Return, Refund & Breakage Policy

Return, Refund & Breakage Policy

Last Updated: October 2026 | Applicable to all RORA Store Orders (Australia & Worldwide)

🛡️ 100% Transit Breakage Guarantee (No Return of Broken Glass Required)

At RORA, all our glassware (Glass Bongs, Sweet Puff Pipes, Oil Burners, and Percolator Accessories) is double-boxed with multi-layer bubble wrap. However, glass is inherently fragile in long-distance transit.

If any item arrives damaged or cracked: Do NOT ship broken glass back to us. Simply take 2–3 clear photos of the damaged item and exterior packaging, and email them along with your Order Number to info@rorabong.com within 48 hours of delivery. We will arrange an immediate free replacement or issue a 100% full refund.

1. 30-Day Return Policy (Unused Items)

We want you to be completely satisfied with your purchase. If you change your mind, you may return any eligible, unused product within 30 days of delivery for a store credit or full refund (excluding original shipping fees).

  • Condition: Items must be completely unused, unwashed, in their original packaging, and with all protective sleeves intact.
  • Hygiene & Safety Exclusion: For health and regulatory compliance, any pipe, bong, bubbler, or accessory that has been filled with water, exposed to flame, or had contact with organic matter or residue is strictly non-returnable.
  • Return Authorization: Please contact our support team at info@rorabong.com prior to returning any item to obtain a Return Merchandise Authorization (RMA) and the correct regional return address.

2. Australian Consumer Law (ACL) Compliance

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Step-by-Step Return Process

  1. Initiate Request: Email info@rorabong.com with your order number, reason for return, and photos of the product and original packaging.
  2. Receive RMA & Instructions: Our support desk will verify your order within 24 business hours and provide you with return instructions and regional warehouse details.
  3. Secure Packing & Shipping: Pack the items securely in their original carton with adequate cushioning. Return shipping costs for change-of-mind returns are the responsibility of the customer.
  4. Inspection & Refund: Upon receiving and inspecting the returned merchandise, we will process your refund within 3–5 business days back to your original payment method.

4. Order Cancellation & Address Changes

Orders are dispatched rapidly from our fulfillment hub within 24 business hours. If you need to cancel or change your shipping address, please contact us immediately at info@rorabong.com. Once an order has been fulfilled and tracking is generated, it cannot be canceled in transit and must be handled under our standard 30-day return process.

Need Assistance?

Our customer care team is available daily to assist with tracking, replacements, and order inquiries: