OROLUXE – Shipping, Cancellation & Return Policy
Redefining Oral Health & Beyond
Operated by Janak Dental | Since 1998
● We offer Pan India shipping.
● Orders are typically dispatched within 3–4 working days after confirmation.
● Delivery is usually completed within 5–7 working days after dispatch.
● Delivery timelines may be longer for remote locations.
● Deliveries are not attempted on Sundays or public holidays.
● Tracking details will be shared via SMS/email once the order is shipped.
We understand that cancellations may sometimes be required:
● Orders can be cancelled only via email:
○ Within 1 hour of placing the order, OR
○ Before the order status changes to “Ready to Ship” (whichever is earlier)
● Orders cannot be cancelled once shipped
● Orders placed during sales, promotions, or discount periods are non-cancellable and non-refundable
● If OROLUXE cancels an order due to unforeseen circumstances, a full refund will be issued
● If cancelled after “Ready to Pickup” stage, ₹199 partial payment is non-refundable
● If cancelled after “Ready to Pickup”, ₹199 shipping fee will be deducted
3. Refund Process (For Cancelled Orders)
● Refunds are processed to the original payment method only
● Timeline: 7 business days (depending on bank/payment provider)
● Refunds cannot be transferred to a different account
4. Return & Replacement Policy
We offer replacement or refund only in the following cases:
● Damaged product
● Missing product
● Incorrect product received
● Report issues within 48 hours of delivery
● Email: info.oroluxeoralcare@gmail.com
● Include Order ID + issue details
Subject Line Format (Recommended):
● Damaged Product – #OrderID
● Missing Product – #OrderID
● Incorrect Product – #OrderID
● An unboxing video is mandatory showing product condition
● Claims without video proof may not be accepted
● Response within 48 hours
● After verification:
○ Damaged/incorrect items → Pickup arranged
○ Missing items → Replacement shipped
● Replacement processed within 7–10 days after verification
● Do not discard product until resolution is completed
Returns/replacements will not be accepted if:
● Product is used, opened, or altered
● Original packaging is missing
● Request raised after 48 hours of delivery
● Damage reported late
● “Delivered but not received” complaints raised after 24 hours
● Change of mind
● Wrong product returned (not OROLUXE item)
● Prepaid Orders: Refund to original payment method
● COD Orders: Refund via bank transfer or store credit
● Refund timeline: 7–10 business days
● Used consumables
● Products damaged due to misuse
● Items without original packaging/accessories
● Products with tampered labels or serial numbers
While we aim for timely delivery, delays may occur due to logistics, weather, or external factors.
● Refund/cancellation applicable only if order is not delivered within 480 hours (20 days) from shipment
● Email: info.oroluxeoralcare@gmail.com
● Subject: Delayed Delivery – Order ID
● Response within 48 hours
● Approved refunds processed within 7–10 business days
● If order is lost in transit or undelivered (not customer fault) → Full refund issued
● Refund processed to original payment method
10. Important Return Guidelines
● Pack products securely in original packaging
● Include all accessories/freebies
● Returns without proper packaging may be rejected
For any shipping, return, or refund queries:
Customer Support / Grievance Officer
Name: Avtar Singh Malhotra
Email: info.oroluxeoralcare@gmail.com
Contact: +91 9810306866
Address:
58, Chandu Park, 3rd Floor
Krishna Nagar, New Delhi – 110051
