Refund policy
ORAYA RETURNS & REFUND POLICY
Last updated: 29 September 2026
At Oraya, we want you to be satisfied with your purchase. This Returns & Refund Policy explains when you may return a product, request a refund or replacement, and how we handle returns in accordance with applicable South African consumer-protection laws.
This policy applies to purchases made through the Oraya online store.
1. Your Statutory Consumer Rights
Nothing in this policy is intended to remove, restrict or limit any rights you may have under South African law.
In particular, applicable consumer rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) remain unaffected.
Where a legal right gives you greater protection than this policy, the legal right will apply.
2. Returns of Unopened Products
For hygiene and product-safety reasons, Oraya will generally only accept a change-of-mind return of teeth-whitening powder where the product remains:
- Completely unopened;
- Unused;
- In its original packaging;
- Sealed and in a condition suitable for resale; and
- Accompanied by reasonable proof of purchase.
If you wish to return an unopened product voluntarily under our standard returns process, please contact us as soon as reasonably possible after receiving your order.
The cost of returning a product under a voluntary change-of-mind return may be the responsibility of the customer, unless applicable law provides otherwise.
Nothing in this section limits any statutory right you may have to cancel an online transaction or return defective, unsafe or incorrectly supplied goods.
3. Opened or Used Teeth-Whitening Products
Because teeth-whitening powder is a product intended for use in or around the mouth, we cannot ordinarily accept a voluntary change-of-mind return once the product has been opened or used.
This restriction is intended to protect hygiene, product integrity and the health and safety of our customers.
However, an opened or used product may still qualify for a return, replacement or refund where you have a valid legal claim, including where the product is defective, unsafe, materially different from what was ordered, or otherwise fails to meet applicable consumer-protection requirements.
We will assess such claims individually and will not use this section to exclude rights provided by law.
4. Defective, Damaged or Unsafe Products
If you receive a product that is defective, damaged, unsafe or does not meet the applicable requirements for quality and fitness, please contact us as soon as reasonably possible.
Under the CPA, qualifying goods are subject to an implied warranty of quality. Within six months after delivery, a consumer may return qualifying goods that fail to satisfy the applicable requirements and standards, without penalty and at the supplier's risk and expense.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement or refund.
Please provide:
- Your order number;
- Your name and contact details;
- A description of the problem; and
- Photographs or other reasonable evidence of the issue where appropriate.
We may reasonably inspect the product to determine the nature of the problem.
5. Incorrect Product or Incorrect Order
If we send you the wrong product, an incorrect quantity, or a product materially different from the product you ordered, please contact us.
We will arrange an appropriate remedy in accordance with your consumer rights, which may include:
- Supplying the correct product;
- Replacing the incorrect product; or
- Providing a refund where applicable.
Where the incorrect product was supplied due to an error on our part, we will not require you to bear the return cost where applicable under law.
6. Online Cooling-Off Right
Where applicable, consumers purchasing goods through an electronic transaction have a statutory cooling-off right under section 44 of the ECTA.
A consumer may cancel a qualifying transaction without giving a reason and without penalty within seven days after receiving the goods.
The only charge permitted under section 44 is the direct cost of returning the goods.
Where payment has already been made, the applicable refund must be processed within the period prescribed by law.
This statutory right operates independently of our voluntary returns policy and does not remove any other consumer rights available under South African law.
7. How to Request a Return
To request a return, contact us at:
Email: oraya.enquiries@gmail.com
Please include:
- Your full name;
- Order number;
- Date of purchase;
- Reason for the return;
- Photographs where relevant; and
- Any other information reasonably required to process the return.
Do not send a product back before receiving return instructions from us unless otherwise required by law.
8. Return Inspection
Where appropriate, returned products may be inspected to establish:
- Whether the product supplied was the product ordered;
- Whether the product was damaged before or during delivery;
- Whether the product is defective or unsafe;
- Whether the product has been opened or used; and
- Whether the return falls within this policy or an applicable statutory right.
An inspection will not be used to unlawfully deprive a consumer of rights provided by South African law.
9. Refunds
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
The amount and timing of the refund will depend on the reason for the return and the applicable legal requirements.
Where the return is due to a qualifying defective, unsafe or incorrectly supplied product, the customer will not be unfairly charged for costs that the law requires the supplier to bear.
For qualifying ECTA cooling-off cancellations, the applicable statutory refund rules will apply.
10. Delivery Damage
If your package arrives visibly damaged, please contact us as soon as reasonably possible and provide photographs of:
- The outer packaging;
- The shipping label; and
- The product and its packaging.
This assists us in investigating the delivery issue and arranging an appropriate remedy.
You should not discard the packaging until the matter has been resolved where it may be relevant to the investigation.
11. Products That Cannot Be Returned for Hygiene Reasons
We reserve the right to refuse a voluntary change-of-mind return where a teeth-whitening product has been opened, used or otherwise handled in a manner that makes it unsuitable for resale for legitimate hygiene or product-safety reasons.
This does not affect a consumer's statutory rights relating to defective, unsafe, incorrectly supplied or otherwise non-conforming goods.
12. Refunds Are Not Guaranteed Simply Because You Are Dissatisfied With the Results
Our teeth-whitening powder is supplied for its stated intended use.
Individual results may vary depending on factors including the individual's teeth, existing staining, oral hygiene and method of use.
A customer not achieving their personally expected whitening result does not automatically mean that the product is defective.
However, nothing in this section limits a consumer's legal rights where the product is defective, unsafe, not as described, unsuitable for a particular purpose that was communicated to Oraya where applicable, or otherwise fails to comply with applicable consumer-protection law.
13. Product Safety
Customers should use the product strictly in accordance with the instructions and warnings supplied with the product.
Do not use the product contrary to its instructions.
If you experience an adverse reaction or other unexpected problem while using the product, discontinue use and seek appropriate professional advice where necessary. Please also contact Oraya so that we can investigate the matter.
14. Exchanges
Where permitted by law, unopened and unused products may be eligible for an exchange at Oraya's discretion, subject to stock availability and the requirements of this policy.
Statutory remedies for defective, unsafe or incorrectly supplied goods are not restricted by this section.
15. No Waiver of Consumer Rights
Nothing in this Returns & Refund Policy excludes or limits any consumer right that cannot lawfully be excluded or limited under South African law.
If any provision of this policy is found to be unlawful or unenforceable, that provision will be applied only to the extent permitted by law and the remaining provisions will continue to apply.
16. Contact Us
If you have any questions regarding a return, refund or replacement, please contact:
Oraya
Email: oraya.enquiries@gmail.com
We will endeavor to respond to return and refund requests within a reasonable period.
Oraya reserves the right to update this policy from time to time. The version applicable to your purchase will be the version in effect at the relevant time, subject to any mandatory rights under South African law.