Refund and Returns Policy

Email support@oraspot.co.uk with your order number (it starts ORA-) and tell us what you would like to do or what is wrong. You do not need to contact the brand first: we deal with the brand for you, and we aim to reply within 24 hours on UK business days.

The brand's legal name, business address and email address are on the product page, under Seller details, and in your order confirmation email.

If nothing in your order has been sent yet, you can cancel it yourself: open your Order History, choose the order and press Cancel order. We cancel every item and refund you in full, including delivery, straight away. You can also email us and we will do it for you. Once a brand has started sending any part of your order, the button is no longer shown, but you can still cancel, as the next section explains.

• To cancel, press Return items on the order in your Order History, email us, or send us the cancellation form below. You do not have to use the button or the form: any clear statement that you want to cancel is enough. Your Order History shows the last day for each brand's parcel.
• Send the items back within 14 days of telling us. We email you the brand's return address when you ask.
• You pay the cost of sending the items back, unless they are faulty or not as described.
• You can open and handle an item as you would in a shop to check it. If it has been used or handled more than that and is worth less as a result, the brand may take the loss in value off your refund.
• We refund the price of the items and the delivery charge you paid, to the card or payment method you used.
• We refund you within 14 days of the brand getting the items back, or of you showing us proof that you sent them, whichever is sooner. If you cancel before anything has been sent to you, we refund you within 14 days of you telling us.

The right to cancel does not cover:

This does not affect your rights if an item is faulty or not as described.

The brand must give you goods that are as described, of satisfactory quality and fit for purpose. If an item is not, the Consumer Rights Act 2015 gives you these rights:

• A fault that shows up within 6 months of delivery is taken to have been there at delivery, unless the brand proves otherwise.
• If an item does not match its description on OraSpot, you have the same rights as for a faulty item.
• The brand pays the cost of returning a faulty, damaged or wrong item.
• Within 30 days of delivery you can ask online: press Return items on the order in your Order History and tell us what is wrong. After that, or if you prefer, email us.
• Photos of the problem help us deal with it quickly.

If your order has not arrived when you expected it, or its tracking has stopped updating, email us. We check with the brand and its carrier. If your order has been lost, we refund you in full, or the brand sends it again if you would prefer. The brand is responsible for your order until it is delivered.

• Use the return address we give you. It is the brand's address, not ours: please do not send items to our registered office.
• Pack items securely and use a tracked service if you can. Keep your proof of postage until your refund arrives.

Every brand on OraSpot agrees in our Merchant Terms to:

• answer refund and return requests we pass on within 3 business days;
• accept returns and give a return address;
• pay the return postage for faulty, damaged or wrong items;
• honour every buyer's legal rights, including the 14-day right to cancel.

If you and a brand cannot agree, we step in. Email support@oraspot.co.uk with your order number, what happened and any photos or messages. We aim to resolve it within 14 business days and we explain our decision.

Our decision does not affect your legal rights: you can still take the matter to court. Citizens Advice can help for free.

You can use this form to cancel, but you do not have to: an email to support@oraspot.co.uk saying that you cancel is enough.

To: [the brand named in your order confirmation], care of OraSpot (ORASPOT LTD), 9 Gatwick Road, Birmingham, England, B35 6NE. Email: support@oraspot.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the items]
Order number: [ORA-.....]
Ordered on: [date] / Received on: [date]
Name of consumer(s): [your name]
Address of consumer(s): [your address]
Signature of consumer(s): [only if you send this form on paper]
Date: [date]