Return Policy
30-Night Money-Back Guarantee
We want you to decide on your own face, not on a product page. Use your Orelia Luma™ for up to 30 nights from the day it arrives. If it isn't for you, email us and we'll refund you.
How to start a return
Email support@tryorelia.com with your order number and a sentence about what didn't work. We'll reply within 2 business days with a return address. There's no form to fill out.
Conditions
- Returns must be requested within 30 days of delivery.
- Please return the mask and its cable in the original box where possible. Signs of normal use are expected and fine — that is the point of the guarantee.
- Return shipping is the customer's responsibility unless the item arrived damaged or incorrect, in which case we cover it.
- Refunds are issued to the original payment method within 5–10 business days of us receiving the return. Original shipping charges, where any were paid, are not refunded.
Orders with more than one item
If your order included accessories — the Makeup Headband or the Stainless Steel Cooling Facial Sculpting Tool — you can return the mask on its own and keep them, or send everything back. Either is fine. We refund each item at the price you actually paid for it.
Accessories on their own can be returned within 30 days of delivery if unused and in their original packaging.
Damaged, faulty or incorrect items
Inspect your order on arrival. If anything is damaged, defective or not what you ordered, email us within 7 days with photos and we will replace it or refund you in full, including shipping. Faulty units are covered for 12 months from delivery.
Cancellations
Orders can be cancelled for a full refund any time before dispatch. Once a tracking number has been issued, treat it as a return.
Shipping Protection
Shipping Protection is an optional $5 add-on and is refundable only if the order is cancelled before dispatch. See our Shipping Policy for what it covers.
Non-returnable
Gift cards and any item marked final sale at the time of purchase.
Questions
Email support@tryorelia.com, Monday to Friday, 9:00am – 5:00pm Central. A person replies.