Terms & Conditions
Last Updated: August 6, 2026
Welcome to ORLO (“ORLO,” “we,” “us,” or “our”). These Terms & Conditions (“Terms”) govern your access to and use of orlo.com (the “Website”) and any purchase you make through it. By browsing the Website, creating an account, or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Website.
1. About Us
ORLO is an online retailer of authentic skincare, makeup, haircare, and beauty products, operating out of Karachi, Pakistan. You can reach us at:
- Email: sales@orlo.com
- Phone: 0325-3656996
- Address: 4-7 Islamic Plaza, Gulshan-e-Iqbal, Karachi, Pakistan
2. Eligibility
You must be at least 18 years old, or be using the Website under the supervision of a parent or legal guardian, to place an order with us. By placing an order, you confirm that the information you provide (name, contact details, delivery address) is accurate and that you are authorized to use the payment method selected.
2. Eligibility
You must be at least 18 years old, or be using the Website under the supervision of a parent or legal guardian, to place an order with us. By placing an order, you confirm that the information you provide (name, contact details, delivery address) is accurate and that you are authorized to use the payment method selected.
3. Products & Product Descriptions
- We make every effort to display product images, descriptions, ingredients, and pricing accurately. However, colors, textures, and packaging may vary slightly due to screen display settings, manufacturer changes, or batch variation.
- All products listed on the Website are subject to availability. We reserve the right to limit quantities, discontinue a product, or correct pricing/description errors at any time without prior notice.
- Prices are listed in Pakistani Rupees (Rs) and are inclusive of applicable taxes unless stated otherwise. Prices may change at any time, but changes will not affect orders already confirmed.
4. Orders & Order Acceptance
- Placing an order through the Website, the pre-order form, or via WhatsApp constitutes an offer to purchase. An order is only confirmed once you receive an order confirmation from us (via email, SMS, WhatsApp, or phone call).
- We reserve the right to refuse or cancel any order at our discretion — for example, in cases of suspected fraud, pricing errors, stock unavailability, or if delivery to your area is not possible. If we cancel a confirmed order, any payment already made will be refunded in full.
- Please double-check your delivery address and contact number before confirming your order. ORLO is not responsible for delays or non-delivery caused by incorrect or incomplete information provided by the customer.
5. Payment Methods
We currently accept the following payment methods:
- Cash on Delivery (COD) — pay in cash when your order arrives.
- Bank Transfer — pay directly into our designated bank account; orders are processed once payment is confirmed.
- JazzCash — pay via your JazzCash mobile wallet.
- EasyPaisa — pay via your EasyPaisa mobile wallet.
For Bank Transfer, JazzCash, and EasyPaisa payments, please use your order number as the payment reference so we can match your payment to your order without delay.
6. Shipping & Delivery
- We currently deliver nationwide within Pakistan only.
- Orders ship from Karachi and are typically dispatched within 24 hours of confirmation, unless a product is on pre-order.
- Delivery over Rs 3,000 in a single order is free. Orders below this amount may incur a delivery charge, shown at checkout.
- Estimated delivery timelines vary by city but are generally 2–5 business days from dispatch. These are estimates, not guarantees — delays may occur due to courier issues, weather, public holidays, or incomplete address information, and ORLO is not liable for delays outside its reasonable control.
- Risk of loss and title for products pass to you upon delivery to the address provided at checkout.
7. Pre-Orders
Some products are made available for Pre-Order before they officially arrive in stock. By placing a pre-order (via the Pre-Order form or WhatsApp), you agree to the following:
- A partial advance payment (typically 25–30% of the product price) is required to confirm your reservation. The exact amount will be confirmed by our team after you submit your request.
- Estimated arrival dates shown on the Website are approximate and may shift due to international shipping, customs, or supplier delays.
- Cancellations: You may cancel a pre-order within 48 hours of booking for a full refund of your advance payment. Cancellations after this window are non-refundable but may be adjusted toward another product of equal or greater value, at our discretion.
- The remaining balance is payable via bank transfer, JazzCash, EasyPaisa, or Cash on Delivery once your item is ready to ship.
8. Returns, Exchanges & Refunds
- We accept returns and exchanges within 7 days of delivery, provided the product is unopened, unused, in its original packaging, and accompanied by the original invoice or order confirmation.
- Due to hygiene and safety reasons, opened or used skincare, makeup, and personal care items cannot be returned or exchanged, unless the product was defective, damaged in transit, or incorrect on delivery.
- To initiate a return, please contact us at sales@orlo.com or 0325-3656996 within 7 days of receiving your order.
- Approved refunds are processed to the original payment method (or as store credit, if agreed) within 7–10 business days of us receiving the returned item. Advance payments on cancelled pre-orders are refunded per the terms in Section 7.
- Delivery charges (if any were paid) are non-refundable unless the return is due to our error (wrong or defective item).
9. Product Authenticity
All products sold on ORLO are sourced directly from authorized brand distributors and official suppliers. We do not knowingly sell counterfeit, expired, or tampered products. If you believe you have received a product that is not authentic, please contact us immediately with your order number and photos of the product for investigation.
10. Account Registration & Security
If you create an account with us, you are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Please notify us immediately at sales@orlo.com if you suspect unauthorized use of your account.
11. Acceptable Use
When using the Website, you agree not to:
- Provide false, misleading, or fraudulent information when placing an order.
- Use the Website for any unlawful purpose or in violation of any applicable Pakistani law or regulation.
- Attempt to interfere with, disrupt, or gain unauthorized access to the Website, its servers, or connected systems.
- Copy, reproduce, or resell content, images, or product descriptions from the Website without our written permission.
12. Intellectual Property
All content on the Website — including the ORLO name, logo, product photography, graphics, and written content — is the property of ORLO or its licensors and is protected by applicable copyright and trademark laws. You may not use, reproduce, or distribute this content without our prior written consent.
13. Limitation of Liability
To the maximum extent permitted by law, ORLO shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Website or purchase of our products, including but not limited to delivery delays, product unavailability, or third-party courier issues. Our total liability for any claim relating to an order shall not exceed the amount you paid for that order.
Nothing in these Terms limits any right you have under applicable Pakistani consumer protection law that cannot be excluded by agreement.
14. Privacy
Your use of the Website is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information. By using the Website, you consent to the practices described in our Privacy Policy.
15. Changes to These Terms
We may update these Terms from time to time to reflect changes in our services, policies, or legal requirements. The “Last Updated” date at the top of this page will reflect the most recent revision. Continued use of the Website after changes are posted constitutes your acceptance of the updated Terms.
16. Governing Law
These Terms are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. Any disputes arising from these Terms or your use of the Website shall be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.
17. Contact Us
If you have any questions about these Terms & Conditions, please reach out to us:
- Email: sales@orlo.com
- Phone / WhatsApp: 0325-3656996
- Address: 4-7 Islamic Plaza, Gulshan-e-Iqbal, Karachi, Pakistan
