Return & Refund Policy
Return & Refund Policy
Last Updated: November 13, 2026
At ORVAVO, customer satisfaction is important to us. We want you to feel confident when shopping with us.
This Return & Refund Policy explains the conditions and procedures for returning products, requesting exchanges, and receiving refunds.
Please review this policy before submitting a return request.
1. 30-Day Return Policy
ORVAVO offers a 30-day return period starting from the date your order is delivered.
If you are not satisfied with your purchase, you may contact our customer service team within 30 days of delivery to request a return.
To qualify for a standard return, the following conditions generally apply:
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The return request must be submitted within 30 days after delivery.
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The item must be unused and in its original condition.
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The item should be returned with its original packaging, tags, and accessories where applicable.
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Proof of purchase or a valid order number must be provided.
Returns that do not meet these conditions may be declined where permitted by applicable law.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
2. Non-Returnable Items
Certain products may not be eligible for standard returns, where permitted by applicable law.
These may include:
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Items that have been used, washed, or altered.
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Products damaged through improper use or handling after delivery.
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Items returned without their original accessories or components.
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Products specifically identified as non-returnable before purchase, where such exclusions are legally permitted.
This section does not exclude returns or remedies for defective, damaged, incorrectly supplied, or otherwise legally non-conforming products.
3. How to Request a Return
To start a return, please contact our customer service team before sending any products back.
Customer Service Email:
service@orvavo.com
Please include the following information in your request:
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Your order number.
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The product name or description.
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The reason for your return.
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Clear photographs or videos if the item is damaged, defective, or incorrect.
Our customer service team will review your request and provide the appropriate return instructions.
Please do not send products to an address without receiving return authorization and the correct return address from our team.
4. Damaged, Defective, or Incorrect Items
We take product quality and order accuracy seriously.
If your order arrives damaged, defective, or different from the product you ordered, please contact us as soon as reasonably possible after delivery.
To help us investigate the issue, please provide:
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Your order number.
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A description of the problem.
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Clear photographs or videos showing the affected product.
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Photographs of the packaging, if relevant.
After reviewing your request, we may offer one of the following appropriate solutions:
4.1 Replacement or Reshipment
We may arrange to send a replacement item or reship the correct product if an appropriate replacement is available.
4.2 Exchange
We may offer an exchange for an appropriate product, subject to product availability and customer agreement.
4.3 Refund
If a replacement or exchange is unavailable or otherwise inappropriate, we may issue a refund to your original payment method.
For confirmed damaged, defective, or incorrectly shipped items, we will cover reasonable return shipping costs where a return is necessary.
We will work with you to find a fair and appropriate resolution.
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
5.1 Standard Returns
For returns due to personal preference, change of mind, or incorrect size selection, customers are generally responsible for the return shipping costs.
Any original shipping charges are generally non-refundable for standard change-of-mind returns, except where otherwise required by applicable law.
5.2 Damaged, Defective, or Incorrect Items
If an item is confirmed to be damaged, defective, or incorrectly shipped, ORVAVO will cover reasonable return shipping costs where a return is necessary.
Customers should contact our customer service team before arranging return shipping.
6. Refund Policy
Once an approved returned item has been received and inspected, we will notify you of the refund decision.
If your refund is approved, it will generally be initiated within 3–5 business days after the returned product has been received, inspected, and approved.
Refunds will normally be issued to the original payment method.
Please note:
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The time required for a refund to appear in your account depends on your payment provider or financial institution.
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Some banks or payment providers may require additional processing time.
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Original shipping charges and other applicable fees will be handled in accordance with the reason for the return and applicable consumer protection laws.
If you have not received your refund after the expected processing period, please contact your payment provider first. You may also contact us for assistance.
7. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
Cancellation requests may generally be accommodated before an order enters processing or shipment preparation.
Once an order has been processed or dispatched, cancellation may no longer be possible.
In such cases, you may request a return under this policy after receiving the order, subject to the applicable return conditions.
Approved cancellations will be refunded to the original payment method.
8. Shipping and Delivery Information
For consistency across our store policies, the following estimated delivery timeframes apply:
| Shipping Stage | Estimated Time |
|---|---|
| Order Processing | 1–3 business days |
| Shipping Transit | 12–15 business days |
| Total Estimated Delivery | 13–18 business days |
Order processing generally takes 1–3 business days after payment confirmation.
Shipping transit generally takes 12–15 business days after dispatch.
The estimated total delivery time is 13–18 business days.
These are estimated timeframes and are not guaranteed delivery dates. Actual delivery may vary due to customs inspections, carrier delays, weather conditions, public holidays, and other circumstances beyond our reasonable control.
For additional details, please refer to our Shipping Policy.
9. Exchanges and Product Availability
Exchanges are subject to product availability.
If the requested replacement or exchange item is unavailable, we may offer an alternative solution, such as a refund or another suitable resolution.
Any alternative arrangement will be communicated to the customer before processing.
10. Refund Method
Approved refunds will generally be issued to the original payment method used for the purchase.
If the original payment method is no longer available, please contact our customer service team so that we can discuss an appropriate solution, subject to payment provider requirements and applicable law.
We do not guarantee a specific date on which refunded funds will appear in your account, as this depends on the processing time of your bank or payment provider.
11. Consumer Rights
This Return & Refund Policy does not limit or replace any mandatory consumer rights that may apply under the laws of your country or region.
Where applicable law provides additional rights regarding defective products, cancellations, returns, refunds, or warranties, those legal rights will take precedence over any conflicting provision in this policy.
12. Contact Us
If you have questions about returns, exchanges, damaged products, or refunds, please contact our customer service team.
Website Operator:
Shenyang Hongzhen Trading Co., Ltd.
Business License Entity:
Shenyang Hongzhen Trading Co., Ltd.
Registered Address:
Unit 1-746, Room 105, 1st Floor, No. 610-1 Gutainan,
Hunnan District, Shenyang Area,
China (Liaoning) Pilot Free Trade Zone,
Shenyang, Liaoning, China
Customer Service Email:
service@orvavo.com
Customer Service Phone:
+1 2792218103
Website:
https://orvavo.com/
Thank you for shopping with ORVAVO. We appreciate your trust and the opportunity to serve you.
ORVAVO — Wear Your Way. Live Your Story.