Returns and Refund Policy

Overview

We want you to love your purchase. This Returns and Refund Policy explains how we handle returns, exchanges, and refunds for products purchased from ORSAMA™.

30-Day Money Back Guarantee

We understand that it can take time to experience the full benefits of your purchase. That’s why we offer a 30-Day Money Back Guarantee — you can try our products for up to 30 days, risk-free.

If, after giving them a fair try, you still find them unsuitable, please contact us at support@orsama.com within 30 days of delivery. We’ll assist you in arranging a return or exchange to ensure you have the best experience possible.

Return Eligibility

  • You may request a return or refund within 30 days of your purchase date.
  • Returned items must be clean, undamaged, and include their original packaging.
  • Requests made after 30 days will unfortunately not be accepted.

Refund Type

  • Full-price purchases are eligible for a full monetary refund to the original payment method.
  • Promotional or discounted purchases (e.g., 50% OFF, BOGO, bundle offers) may qualify for store credit or exchange, unless the product arrives defective or damaged.
  • All approved refunds will exclude original shipping and processing fees.

How to Start a Return

Please contact support@orsama.com before sending any item back. Unauthorized returns will not be accepted.

Include the following details in your email:

  • Order number
  • Reason for return
  • Photo of the item (if applicable)
  • Your full name and delivery address

Once approved, we’ll provide return instructions and the appropriate return address.

Shipping & Processing Fees

  • Customers are responsible for the cost of return shipping, which may range between $15–$20, depending on your location.
  • A $5 processing fee will be deducted from your refund.
  • Shipping and processing fees are non-refundable.
  • All approved returns should be sent to our designated fulfillment center (Tokyo or Hong Kong). Return addresses and instructions will be provided once your request is approved.

Free Gifts & Bundled Items

If your purchase included a free gift or was part of a bundle promotion, all associated items must be returned together in their original condition and packaging.

If the free gift has been used, damaged, or not returned, the retail value of the gift will be deducted from your refund. Free gifts are non-replaceable and cannot be exchanged or refunded separately.

Cancellations

Orders can be canceled within 5 hours of purchase by contacting support@orsama.com. Once your order has been processed or shipped, cancellation may no longer be possible.

Exchanges

We offer a one-time exchange for paid purchases (excluding promotional items). Once an exchange has been processed, refunds for that same order will no longer be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us immediately at support@orsama.com with your order number and a photo or video of the issue. We’ll help you resolve the problem as soon as possible.

Refunds will not be granted for items damaged through improper use, normal wear and tear, or without original packaging.

Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Perishable goods (e.g., food, plants, flowers)
  • Custom or personalized products
  • Personal care items (e.g., beauty or hygiene products)
  • Hazardous materials or flammable items

Sale items and gift cards are also non-returnable.

European Union Customer Rights

For customers located in the European Union, orders are subject to the 14-day cooling-off period under EU consumer protection laws. Items must remain unused, in original condition and packaging, with proof of purchase.

Refunds

Once we receive and inspect your returned item, we’ll notify you about the approval status. If approved, your refund will be issued to your original payment method within 3–5 business days.

Please note that your bank or credit card provider may require an additional 3–5 days to complete the transaction.

If you haven’t received your refund after 15 days, please contact us at support@orsama.com.

Policy Updates

This policy may be updated periodically to improve clarity and ensure the best experience for our customers. If you have any questions, feel free to reach out to us anytime at support@orsama.com.

Last Updated: November 2025