1. Scope
This policy explains when ORA Water issues monetary refunds, the methods and timelines used, and how cancellations and failed payments are handled. It applies to all purchases made on shop.orawater.in.
2. When You Are Eligible for a Refund
- An approved return per our Return Policy where a replacement is not possible.
- Order cancelled by you before it is dispatched.
- Order cancelled by ORA Water due to stock, serviceability, or quality concerns.
- Payment was successfully captured but the order could not be created (system / inventory failure).
- Duplicate or accidental payment for the same order.
3. Cancellation Window
You may cancel a prepaid order from My Orders until it moves to the "Out for Dispatch" status. Once dispatched, cancellation is not possible — please raise a return on delivery instead.
4. Refund Methods
| Original Payment | Refund Method |
|---|---|
| UPI, Card, Net Banking, Wallet (Razorpay) | Refunded to the same source |
| Cash on Delivery | Bank transfer to nominated account |
| Store Credit / Loyalty Points | Credited back to your wallet |
5. Refund Timelines
- Approval: Refund requests are reviewed within 1–2 working days of submission.
- Initiation: Once approved, refunds are initiated through Razorpay or bank transfer within 24 hours.
- Credit to your account: Typically 5–7 working days, subject to your bank or wallet provider. International cards may take up to 10 working days.
You will receive an email notification when the refund is initiated and a separate confirmation when it is processed by the payment gateway.
6. Partial Refunds
In cases where only a portion of the order is eligible (e.g., partial damage in a multi-item order), we issue a partial refund proportional to the impacted items. Shipping charges are non-refundable unless the entire order is cancelled before dispatch or the failure is on our side.
7. Failed Payments / Payment Captured Without Order
If your payment was captured by Razorpay but the order could not be created (rare), the checkout page will display a recovery banner with two options:
- Retry Order — we re-attempt order creation using the captured payment.
- Initiate Refund — queues a refund for admin approval, processed within 1–2 working days.
If you closed the page, email info@orawater.in with your Razorpay payment reference and we will reconcile it manually.
8. Non-Refundable Charges
- Payment gateway fees on cancelled orders are absorbed by ORA Water for prepaid orders.
- Same-day rush delivery surcharge is non-refundable once the order is dispatched.
- Custom-label setup and artwork charges are non-refundable once production has begun.
9. Contact for Refund Disputes
If a refund does not reflect within the stated timeline, please contact us with your order number and a screenshot of the original payment. We will work with Razorpay to trace and resolve the refund.