Overview
At Ora Origins, every order is prepared with care, intention and respect for the daily rituals our products become part of. We want your experience with us to feel clear, trusted and considered from the moment you place your order.
This Refunds & Returns Policy explains how we handle returns, refunds, exchanges, damaged items and cancellations for purchases made from Ora Origins.
Returns
We accept returns under the following conditions:
- Items must be returned within 30 days of the original purchase date.
- Products must be unused, unopened and in their original packaging.
- The product seal must not be broken.
- Proof of purchase, such as an order confirmation or receipt, must be provided.
- The item must be in a condition suitable for resale.
Because Ora Origins products include consumable wellness products such as collagen, creatine monohydrate, ashwagandha, moringa and Celtic salt, we cannot accept returns on opened or used products for hygiene, safety and quality reasons.
This does not affect your legal rights if a product is damaged, defective or incorrectly supplied.
Products That Cannot Be Returned
For health, hygiene and product safety reasons, we cannot accept returns for:
- opened products;
- used products;
- products with broken seals;
- products not in their original packaging;
- products damaged due to misuse, tampering or incorrect storage;
- perishable goods, where applicable;
- clearance sale items or products marked as non-returnable;
- products purchased from another retailer, marketplace or stockist.
If your product arrived damaged, defective or incorrect, please contact us so that we can assist.
How To Start A Return
To begin the return process, please contact Ora Origins before sending any product back.
Email us at:
Use the subject line:
Return Request: Order #[Your Order Number]
Please include:
- your full name;
- your order number;
- the product you would like to return;
- the reason for the return;
- proof of purchase;
- photos if the item is damaged, defective or incorrect.
Once we receive your request, we will review it and provide return authorisation together with the return delivery details.
Please do not send products back without first receiving return instructions from Ora Origins, no refunds will be processed if this is the case.
Return Shipping Costs
Return courier costs are the responsibility of the customer unless the product was received damaged, defective or incorrect.
If the return is approved because of an error on our side, or because the product arrived damaged or faulty, Ora Origins will arrange or cover the reasonable return shipping cost.
We recommend using a trackable courier service for returns. Ora Origins cannot be held responsible for returned parcels that are lost in transit when arranged by the customer.
Refunds
Once your returned item has been received, it will be inspected before a refund is approved.
If your return is approved:
- your refund will be processed to the original payment method where possible;
- refunds may take 5–10 business days to reflect, depending on your bank or payment provider;
- courier fees are non-refundable unless the return is due to a damaged, defective or incorrect item.
If your return is not approved, we will notify you and explain the reason based on this policy.
Exchanges
We only replace items if they are damaged, defective or incorrectly supplied.
If you need to exchange an item for the same product, please contact us at:
[Insert Ora Origins email address]
If the same item is no longer available, we may offer a refund or suggest a suitable alternative product.
Damaged, Defective Or Incorrect Items
If your order arrives damaged, defective or incorrect, please notify Ora Origins within 7 days of receiving your order.
Please send us:
- your order number;
- a short description of the issue;
- clear photos of the product;
- clear photos of the packaging and courier box;
- your contact details.
Once the issue has been reviewed, we may offer a replacement, exchange or refund, depending on the situation and product availability.
If the product is confirmed to be damaged, defective or incorrectly supplied, Ora Origins will cover the reasonable return shipping cost.
Cancellations
If you would like to cancel your order, please contact us as soon as possible.
Orders can only be cancelled before they have been packed or dispatched.
Once an order has been shipped, the standard returns process will apply.
Product Storage & Use
To protect the quality of your Ora Origins products, please store them according to the product label instructions.
Products should generally be kept:
- sealed when not in use;
- away from excessive heat;
- away from moisture;
- away from direct sunlight;
- out of reach of children.
Ora Origins is not responsible for product quality issues caused by incorrect storage, misuse, tampering or failure to follow product instructions.
Wellness Product Disclaimer
Ora Origins products are wellness products and are not intended to diagnose, treat, cure or prevent any disease.
Please read all product labels, ingredients, warnings and usage instructions before use. If you are pregnant, breastfeeding, taking chronic medication, have a medical condition or are unsure whether a product is suitable for you, please consult a qualified healthcare professional before use.
Your Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection laws.
Where a product is damaged, defective, unsafe or incorrectly supplied, we will handle the matter in line with applicable law and the details of your order.
Contact Us
For all returns, refunds, exchanges and cancellation enquiries, please contact:
Ora Origins
Email: info@mjksuppliers.com
Phone / WhatsApp: 076 054 6101
Location: 38 Bronkhorspruit Street, Norkem Park
Please include your order number in all return-related communication so that we can assist you faster.