O'RAY BEAUTY PALACE

Returns & Refunds

How we handle incorrect, damaged, defective or unsuitable orders.

Before you return an item

Please contact us as soon as possible after delivery with your order number, photos where relevant and a short description of the issue. We will explain the next steps before you send anything back.

Eligible concerns

We will review requests where an item is incorrect, damaged on arrival, defective, unsafe, or materially different from its description. Where a return or refund is appropriate, we will provide a fair resolution in line with applicable consumer law.

Hygiene-sensitive products

For hygiene and safety, opened or used personal-care, hair-care and beauty items may not be suitable for return unless they are defective, unsafe or supplied incorrectly.

Refund timing

Approved refunds are returned through the original payment method where possible. Processing time can depend on the payment provider and your bank.

Order cancellations

If you need to cancel an order, contact us promptly. Cancellation requests are assessed based on whether payment has been verified, stock has been prepared and delivery has started.