Refund policy

30-Day Return Policy

We want you to feel confident shopping with Orla. You may request a return within 30 days of receiving your order.

Return Eligibility

To qualify for a return, your item must be:

  • Unused, unopened, and in its original condition

  • In its original packaging with all included accessories

  • Accompanied by your order number or proof of purchase

For hygiene and safety reasons, ear-cleaning and other personal-care products cannot be returned once opened, used, or placed inside the ear unless the item arrived damaged or defective.

Starting a Return

Before returning an item, please contact us at liveorla.support@gmail.com with your order number and reason for the return.

If your return is approved, we will provide the correct return address and instructions. Please do not return your order to the address shown on the original package, as it may be a supplier or shipping facility that cannot process returns.

Items returned without prior approval may not be accepted.

Unless the product arrived damaged, defective, or incorrect, customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your product is damaged, defective, or incorrect, contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos or a short video showing the problem

After reviewing the information, we will work with you to provide an appropriate replacement or refund.

Non-Returnable Items

We cannot accept returns for:

  • Opened or used ear-cleaning and personal-care products

  • Items damaged through misuse or improper handling

  • Gift cards

  • Items specifically marked as final sale

Please contact us before purchasing if you have questions about whether an item is eligible for return.

Exchanges

We do not currently offer direct exchanges. The quickest option is to return the eligible item and place a new order after your return is approved.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or credit-card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at liveorla.support@gmail.com.