Return & Refund Policy

Last updated: September 27, 2026

At Orivellane, we want you to receive the item you ordered in the condition described. This policy explains when you can request a cancellation, refund, replacement, or return.

30-day claim window

Please email support@orivellane.com within 30 days of the delivery date if your item arrives damaged, defective, incorrect, incomplete, or materially different from its description. Include your order number, a description of the issue, and clear photos of the item. We may also request a photo of the outer package and shipping label, or a short video where relevant.

Change-of-mind returns

We do not accept returns or exchanges for non-defective items because of a change of mind, personal preference, or an order placed by mistake. This does not limit any rights you may have under applicable law.

Damaged, defective, incorrect, or incomplete items

If we approve your claim, we will offer a refund or a replacement, depending on the issue and product availability.

You generally do not need to return an item that arrived damaged or defective. If a return is required for another approved issue, we will email you a prepaid return label and instructions. There is no return shipping charge or restocking fee for an approved return involving an item issue.

Please do not mail an item back before receiving return instructions from us.

Order cancellations

You may request cancellation before your order ships by emailing support@orivellane.com with your order number. We will ask the fulfillment warehouse to cancel it, but cancellation cannot be guaranteed once processing has begun. If the order has shipped, the eligibility rules in this policy apply.

Tracking and delivery problems

Please contact us if:

• Your tracking number is incorrect and has not been corrected within 4 business days.

• Tracking has not updated for more than 7 business days after the shipping label was created.

• Your order is more than 5 business days past its estimated delivery date.

We will review the tracking information and, where the order qualifies, arrange a full refund. Delivery estimates can be affected by public holidays, severe weather, carrier disruptions, and other exceptional circumstances. We will communicate any known issue as clearly as possible.

If a package is confirmed damaged or destroyed in transit, we will offer a full refund or, if you prefer and the item is available, a replacement.

Marked delivered but not received

If tracking shows “delivered” but you have not received your package, contact us promptly. We will review the shipping address and available carrier delivery information.

If the carrier confirms delivery to an address different from the address on your order, we will offer a refund or replacement. If the carrier confirms delivery to the address provided at checkout, we will review the available evidence before deciding the claim; a refund is not automatic.

Incorrect shipping address and returned packages

Please check your shipping address before placing an order. If a package is returned because the address provided at checkout was incorrect or incomplete, any return shipping cost charged for that shipment may be deducted from the refund. We will process an eligible refund after the package is returned in good condition. If the carrier cannot return the package, contact us so we can review the available options.

Refund and replacement timing

For an approved claim that does not require a return, we aim to initiate the refund within 3 business days of approval or arrange a replacement shipment within 5 business days, subject to product availability.

If an approved return is required, we aim to initiate the refund within 3 business days after return tracking shows the package in transit. Refunds are sent to the original payment method. Your bank or payment provider may take additional time to show the credit in your account.

Authorized return location

104 Gray Street, Paterson, New Jersey 07501, United States is a fulfillment and authorized-return location. It is not a walk-in customer service location. Send an item there only after Orivellane provides return instructions.

Contact us

For cancellation, return, refund, replacement, or delivery help, email support@orivellane.com and include your order number.