Refund policy

Orae Returns & Exchanges Policy

At Orae, we are committed to quality, mindfulness, and sustainability. Our return and exchange policy is designed to be transparent, fair, and hygiene-conscious. Because our mats are personal-use products, and many are made using natural materials, we urge you to read the policy carefully before placing an order.

1. Exchanges (for Damaged / Incorrect Items)

  • Valid within 5 calendar days of delivery
  • Applies only to manufacturing defects or incorrect items received
  • Must be unused and in original packaging with all tags intact
  • Proof of purchase + Unboxing videos & photos required
  • We’ll arrange pickup or reimburse your return shipping
  • Replacement dispatched after inspection of the returned item

2. Exchanges (for Other Reasons)

If you want to exchange for a different variant (e.g., colour or model), two-way shipping charges will be borne by you. This is subject to Orae’s approval.

3. Returns

Returns are not accepted for reasons such as change of mind or dislike. Once a mat is opened, unrolled, or used, it cannot be returned due to hygiene standards.

4. Case-Based Returns

If we approve a return:

  • Shipping (both ways) is deducted from the refund based on actuals incurred
  • Product is inspected on receipt
  • A restocking fee of approx. 5% may be charged based on the condition

5. One-Time Exchange Only

Each product is eligible for one exchange only. Exchange orders are final.

6. Non-Returnable Items

  • Used/unboxed mats
  • Sale or discounted items
  • Gift cards, free gifts
  • Custom/personalised products
  • Free products (e.g., yoga mat carry bags, promotional items) are not subject to claims
  • Products purchased during sale/offer periods are not eligible for return or exchange
  • Products purchased using affiliate coupons are not eligible for return or exchange

7. Natural Material Disclaimer

Minor variations in texture, colour, scent, or markings are natural and not considered defects.

8. Refunds

  • Processed via Cashfree (bank, card, wallet, or UPI)
  • Timeline: 7–10 business days after QC approval

9. COD Orders

Refunds for COD orders will be issued as store credit only (valid 180 days).

10. Self-Shipped Returns

Orae is not liable for returns lost in transit. Use a trackable service.

11. Right to Deny

Orae reserves the right to deny any return or exchange at its sole discretion.

How to Initiate

Email hello@orae.in within 5 days of delivery with:

  • Order ID
  • Photos/videos of the issue
  • Packaging condition

We’ll respond within 24–48 hours.

Thank you for practicing mindful consumption and supporting a more sustainable world.