Order Cancellation Policy

Order Cancellations

This covers cancelling an individual order after it is placed. To stop future subscription renewals instead, see the “Cancel anytime” section of our Subscription & Auto-Renewal Policy.

Before your order ships

If we can stop your order before it enters fulfillment, we will cancel it in full and refund you completely, with no fee. Contact us at support@myoralux.com as soon as possible. The sooner you reach us, the more likely we can stop it. Orders typically enter processing within a few hours of being placed, so we cannot guarantee we will catch it in time.

Once your order has shipped

If your order has shipped by the time you reach us, it cannot be cancelled. Once you receive it, you can return it under our return terms: we will refund the product price less a 15% restocking fee, and outbound and return shipping are non-refundable. The full terms, including how the fee is applied, are set out in our Return & Refund Policy.

Damaged, faulty, or incorrect items are handled separately and are never subject to a restocking fee. See our Shipping & Delivery Policy and our Return & Refund Policy.

Subscription renewal orders

If a subscription renewal has already generated an order, the same rule applies: we will cancel and refund in full if we can stop it before fulfillment, and after that it is handled as a return. To stop future renewals rather than a single order, cancel your subscription from your account before your renewal date.

Fees and discretion

Where circumstances require, Oralux will determine whether an order can still be cancelled and the appropriate resolution in each case. We may waive fees at our discretion. Any change to our cancellation or restocking fees applies only to orders placed after the change is published.

EU and UK customers

Nothing here limits your statutory rights. You have a 14-day right to withdraw from eligible orders under EU and UK consumer law, and where that right applies you will not be charged a restocking fee and we will refund standard outbound shipping as required.