Refund policy

Every ORA frame is personalised and made to order, so we can't accept returns or exchanges for a change of mind.

If your frame arrives damaged

1. Record a video while you open your parcel, starting from the sealed package. We can only accept damage claims with an unboxing video.

2. Send us the video and your order number on WhatsApp (+92 340 7400117) within 48 hours of delivery.

3. Once we've checked it, we'll make and send you a replacement free of charge.

If your print doesn't match the preview you approved

If the names, date, place, words or design on your frame are different from the preview you approved on WhatsApp, we'll remake it free. Send us your unboxing video and order number within 48 hours of delivery, the same way as for damage.

Digital files

A digital file is sent on WhatsApp or email once you've paid and approved the preview. Because it's delivered straight away, we can't refund it. If it doesn't match the preview you approved, we'll correct it and send it again.

Terms

Damage and remake claims need a complete, unedited unboxing video.

Claims must reach us within 48 hours of delivery.

Names, dates, places or words that were in the preview you approved can't be changed after printing.

Colours on the print can look slightly different from your screen. This isn't counted as damage.

If you receive a different size or design from the one you ordered, contact us within 48 hours and we'll put it right.

Questions: WhatsApp +92 340 7400117 or hello@oraframes.com