntary 30-day return period does not replace or restrict your statutory rights.

Return Shipping Costs

If you return a product because you changed your mind, you will normally be responsible for the direct return shipping costs unless we agree otherwise or applicable law requires us to cover them.

If the product is damaged, defective, incorrect, incomplete, or non-conforming, ORALYA will cover reasonable return costs where required by law.

We recommend using tracked shipping and keeping your proof of postage.

Inspection and Approval

After receiving the return, we will inspect it and notify you whether the refund has been approved.

We may examine:

• The condition of the product
• Whether it has been used
• Whether it has come into contact with an oral appliance
• Whether all parts and accessories are included
• Whether labels, seals, or packaging are missing
• Whether the product was damaged after delivery

Where permitted by law, a refund may be reduced to reflect any loss in value caused by unnecessary handling.

Refunds

Approved refunds will be issued to the original payment method.

Where statutory withdrawal rights apply, refunds will be processed within the period required by law. Where permitted, we may withhold the refund until we receive the returned goods or evidence that they have been shipped.

Where required by law, the refund will include the cost of the least expensive standard delivery method offered at checkout. Additional express-delivery charges may not be refundable.

Your bank or payment provider may require additional processing time before the funds appear in your account.

Damaged, Defective, or Incorrect Products

Inspect your order after delivery and before using it.

If the product is damaged, defective, incomplete, incorrect, or potentially unsafe, stop using it and contact us promptly through the Contact Us section of myoralya.store.

Please provide photographs of:

• The product received
• The damaged or defective area
• Any relevant labels or product details
• The internal and external packaging
• The shipping label

Depending on the circumstances and applicable law, we may offer a repair, replacement, price reduction, partial refund, full refund, or another legally required remedy.

Exchanges

We do not guarantee direct exchanges. The quickest option is normally to return the original product and place a new order for the preferred colour or option after the return is accepted.

Order Cancellations

Contact us as soon as possible if you wish to cancel or modify an order.

We cannot guarantee changes after processing or fulfilment has begun. If the order has already shipped, you may need to wait for delivery and follow the return procedure.

Legal Guarantee

Consumers may benefit from a legal guarantee covering products that are defective, unsafe, or do not conform to their description.

This protection is separate from our voluntary 30-day return policy and is not restricted by this policy.

Contact Us

For questions about returns, replacements, or refunds, contact us through the Contact Us section available on myoralya.store.

Include your full name, order number, and a clear description of your request.