Returns & Refund Policy

Effective date: October 21, 2025

Thank you for shopping with Orosi Dermotermal, a brand by Orosi Bioterma S.A. We value your trust and are committed to ensuring your satisfaction with every purchase.

This Returns & Refunds Policy explains how returns, exchanges, and refunds are handled for purchases made directly through our official channels — either online at orosidermotermal.com or at our physical stores in Escazú and Hacienda Orosi.

If you purchased an Orosi Dermotermal product through an authorized third-party retailer, their own return and refund policies apply. We cannot process or guarantee returns for purchases made outside our official stores or website.

1. Eligibility for Returns (Direct Purchases Only)

To qualify for a return or refund, the following conditions must be met:

  • The product was purchased directly from Orosi Dermotermal (online or in-store).
  • The return request is submitted within 14 calendar days of the delivery date (or purchase date for in-store sales).
  • The product is unused, unopened, and in its original packaging.
  • A valid proof of purchase (order number or receipt) is provided.

For hygiene and safety reasons, we cannot accept returns of opened or used skincare products, unless the item arrived damaged, defective, or incorrect.

2. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery at admin@orosidermotermal.com and include:

  • Your order number
  • A description of the issue
  • Photos of the product and packaging

Once verified, we will offer one of the following solutions at no cost to you:

  • A replacement of the same product, or
  • A full refund (including original shipping costs, if applicable).

3. How to Initiate a Return

To request a return for an eligible purchase:

  1. Email admin@orosidermotermal.com with your order number and reason for return.
  2. Our Customer Care Team will review your request and, if approved, provide return instructions and the return shipping address.

Unless the product was defective or shipped in error, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service to ensure the package reaches us safely.

4. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 7–10 business days.
  • If you have not received your refund after 10 business days, please check with your bank or card provider before contacting us again.
  • Original shipping charges are non-refundable, except in cases of defective or incorrect items.

5. Exchanges

We currently do not offer direct exchanges.

If you wish to replace an item, please return the product (if eligible) for a refund and place a new order through our website or physical store.

6. Purchases from Third-Party Retailers

If you purchased an Orosi Dermotermal product through a third-party retailer, please contact the retailer directly to review their return and refund policy.

Orosi Bioterma S.A. is not responsible for returns, exchanges, or refunds for purchases made outside orosidermotermal.com.

However, if you believe you have received a counterfeit or compromised product from an unauthorized seller, please contact us at admin@orosidermotermal.com so we can help verify authenticity and take appropriate action.

7. Non-Returnable Items

For health, safety, and business integrity reasons, we cannot accept returns or issue refunds for:

  • Products purchased through unauthorized resellers or marketplaces
  • Gift cards, promotional samples, or items received during special events
  • Used or opened skincare products (except in cases of verified damage or defect)
  • Final sale or clearance items

8. Consumer Rights Notice (Costa Rica & International)

This policy complies with the Costa Rican Consumer Protection Law (Ley 7472) and, where applicable, international consumer protection standards.

Nothing in this policy affects your statutory rights as a consumer under applicable law.

9. Contact Us

If you have any questions about this policy or need assistance with your return, please contact us at:

Email: admin@orosidermotermal.com

Business Name: Orosi Bioterma S.A.

Address: San José, Costa Rica

Website: www.orosidermotermal.com