Refund policy
At Oraco, every product is carefully handcrafted and personalized to create a meaningful gift for our customers. As most of our products are custom-made, we kindly ask customers to review their orders carefully before completing their purchase.
Personalized Products
All Oraco products are made according to the personalization details provided by the customer. Please ensure that all names, dates, messages, and other customization details are accurate before placing your order.
We do not accept returns, cancellations, or exchanges for personalized products due to:
- Change of mind.
- Incorrect information provided by the customer.
- Preference changes after an order has been placed.
Damaged, Incorrect, or Faulty Orders
If:
- Your order arrives damaged,
- You receive the wrong product, or
- Oraco makes an error in the personalization or production of your order,
please contact us within 4 days of delivery.
To assist us in resolving the matter promptly, customers may be asked to provide:
- Clear photographs of the product,
- The order number, and
- A brief description of the issue.
Refunds and Replacements
Once the issue has been reviewed, Oraco will determine the most appropriate solution based on the circumstances. This may include:
- A replacement product,
- A full or partial refund, or
- Another suitable resolution where applicable.
Refunds and replacements are provided only where Oraco is responsible for the error or where the product arrived damaged or defective.
Return Shipping Costs
The party responsible for the error will bear the applicable costs.
- If Oraco is responsible for the mistake, we will cover the reasonable costs associated with resolving the issue.
- If the customer provides incorrect personalization details or ordering information, any additional costs incurred will be the customer's responsibility.
Order Processing and Production Times
Orders are typically processed within 24 hours after payment has been received.
Most personalized products are handcrafted within 1 business day. However, production may take up to 2 business days if:
- Additional information is required,
- Personalization instructions are unclear, or
- We are awaiting clarification from the customer regarding their order.
Order Cancellations
Because production of personalized items begins shortly after an order is placed, we do not accept cancellations once an order has been submitted and payment has been received.
Contact Us
If you experience any issues with your order, please contact us as soon as possible so that we can assist you promptly.
Email: support@oraco.co.za