Sales and Refund Policy

Last Updated: April 27, 2022

Sales & Refund Policy

These terms apply to your purchase of products/services made via Orka website. Please read it carefully as it contains important information concerning your rights and obligations, as well as limitations. By submitting your order, you agree to be bound by these terms, including the Privacy Policy and Terms of Use, which are incorporated here by reference. Please note that this agreement also includes an individual arbitration clause where the use of arbitration at an individual level is required to resolve disputes, instead of class action or jury trials. If you do not agree with these terms, do not place an order.

Promotional Offers

All the promotional offers, including but not limited to coupons, voucher codes, are subject to the conditions of the offer, and may not be redeemed for credit or cash. Limit of one promotional offer per purchase applies.

Orka reserves the right, in its sole discretion, to terminate or modify the promotional offer program at any time. In the event of product returns, you will be given refunds for the amount actually paid in the original transaction, once any promotional offer is applied.

Orders

We reserve the right to cancel or refuse any order for any reason at any stage of the online ordering process, including situations where an order has been submitted and the order is yet to be confirmed.

Some situations that may cause cancellation include insufficient stock status/limited product availability, errors or inaccuracies in pricing information, or problems identified as potential frauds by us. We may also ask for additional verifications or information before accepting and processing any order. We will attempt to contact you if all or any portion of your order is cancelled, or if additional information is required to accept your order.

After you receive your order, you have the right to cancel the purchase and return or exchange any product as proposed in the terms for Return & Exchange.

Shipping and Delivery

1. Free shipping on All Products

Orders will be processed for shipping within 1-2 business days. Free shipping is usually delivered within 3-10 business days. Note that this date is subject to the stock status and availability of the product ordered. We do not guarantee that your order will not be delayed as there may be issues beyond the control of Orka or the carrier.

We ship to all provinces in Canada except some areas in Northwest Territories, Yukon, or Nunavut. If you live in the areas mentioned above, contact us before placing your order to see if we could ship to these areas.

We do not ship to PO Boxes, third party mailbox services of freight forwarders.

We do not ship internationally.

2. Shipping and Handling/Risk of Loss

Orka will use its discretion in selecting a reputable carrier and appropriate means of shipment. Orka will not be liable for risks of loss or damage to products during transit. If you cannot receive or pick up your order after three attempts of delivery, your package will be returned to Orka's warehouse and we will process a refund to your original method of payment.

You have fifteen (15) calendar days to notify Orka of any missing, wrong, or damaged portion of your purchase in accordance with the provisions set forth in this Section. Orka will not be liable for risks of loss or damage to products during transit.

Return & Exchange

In Orka, customers' satisfaction is our main priority; hence we strive to provide you with the best experience. If you are not satisfied with our products, you can return your order and get a full refund within forty-five (45) calendar days. The 45 days money-back guarantee will automatically apply to all full payment orders unless specified by conditions below, including but not limited to special promotional orders.

*Please Note: accessories and gift options are not eligible for return/45 days money back policy. Purchases made for the Free Home Try-On are not eligible for the 45-day money back policy. Please refer to Return Policy for Free Home Try-On for terms and instructions for returning the products.

Standard Return Policy

To return an order, all of the following conditions must be met:

• All the return and exchange requests must be requested within forty-five (45) calendar days of the delivery date.

• The item must be in its original and unaltered condition, ordinary wear excluded.

• The item must be returned with the original packaging with all the accessories in their original condition.

*Please Note: If you have received a package that has a missing item or damaged component, please contact our customer service team right away with the picture of the damaged or defective package.Our customer service team will process your issue.

Before requesting a return, please read through our Standard Return Policy; To initiate a return, follow these steps to submit a request for a Return Authorization:

Alternatively, you can contact our Customer Support team to assist you with the return process.

1. Log in to your account by clicking Sign In
2. After logging in, click on My Orders and then Order Details
3. Click Return My Order and then select the item(s) that you wish to return
4. Please fill out the return request form and send us your request
5. The customer support team will email you a return label and return instructions.

If you don't hear from us for more than two business days, please contact us at ca.support@hiorka.com

*Please note: If you decide not to use our return label, please contact customer service with the return information, including; the name of the shipper and the tracking number of the shipment. You will also be responsible for the shipment's safety if you use other shippers to return your order.

Return Window Expiration

Once the return label has been created and sent to your email, you will have ten (10) calendar days to ship/send your returning order. Please follow the return instructions and ship/send your order on time.

An expired/overdue return may result in an invalid return label and your return request withdrawn. An additional charges may apply accordingly.

Return for refund with missing components

To receive a full refund, we kindly ask for a complete return with all original accessories. Returning a package with missing accessories will result in a partial refund or additional charge.

We understand some accessories may go missing during daily use and get misplaced while packing. To avoid the unnecessary charge, we kindly ask every customer to follow the return instructions closely and double-check where you have used our product, collect and return everything in the original package to complete your returns.

Refund

After receiving the return instruction email, customers should follow the instructions and pack the merchandise with all its accessories. Use the attached return label to ship the products back to us.

The warehouse will do an inspection on your return. It takes up to three (3) business days. You will get an update on your return status when the inspection is done.

Your refund should be back to your original payment method within ten (10) business days after receiving return confirmation email.

*Please Note: The return policy terms for general purchase do not apply to the 21-day Free Try-On.

Return Policy for Free Home Try-On

If you have received a package that has a missing item or damaged component, please contact our customer service team right away with the picture of the damaged or defective package. Our customer service team will process your return or new shipment shortly.

To return a Free Try-On order, all of the following conditions must be met:

• The return must be requested within twenty-one (21) calendar days of the delivery date.

• The item must be in its original and unaltered condition, ordinary wear excluded.

• The item must be returned with the original packaging with all the accessories in their original condition.

Since no payment was required at the initial purchase with Free Try-On order, additional charges may apply depending on the condition of the product return.

*Please Note: Orka has the right to initiate an automatic charge for the full amount to the original method of payment the customer used to sign up with for any of the following conditions:

1. Customer does not respond when the program ends on their intent to keep or return the Orka product.
2. Request for a return was not sent within ten (10) calendar days of the delivery date.
3. The return shipment was not initiated within 10 days, or date otherwise agreed upon after the return label was sent.
4. Missing or defective product return.

Return Window Expiration

Once the return label has been created and sent to your email, you will have ten (10) calendar days to ship/send your returning order or otherwise agreed upon. Please follow the return instructions and ship/send your order on time.

An expired/overdue return may result in an additional charge.