Refund policy
30-Night Money-Back Guarantee
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.
Holiday returns: orders placed between November 1 and December 24, 2026 can be returned until January 15, 2027, or 30 nights after delivery, whichever is later. The same conditions apply. If the mask was a gift, the person who ordered it can start the return and we refund the original payment.
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.
Bundle orders and gifts
With Buy 2, Get 1 Free, every mask is covered by the guarantee and we refund each one at the price you actually paid for it. The free Sculpting Set and Spa Headband are yours to keep either way.
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.
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.