Return & Refund Policy
1. 30-day return window
If you change your mind, you can return any product that is unopened, unused and still in its original sealed packaging within 30 days of delivery. Products that have been opened or used cannot be returned under this policy for hygiene reasons; this does not affect your rights for damaged or defective products (section 5) or your statutory rights (section 4). The same window applies to optional add-ons accepted after the checkout.
2. How to return — three steps
- Step 1 — register the return first. E-mail support@orivellehq.com within the 30-day window with your order number, the product(s) you want to return and the reason. Returns sent without registration cannot be matched to an order and cannot be accepted.
- Step 2 — approval and instructions. We reply within two business days with the return address and instructions. Pack the item securely and send it with a tracked service; keep the tracking receipt until the refund is issued.
- Step 3 — inspection and refund. Once the return arrives and passes inspection we issue the refund within 14 days to the original payment method. Your bank or wallet provider may take a few more days to show it.
3. Return costs
Under this voluntary policy you pay the cost of return shipping, and the original shipping charge is not refunded — except for customers in the European Union and Norway who return within 14 days of delivery, who are refunded in full. Orders whose delivery was refused are treated as returns and any costs charged to us for the refusal are deducted from the refund.
4. Statutory right of withdrawal (European Union and United Kingdom)
If you live in the EU or the UK you may withdraw from your purchase within 14 days of the day you (or someone you nominated) received the products, without giving a reason. Tell us in a clear statement (an e-mail is enough — you may use the form below but do not have to) before the 14 days end, then send the products back within 14 days of your statement. We refund every payment received from you, including standard delivery charges, no later than 14 days after we receive the products back or you show proof of having sent them, using your original payment method. You pay the direct cost of returning the products. Products that have been unsealed after delivery cannot be returned under this right for hygiene reasons. Independently of this right, you benefit from the legal guarantee of conformity.
Model withdrawal form (complete and return only if you wish to withdraw): To [COMPANY NAME] LIMITED, [REGISTERED OFFICE ADDRESS], Hong Kong, support@orivellehq.com, +1 (970) 464-8577: I hereby give notice that I withdraw from my contract of sale of the following goods: ______, ordered on ______ / received on ______, name of consumer: ______, address of consumer: ______, date: ______.
5. Damaged, defective or wrong items
If a product arrives damaged, is defective or is not what you ordered, e-mail us within 14 days of delivery with your order number and photos. We send a free replacement or refund you in full, including shipping, and we never charge you for return shipping in these cases. This is in addition to any legal guarantee that applies in your country.
6. Refunds
Refunds always go to the payment method used for the order. If you paid with a wallet or buy-now-pay-later service, the refund is processed through that provider and appears according to its timelines. We may reduce or decline a refund under the voluntary policy when a returned item is opened, used or damaged after delivery, or was sent without registration.
7. A note on chargebacks
If a charge looks wrong, please contact us first — most billing questions are resolved within a few days and a refund from us reaches you faster than a card dispute. Where a chargeback is raised for a charge that was disclosed and authorised and the order was delivered, we will provide our order, consent and delivery records to the card network.
8. Contact
[COMPANY NAME] LIMITED, [REGISTERED OFFICE ADDRESS], Hong Kong
E-mail: support@orivellehq.com
Phone: +1 (970) 464-8577
Order tracking: orivellehq.com/track
Effective date: September 17, 2026