Refund & Return Policy

Last Updated: April 1, 2026

At orolaya, we take great pride in the quality and therapeutic effectiveness of our premium joint care products. Your comfort is our mission. If you are not entirely satisfied with your purchase, we are here to help with a transparent and straightforward return process.

1. 30-Day Satisfaction Guarantee

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it.

  • It must be in the original packaging, including all accessories, controllers (for electric products), and manuals.

  • You will need the receipt or proof of purchase.

2. Return Process

To start a return, please contact our support team at service@orolaya.com.

  1. Request: Email us with your order number and the reason for the return.

  2. Authorization: If your return is accepted, we will send you a Return Authorization and instructions on how and where to send your package.

  3. Shipping: Please note that items sent back to us without first requesting a return will not be accepted.

Note: Unless the return is due to a quality defect, customers are responsible for the return shipping costs.

3. Damaged or Defective Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at (+1) 838-232-4785.

For damaged or defective products, orolaya will cover the cost of a replacement or provide a full refund, including shipping fees. We may ask for a photo or video of the defect to improve our quality control.

4. Non-Returnable Items

For hygiene and safety reasons (given the nature of wearable joint supports), we cannot accept returns on:

  • Products that show signs of significant wear or biological soiling.

  • Self-heating patches that have been opened (sealed pouches must be intact).

  • Gift cards.

5. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

 

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Contact Our Support Team

If you have any questions regarding your return or refund, our California-based team is ready to assist you:

  • Phone: (+1) 838-232-4785 (Mon-Fri, 9 AM - 5 PM PST)

  • Email: service@orolaya.com

  • Address: 16008 KAMANA RD, SUITE 100, APPLE VALLEY, CA 92307, USA