CUSTOMER SERVICE
RETURNS & EXCHANGES
Orising USA is committed to providing high quality innovative products to our valued customers. While we hope that you are always satisfied with your purchase, we realize there are times that you may need to return a product. If you will need to return your product, please review the information below.
- Returns must be initiated within 30 days of your receipt date for a full refund.
- Merchandise must be in its original, unopened, and unused condition to be eligible for a full refund. Most items we ship will have plastic wrappers or safety seals with the words “Sealed for your protection”. This tamper-evident packaging represents the best practices in the beauty industry and protects consumers against tampering by third parties. We will not accept any item with the safety seal broken or removed. If you want to test the product before buying a full size container, please reach out to us and ask for a one-time use tester.
- If you are not satisfied with our product’s performance, we will provide you with the claim form that you will need to complete in full to be eligible for a 10% off coupon that will be valid for 3 months from the date of your claim. No refund will be issued in these cases.
- In an unlikely event you develop an allergic reaction to any product, we will provide you with the claim form that you will need to complete in full to be eligible for a 15% off coupon with no expiration date. No refund will be issued in these cases.
- Merchandise that was opened and used cannot be returned for any amount of refund, regardless of a reason. See our comment above regarding safety seals.
- The original shipping and handling costs are not refundable.
- Please complete the return authorization form to be supplied upon your request, in full, to be eligible for a refund.
- All products that are discounted for more than 20% off the regular price, or labeled as limited edition, or labeled as special/discontinued items cannot be refunded as their sales are final. You will see the “FINAL SALE” note below each item meeting the above criteria.
- You will be responsible for the return shipping & handling charges, which will not be refunded, unless you received damaged merchandise (see Damaged Products Policy).
- Please make sure to record your shipment tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for your packages lost or damaged by mail carrier in transit to our office.
- All returns will be credited to the original credit card used at the time of purchase unless you indicate otherwise on the return authorization form.
- Returns will be processed within 1-2 weeks of our office receiving your item(s).
- Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.
- Please do not mail any packages C.O.D., as they will not be accepted.
- Only items purchased on www.orising-usa.com may be accepted for a return. Items purchased from www.orising-usa.com cannot be returned or exchanged at retailers that sell Orising products, nor items purchased from retailers can be returned or exchanged at our office.
- Empty or partially empty containers, or containers tampered with (with safety seals broken or removed) cannot be accepted for refund. We will visually inspect every single container for signs of tampering.
- Please mail your Orising USA return to:
V&M Success Solutions LLC, Attn: Returns/Exchanges Dept, 1800 Diagonal Rd, Ste.6o0, Alexandria, VA 22314.
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SHIPPING AND DELIVERY
- We cannot be held responsible for packages that are lost or damaged by mail carrier in transit. At your option, you may opt for a small additional insurance charge when making a purchase. We will direct you to file a claim directly with USPS, our mail carrier of choice.
- If you reside in a multi-unit building with a front desk or management office, please make sure to notify them you are expecting a package from us. Once the tracking shows the package as DELIVERED on USPS website, we will no longer be able to know its status and consequently not be responsible for any loss, theft or other unexplained disappearance, and no refunds will be issued.
- If your residential area or neighborhood has experienced mail theft in the past, please be sure to let us know so we can use the option “Signature Required”. If no such request is made, and your package is not delivered due to a suspected theft, we will direct you to file a claim directly with USPS, our mail carrier of choice. Under no circumstances will we be responsible for any loss, theft or other unexplained disappearance of packages, and no refunds will be issued.
- It is your responsibility to enter your correct mailing address into our system so you can actually receive your shipment. We will not be responsible for failed deliveries occurring due to a wrong address reported to us.
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EXCHANGE POLICY
We are happy to exchange any merchandise that is defective, damaged or unused. If you will need to exchange your product, please review the information below.
- We will accept exchanges on items purchased on www.orising-usa.com only up to 30 days after the original purchase.
- Please enclose the product you wish to exchange and your e-mail receipt/confirmation.
- If it is a gift and you don’t have a gift receipt, please contact Customer Service for further assistance.
- Please complete the return authorization form supplied with each order in full to be eligible for an exchange.
- In cases where there is a cost difference with your desired items, one of our customer service representatives may reach out to you for further information on an additional payment or a partial refund.
- You will be responsible for the return shipping & handling charges, which will not be refunded, unless you received damaged merchandise (see Damaged Products Policy).
- Only items purchased on www.orising-usa.com may be accepted for an exchange. Items purchased from www.orising-usa.com cannot be exchanged at retailers that sell Orising products, nor items purchased from retailers can be exchanged at our office.
- Empty containers or containers tampered with cannot be accepted for an exchange. We will visually inspect every single container for signs of tampering.
- Please mail your Orising USA return to:
V&M Success Solutions LLC, Attn: Returns/Exchanges Dept, 1800 Diagonal Rd, Ste.6o0, Alexandria, VA 22314.
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DAMAGED PRODUCTS POLICY
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and items inside and contact us as soon as possible. If you receive an item that is broken or damaged, you may contact customer service and we will direct you to file a claim directly with USPS, our mail carrier of choice.