Because skincare and cosmetic products are personal-use items, we cannot ordinarily accept products that have been opened, used, tampered with or had their safety seal compromised merely because the customer changed their mind.
This helps protect the health and safety of all customers.
Eligible Returns
Please contact us promptly if you receive:
- the wrong product;
- a product damaged before or during delivery arranged by Jora Naturals;
- a defective product; or
- an incomplete order.
Contact:
Include:
- order number;
- customer’s name;
- description of the issue; and
- clear photographs where applicable.
Inspection
Jora Naturals may request photographs or return of the affected item before approving a replacement or refund.
Refunds
Where a refund is approved, it will ordinarily be made to the original payment method or through another mutually agreed method.
Bank/payment-processing times may affect when funds become visible in the customer’s account.
Allergic Reactions and Skin Compatibility
Individual skin responses vary.
An individual sensitivity or reaction does not necessarily mean that a product is defective.
Customers are encouraged to review ingredients carefully and patch test new products where appropriate.
If a serious reaction occurs, discontinue use and seek appropriate medical attention.
Incorrect Orders Made by Customers
Where an unopened and resalable product was ordered incorrectly, contact Jora Naturals before returning it. Acceptance of such returns will be considered according to the circumstances and applicable consumer-protection requirements.
Delivery charges may not be refundable where Jora Naturals correctly supplied the customer’s order.