By initiating a request for purchase/return/refund or exchange of Product(s), you agree to be bound by the terms contained in this Policy without any modification.
Did you receive a wrong, damaged, defective product(s) or your product is lost in transit or you got the product(s) with missing parts or you did not like the product you purchased? No worries, our support & operations teams are here to assist you in the best possible manner. Our goal is to provide customers with outstanding products and services.
It is advisable to shoot the video of product at the time of unpacking after you receive the product from our courier service so that any claim for damage/defect issues can be resolved with help of video with concerned team. While shooting the video, kindly ensure to capture the tax invoice as well as the time stamp of the video along with serial number, outside label information in the beginning to make sure the authenticity.

Returns:

Return of any Product, shall be subject to the following terms and conditions:

  • Return can be requested by the customer based on his/her choice, with no specific conditions applied. However, the customer agrees and undertakes to pay a re-stocking fee of 15% on the invoiced MRP for return of the product(s) found in a fit condition by the Company. Further, the customer also agrees to bear the courier charges in case of sending it back to Orra Lights location. In case the product is wrong, damaged, defective product(s), Orra Lights will additionally reimburse the amount of courier charges.
  • The acceptance of the Product for return shall be conditioned on passing the quality investigation by Orra Lights. Refund approval or rejection depends upon the investigation carried out by concerned team.
  • A return request must be raised within 7 days of delivery of the product to the customer. Products must be returned in their original packaging unaltered and unused with the price tags, barcodes, labels, user manual, and warranty card intact along with a copy of the invoice, as applicable, within 3 days from raising the return request.
  • Please write to us at help@orralight.com, or call us at the tollfree number 07219711226. Our Customer Care Team will get in touch with you within 24 hours of receipt of your return request.
  • The Product for which return request is raised should be in unused condition and it must not have been installed. The returnable product should be in intact condition. The return should include the original packaging, labels and accessories, if any. The Product(s) should be free of any wear and tear. The returned products are subject to inspection by Orra Lights.
  • As per company policy, minor defects on products do not qualify for returns or exchanges.
  • Return Process where Orra Lights store is available: i) Customers can drop the product at the nearest Orra Lights store. Post-inspection, we will accept the return. Return request must be made within 7 days of delivery. The product should be returned within 7 days from the date of the delivery.
  • Return Process where Orra Lights store is not available: i) Customers in remote areas need to return the product to the nearest warehouse/store at their expense. ii) If the product is damaged, the customer is responsible, and we request them to retrieve it from the delivered location. Customer bears the courier charges in case of returns effected through couriers.
  • In case of an order with multiple products, customer may raise a request for partial return. However, partial return does not mean a single product returned in different parts.
  • Any products returned in a damaged condition including but not limited to physical internal or external damage, electrical circuit damage, scratches or abrasions etc will not be refunded. The customer will have to pick up the damage product in case he/she needs the product back. After necessary quality inspection and on satisfactory outcome, Orra Lights will issue a credit note within 7 days of receipt of the product for an amount equivalent to the value of the returned product less Re-stocking fees of 15%, and the same can be used only within 180 (one hundred and eighty) days from the date of credit note. Any lapse of the above period will render the credit note invalid.
  • Provisions of Refund Policy mentioned below will be applicable and be read in conjunction with this section.

Exchange:

In order to exchange a damaged/defective/wrong product, you are required to comply with the below mentioned conditions:

  • The Product for which exchange request is raised, should be in unused, unaltered condition and it must not have been installed. The returnable product should be in intact condition. The return should include the original price tags, barcodes, labels, user manual, warranty card intact along with a copy of the invoices in original packaging and with accessories, if any. The Product(s) should be free of any wear and tear. The returned products are subject to inspection by Orra Light before initiating exchange.

  • In case the exchanged product is of a higher cost, customer agrees to make payment of the incremental cost first to Orra Light in order to be eligible for such exchange. In case of the exchanged product is of a lower cost, the customer will get a credit note or refund at the discretion of Orra Light. Such credit note will be valid for a period of 180 (one hundred and eighty) days from the date of issuance of the credit note.

  • Customer is required to notify Orra Light customer service by email at help@orralight.com of receipt of a damaged/defective/incorrect product within 24 hours of delivery to you. If you are unable to do so within 24 hours, Orra Light shall not be held liable for the failure to replace the order.

  • On receiving your request, Orra Light shall verify the authenticity and the nature of the request and if Orra Light is convinced that the request is authentic and has merits, Orra Light will initiate the process for exchange which shall be further subject to quality inspection by its technician.

  • Orra Light will arrange pick-up of the damaged/defective/incorrect Product through its logistics partner for locations where Orra Light has its physical stores. If Orra Light is unable to do so, Orra Light will notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one day from receipt of such notice. Courier/ freight charges may be reimbursed by Orra Light to the customer in such case, as is determined by Orra Light.

  • As per company policy, minor defects on products do not qualify for returns or exchanges.

  • Once the product is received by Orra Light, the exchanged new product will be dispatched/provided to the customer within 3-15 days depending upon the location of the customer and stock availability.

Cancellation:

  • An order cannot be cancelled once confirmed by Orra Light. You can only return or modify an order (with products of the same or more value) within 24 hours of order placement, provided the order has not been shipped by Orra Light.
  • If you want to return or modify your order (within 24 hours of order placement) before the order has been shipped, please call the customer service number 721971122 or please send us an email at help@orralight.com with the product details (name, color, price, size).
  • If you have an account with us, please cancel the order from your 'My Orders' Page, else, drop us an email at help@orralight.com. Kindly note that 15% of the fees towards restocking will be applicable in such case.

Terms and Conditions of Warranty:

  • The customer should ensure to have all the tools in place including but not limited to ladder/scaffolding and the required electrical plug points. In case any of the above are not available, the customer needs to do provide it at his sole costs and efforts.
  • Orra Light technicians will not be able to initiate the installation of Product without the available plug points/electric points. In case of Orra Light Technician is providing an installation service and if the customer location has any electricity or any other issues and resultant damage takes place to a Product and/or Service, Orra Light shall not be responsible for the same and it may lead to warranty being void at Orra Light discretion.
  • In case, installation of any product requires drilling, the same shall have to be arranged by the customer before visit of the technicians of Orra for Light installation.