Refund policy
Returns & Refund Policy
Last updated: August 19, 2026
At Orelia, we want you to shop with confidence.
That's why we offer a 30-Day Return Guarantee on eligible purchases worldwide.
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.
This policy applies to purchases made through orelia.online.
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded under the laws applicable to your purchase.
1. Our 30-Day Return Guarantee
You have 30 days from the date you receive your order to request a return.
We want you to have enough time to receive your order, inspect your purchase, and decide whether it is right for you.
To request a return, simply contact us at:
Please contact us within the 30-day period.
2. Return Conditions
For a return under our 30-Day Return Guarantee, the product should be:
-
In its original condition.
-
Unused and unworn, where applicable.
-
Free from damage caused by the customer.
-
Returned with its original packaging where reasonably possible.
-
Returned with any accessories or items originally included with the product.
Products that have been used, damaged, altered, washed, or otherwise handled beyond what is reasonably necessary to inspect the product may not qualify for our voluntary 30-Day Return Guarantee, to the extent permitted by applicable law.
This does not affect any statutory rights relating to defective, damaged, or non-conforming products.
3. How to Request a Return
To request a return, contact us at:
Please include:
Order Number:
Product:
Reason for Return:
Our customer service team will review your request and provide you with the applicable return instructions.
Please do not send a product back before contacting us, as we may need to provide specific return instructions.
4. 30-Day Guarantee — Worldwide
Our 30-Day Return Guarantee is available to customers worldwide, subject to the applicable laws of the customer's location and the exclusions described in this policy.
This means that eligible customers may request a return within 30 days of receiving their order even when the reason for the return is simply that they are not satisfied with their purchase.
Where local consumer protection laws provide additional or stronger rights, those rights remain fully applicable.
5. European Union Customers
Our 30-Day Return Guarantee is intended to provide customers in the European Union with a return period that is longer than the standard 14-day statutory right of withdrawal for most online purchases.
The statutory 14-day withdrawal right remains applicable and is not replaced by this policy.
Our voluntary 30-day period therefore provides an additional return period for eligible products, subject to the conditions of this policy.
For eligible withdrawals under EU law, customers retain all mandatory rights regarding refunds, delivery costs, return costs, and other protections provided by applicable law.
6. Legal Guarantee for Defective Products — European Union
Our 30-Day Return Guarantee does not replace the legal guarantee of conformity applicable to consumers in the European Union.
Where applicable, consumers benefit from statutory protection for products that are defective or do not conform to the purchase contract.
Depending on the circumstances and applicable law, the customer may be entitled to:
-
Repair.
-
Replacement.
-
Price reduction.
-
Refund.
These statutory rights may apply beyond the 30-day return period.
Nothing in this policy limits or excludes those rights.
7. Defective, Damaged, or Incorrect Products
If you receive a product that is:
-
Defective.
-
Damaged.
-
Different from what you ordered.
-
Not as described.
-
Not in conformity with the purchase contract.
Please contact us as soon as possible at:
Please provide your order information and, where useful, photographs or other information showing the issue.
Depending on the circumstances and applicable law, we may offer:
-
A replacement.
-
A repair.
-
A full refund.
-
A partial refund.
-
Another appropriate remedy.
Where applicable law provides a specific remedy, your legal rights will take priority.
8. Products Excluded From the 30-Day Guarantee
Certain products may not qualify for our voluntary 30-Day Return Guarantee where their nature makes a return inappropriate or where applicable law allows an exclusion.
These may include:
Personalized or Custom-Made Products
Products made specifically according to a customer's specifications or clearly personalized may be excluded from voluntary returns where permitted by applicable law.
Perishable Products
Products that are liable to deteriorate or expire rapidly may be excluded.
Opened Sealed Products
Certain sealed products may be excluded once opened for health, hygiene, or other legally recognized reasons.
Digital Products
Certain digital content may be excluded once delivery or performance has begun, where the customer has provided the consent and acknowledgment required by applicable law.
Other Legally Excluded Products
Certain products or services may be excluded from returns where applicable law specifically permits or requires such an exclusion.
Where applicable law gives a customer a mandatory right that overrides an exclusion, that legal right will remain applicable.
9. Refund Options
Depending on the circumstances, Orelia may provide one of the following solutions:
Full Refund
An eligible returned product may qualify for a full refund in accordance with this policy and applicable law.
Replacement
We may offer a replacement product where appropriate and available.
Partial Refund
A partial refund may be offered where legally permitted and appropriate to the circumstances.
Store Credit
Store credit may be offered as an alternative where permitted by applicable law.
For statutory refunds, customers will not be required to accept store credit where applicable law requires a monetary refund.
10. Return Shipping Costs
For voluntary returns made under our 30-Day Return Guarantee, the customer may be responsible for the direct cost of returning the product unless Orelia states otherwise.
If the product is defective, damaged, incorrect, or not in conformity with the purchase contract, different rules may apply.
For customers in the European Union exercising their statutory right of withdrawal, return shipping costs will be handled in accordance with applicable law.
11. Refund Processing
Once your return has been received and approved, Orelia will process the applicable refund.
Refunds will generally be made using the original payment method unless another method is agreed and permitted by applicable law.
The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or financial institution.
12. Return of Products
Once a return has been approved, the customer must send the product according to the instructions provided by Orelia.
For our voluntary 30-Day Return Guarantee, products should be returned within a reasonable period after the return has been approved.
For statutory withdrawals or other legal returns, the applicable legal return deadlines will apply.
13. Incorrect Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please carefully check your address before completing your purchase.
If you notice an error after placing your order, contact us immediately:
If your order has not yet been shipped, we will make reasonable efforts to update the delivery address.
Once an order has been shipped or entered the delivery process, it may no longer be possible to modify, redirect, or cancel the shipment.
If an incorrect address was provided by the customer and the order has already been shipped, Orelia generally cannot guarantee a refund or replacement solely because of the incorrect address, to the extent permitted by applicable law.
This does not affect any mandatory consumer rights that cannot legally be excluded.
14. Exchanges
If you would prefer an exchange rather than a refund, please contact:
Depending on product availability and the circumstances of the request, Orelia may offer an exchange.
If an exchange is not available, an eligible refund may be provided.
15. United States Customers
Customers in the United States may use Orelia's 30-Day Return Guarantee for eligible purchases.
This voluntary guarantee is intended to provide customers with a clear and simple return period.
Nothing in this policy is intended to limit any rights provided by applicable U.S. federal or state law.
Where a product is defective, damaged, incorrectly delivered, or otherwise covered by mandatory consumer protection laws, Orelia will handle the matter in accordance with those laws.
16. Customers Outside the European Union and United States
Customers worldwide may benefit from Orelia's 30-Day Return Guarantee for eligible purchases.
The guarantee is subject to the conditions described in this policy and to any mandatory consumer protection rights applicable in the customer's country.
Where local law provides stronger or additional consumer rights, those rights will remain applicable.
17. Important Consumer Rights
Our 30-Day Return Guarantee is intended to give customers additional peace of mind when shopping with Orelia.
Nothing in this policy is intended to:
-
Remove a statutory right of withdrawal.
-
Remove a legal guarantee.
-
Exclude mandatory consumer protection rights.
-
Restrict a customer's legal right to obtain an applicable refund.
-
Prevent a customer from exercising rights that cannot legally be waived.
If applicable law provides greater protection than this policy, the applicable law will prevail.
18. Changes to This Policy
Orelia may update this Returns & Refund Policy from time to time.
Any updated version will be published on orelia.online and will include a revised “Last updated” date.
19. Contact Us
If you have any questions regarding returns, refunds, exchanges, or your rights as a customer, please contact:
Orelia
Website: orelia.online
Email: contact@orelia.online
We are committed to making your shopping experience simple, transparent, and reassuring.
Orelia 30-Day Return Guarantee
Shop with confidence.
30 Days to Return.
Worldwide Coverage.
Customer Protection.
Orelia
orelia.online
contact@orelia.online