ORY Skincare Return Policy

At ORY Skincare, we are dedicated to crafting personalized, natural, and sustainable skincare that empowers your unique journey. Our custom lotions, serums, cleansers, and toners are made to order with your chosen ingredients and preferences, ensuring a one-of-a-kind experience. We stand behind the quality of our products and want you to love your skincare ritual. Below is our return policy, designed to balance your satisfaction with the bespoke nature of our offerings.

Our Commitment to You

We strive to deliver skincare that meets your expectations, from the formula you create to the laser-engraved bottle you design. If something isn’t right with your order, we’re here to help. Please review our return policy carefully, as it reflects the personalized and handcrafted nature of our products.

Return Policy Overview

Non-Customized, Non-Engraved Products

For pre-formulated, non-personalized products (e.g., standard Normal Skin Lotion without engraving):

  • Eligibility: Returns are accepted within 14 days of delivery for unopened, unused products in their original packaging.
  • Condition: Products must be in resalable condition, with no signs of use or damage.
  • Process:
    • Contact our support team at [contact link] within 14 days of delivery to request a Return Merchandise Authorization (RMA) number.
    • Include your order number, reason for return, and photos if applicable (e.g., damaged packaging).
    • Ship the product back to us using a trackable method, including the RMA number, within 7 days of approval. Return shipping costs are the customer’s responsibility unless the return is due to our error.
    • Once received and inspected, we’ll issue a refund to your original payment method within 5–7 business days, excluding original shipping fees.
  • Exclusions: Products purchased through third-party retailers are subject to their return policies.

Customized or Engraved Products

Due to the bespoke nature of our custom-formulated lotions, serums, cleansers, toners, and laser-engraved bottles:

  • Non-Returnable: Custom products (e.g., lotions with your chosen ingredients) and personalized bottles (e.g., engraved with a name or message) are non-returnable and non-refunded unless they arrive damaged, defective, or incorrect due to our error, as noted in our Personalization document (#) and FAQ (#).
  • Exceptions:
    • Damaged or Defective Products: If your custom or engraved product arrives damaged (e.g., broken bottle) or defective (e.g., incorrect formula), contact us within 7 days of delivery with your order number, a description of the issue, and photos. We’ll provide a replacement or refund at no cost, including return shipping.
    • Incorrect Order: If we ship the wrong product or engraving (e.g., “Emma’s Glow” instead of “Shine Bright”), notify us within 7 days of delivery. We’ll correct the error with a replacement or refund, covering all shipping costs.
  • Process:
    • Email [contact link] with your order number, issue details, and photos within 7 days.
    • Await our response with an RMA number and return instructions (typically within 1–2 business days).
    • Return the product using the provided shipping label (for covered cases) within 7 days of approval.
    • Upon receipt and inspection, we’ll process a replacement or refund within 5–7 business days.
  • Note: Engravings are permanent, and customers are responsible for reviewing text and font choices at checkout, as outlined in our Personalization document (#). We cannot accept returns for engraving errors made by the customer.

Allergic Reactions or Skin Sensitivities

Your safety is our priority. Our products are crafted with natural, skin-loving ingredients like jojoba oil, chamomile, and squalane, but sensitivities can occur. We recommend patch-testing all products, especially for sensitive skin or allergies (e.g., nuts for sweet almond oil or Asteraceae plants for calendula), as advised in our Ingredients document and Skin Types document.

  • Policy: Returns due to allergic reactions or sensitivities are evaluated case-by-case. Contact us within 7 days of use with details of the reaction and photos if applicable. We may offer a partial refund or replacement with a reformulated product (e.g., excluding an allergen like sweet almond oil), subject to inspection of the returned product.
  • Process: Follow the same steps as for damaged products, including an RMA request. Return shipping may be the customer’s responsibility unless the reaction results from an undeclared allergen due to our error.
  • Prevention: Review ingredient lists on our Ingredients page (#) and consult a healthcare professional before use if you have known allergies or are pregnant.

Non-Returnable Items

The following are non-returnable under any circumstances:

  • Used or opened custom or engraved products (unless defective or incorrect).
  • Products damaged due to improper storage (e.g., exposure to heat, as noted in our Botanical Infusion document (#) for rosehip oil).
  • Products past the 14-day return window for non-customized items or 7-day window for damaged/incorrect custom items.
  • Gift cards or promotional items.

Refunds

  • Approved Returns: Refunds are issued to the original payment method within 5–7 business days of receiving and inspecting the returned product. Original shipping fees are non-refunded unless the return is due to our error.
  • Partial Refunds: May be offered for allergic reaction cases or minor issues (e.g., slight packaging damage) at our discretion.
  • Notification: You’ll receive an email confirmation once your refund is processed.
  • Delays: Contact us if you haven’t received your refund within 10 business days of our confirmation.

Exchanges

We do not offer direct exchanges due to the custom nature of our products. If you wish to try a different formula or product, place a new order at oryskincare.com. For damaged or incorrect items, we’ll provide a replacement at no cost, as outlined above.

Shipping and Handling

  • Return Shipping Costs: Customers are responsible for return shipping unless the return is due to our error (e.g., damaged, defective, or incorrect product). We provide prepaid shipping labels for approved covered cases.
  • Lost Returns: We’re not responsible for lost or damaged return shipments without tracking. Use a trackable method and retain proof of shipment until your refund is processed.
  • International Returns: International customers must contact us for return instructions. Customs fees or duties are non-refunded, and return shipping costs are typically the customer’s responsibility unless covered by our error.

How to Contact Us

If you have questions about a return or need assistance, our team is here to help:

    • Email: return@oryskincare.com
    • Response Time: Within 1–2 business days
    • Required Information: Order number, product details, reason for return, and photos (if applicable)
    • Hours: Monday–Friday, 9 AM–5 PM EDT

Our Promise

At ORY Skincare, we’re committed to your satisfaction and the quality of our personalized, natural skincare. While the bespoke nature of our custom and engraved products limits returns, we’ll work diligently to resolve any issues due to damage, defects, or errors on our part. Thank you for choosing ORY Skincare to tell your skin’s story. Shop with confidence at oryskincare.com.