Refund Policy
Last Updated: 2026-07-15
We want you to love every OraNexa Glow purchase. This policy of Lime Glow Commerce t/a OraNexa Glow explains how returns, refunds, and exchanges work if something isn't right.
Return Eligibility
We accept returns within 14 days of delivery, provided the item is:
- Unused, unopened, and unworn
- In its original packaging with all seals intact
- Accompanied by your order number or proof of purchase
Hygiene notice: For your health and safety, beauty and personal care products (including skincare, cosmetics, and oral care items) cannot be returned once opened or used, unless the product arrived faulty or damaged. This is standard practice for cosmetic products and protects all our customers.
Non-Returnable Items
The following cannot be returned unless faulty:
- Opened or used products
- Products with broken hygiene seals
- Gift cards and discounted clearance items marked final sale
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:
- Your order number
- Photos of the product and its packaging
Once verified, we will offer you a free replacement or a full refund — no need to return the damaged item unless we specifically request it.
How to Start a Return
- Contact us through our Contact page or by email at oranexa.shop@gmail.com with your order number and reason for return.
- Our team will review your request and respond within 1–2 business days with return instructions and the return address.
- Ship the item back to us using a tracked service. Please do not send returns without contacting us first — unauthorized returns cannot be processed.
Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days of approval. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
Please note:
- Original shipping fees (where applicable) and any customs duties or taxes paid are non-refundable.
- Refund amounts are based on the price paid at checkout, including any discounts applied.
Exchanges
We currently handle exchanges as a return and reorder: return the eligible item for a refund, and place a new order for the item you'd like instead. For faulty or incorrect items, we will send a replacement free of charge.
Late or Missing Refunds
If you haven't received your refund after 10 business days:
- Check your bank account or card statement again.
- Contact your card provider or bank — processing times vary.
- If it still hasn't arrived, contact us and we'll investigate right away.
Lost or Undelivered Orders
If your tracking shows no movement for an extended period or your order hasn't arrived within the expected delivery window, contact us and we'll investigate with the courier. If your order is confirmed lost in transit, we'll send a free replacement or issue a full refund — your choice.
Please note we cannot be responsible for orders delivered to an incorrect address provided at checkout, or for parcels confirmed as delivered by the courier to the correct address.
Order Cancellations
Need to cancel? Contact us as soon as possible at oranexa.shop@gmail.com. If your order hasn't been dispatched yet, we'll cancel it and issue a full refund. Once an order has shipped, it can no longer be cancelled, but you may return eligible items under this policy.
Questions?
Our team is happy to help with any return or refund questions. Reach out through our Contact page or by email at oranexa.shop@gmail.com, and we'll respond within 1–2 business days.