Refund & Returns Policy

We want you to be happy with your order. Because we sell packaged food products, our returns policy works a little differently to non-food items — here's how it works.

Change of mind

As our products are consumable food items, we're unable to accept returns or offer refunds for change of mind once an order has been dispatched, for hygiene and food-safety reasons.

Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, you're entitled to a free replacement, exchange, or full refund under the Australian Consumer Law. Please contact us within 7 days of delivery at support@oraa.au with:

• Your order number
• A photo of the item and packaging
• A short description of the issue

We'll aim to respond within 2 business days and arrange a replacement or refund promptly.

Missing or lost orders

If your order hasn't arrived within the expected delivery window (see our Shipping Policy), contact us and we'll investigate with our shipping partner and arrange a resolution.

How refunds are processed

Approved refunds are issued to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card provider.

Your rights under Australian Consumer Law

Nothing in this policy limits any right or remedy you have under the Australian Consumer Law, which cannot be excluded. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Contact us

Questions about a return or refund? Email support@oraa.au.