Last updated: 26 October 2026
We want your LacaOra order to match its description and arrive safely. This policy explains how Ora Enterprises handles returns, exchanges, cancellations and refunds; it does not exclude rights provided by Indian consumer law.
Damage, defects or a wrong item
Contact us promptly, preferably within 48 hours of delivery, with your order number, photographs and a description of the issue. Keep the item, packaging and shipping label while we assess the claim. An opening/unboxing video can help establish transit damage, but a claim is not rejected solely because no video exists or this preferred reporting period has passed.
Confirmed transit damage qualifies for a full refund of the affected item and any applicable original shipping charge. For other verified defects, incorrect items or material differences from the agreed description, we will provide the remedy required by law, which may include repair, replacement, exchange or refund. We arrange any necessary eligible return without charging you return shipping.
Made-to-order items & cancellations
Change-of-mind returns, preference changes and customer-selected size/design errors are not normally accepted once an order has been made correctly, unless we agree otherwise or the law requires a remedy. Handmade variation is acceptable only where reasonably consistent with the disclosed product description; it does not excuse damage or a defect.
Request changes or cancellation immediately. We will confirm whether production can still be stopped. Any cancellation deduction must be lawful, transparent and proportionate to actual work or costs already incurred; an order is not automatically non-refundable simply because it is made to order.
Returning an item & refunds
Contact us for return instructions before sending anything. Preserve the item’s condition and use suitable protective packaging. Damage caused by misuse, modification or failure to follow applicable care instructions is not a manufacturing defect.
Approved refunds are initiated without unnecessary delay within applicable legal time limits, normally to the original payment method. Where that is unavailable, we will agree a suitable method with you. Bank/payment-provider processing time is separate. We do not charge a fee simply to release an approved refund.
Contact & grievances
Email: support@lacaora.com
Ora Enterprises, trading as LacaOra
Customer support and grievance contact: Abdullah
Building No. 1, Mangalpura, Sambhal, District Sambhal, Uttar Pradesh – 244303, India.
Use our Contact Us form, quoting your order number where relevant. Consumer complaints are acknowledged within 48 hours and addressed within one month, in accordance with applicable law.