Refund policy

Returns

We want you to be happy with your order. If something isn't right, you have 30 days from the day your item arrives to request a return.

To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. For hygiene reasons, items that have direct skin contact (such as body wraps and massage devices) can only be returned if they are unused and in fully resealable condition.

To start a return, email us at support@ormilo.com with your order number and the reason for return. We'll review your request and reply within 24 hours with the next steps.

Please don't send any item back before contacting us — returns sent without an approved request can't be processed.

Return shipping

Once your return is approved, we'll send you the correct return address and instructions. Return shipping is arranged by the customer and the cost of return shipping is the customer's responsibility, unless the item arrived damaged, defective, or incorrect (see below).

We recommend using a tracked service for your return, as we can't be responsible for items lost on the way back to us.

Damaged, defective, or wrong items

Please check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, email us at support@ormilo.com within 48 hours of delivery with a photo or short video of the issue.

In these cases we'll make it right at no cost to you — we'll arrange a free replacement or a full refund, including any shipping you paid. You won't be asked to cover return shipping for a fault on our side.

Refunds

Once we receive and inspect your return (or, for faulty items, once we've confirmed the issue from your photo/video), we'll let you know whether your refund is approved.

If approved, your refund goes back to your original payment method within 10 business days. Your bank or card provider may need a few extra days to post it.

Original shipping charges are non-refundable, except where the return is due to a fault on our side.

Exchanges

The fastest way to get the item you want is to request a return for your current item and place a new order separately. This way you're not waiting on the return to be processed first.

Items we can't accept

We can't accept returns for items that have been used or are not in resealable condition (for hygiene reasons), or items returned without an approved return request.

European Union — 14-day cooling-off period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification.

To do this, email us at support@ormilo.com within 14 days of delivery. The item must be unused, in the same condition you received it, and in its original packaging. Unless the item is faulty, the cost of returning it is the customer's responsibility. Once we receive and inspect the returned item, we'll refund you within 10 business days.

Questions

We're here to help. For anything related to returns, refunds, or your order, email support@ormilo.com and we'll reply within 24 hours.