Return & Refund Policy
Return & Refund Policy
At ORVAITOLEY, we aim to provide customers with a clear and reliable return experience.
This Return & Refund Policy applies to eligible purchases made through orvaitoley.com.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at:
Email: service@orvaitoley.com
Our team will review your request, confirm eligibility, and provide applicable return instructions and return address information.
Please do not send products back without contacting us first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
Unused or in like-new condition
Free from customer-caused damage
Unaltered
Returned with all original components
Returned with included accessories
Returned with any accessories supplied with the product
Returned with product inserts or instructions where included
Returned in the original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because many ORVAITOLEY products include decorative components, sculpted structures, painted finishes, or other delicate elements, returned products should be packaged carefully to prevent damage during transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
Excessive use
Misuse
Customer-caused scratches, cracks, breakage, or other damage
Unauthorized repair
Modification
Missing accessories or components
Damage caused by improper cleaning, storage, handling, or use
Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
Customized or personalized products
Gift cards
Products clearly marked as final sale
Products damaged through misuse or improper handling
Products modified or repaired without authorization
Products missing significant components because of customer handling
Other products expressly identified as non-returnable before purchase
Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your ORVAITOLEY order promptly after delivery.
This is particularly important for products containing:
Decorative sculpted components
Painted or glazed finishes
Glass-like or crystal-style elements
Delicate structural parts
Other fragile product elements
If your order arrives:
Broken
Damaged
Defective
Incorrect
Missing accessories
Missing components
Incomplete
Please contact us as soon as reasonably possible.
To help us review the issue, please provide:
Your order number
Product name
Clear photographs of the product
Photographs of the inner protective packaging
Photographs of the outer shipping package
A photograph of the shipping label where available
A short video demonstrating the issue where relevant
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.
6. Basic Product Checks Before Return
For certain issues, our customer support team may first provide reasonable product checks or guidance.
These may include:
Confirming product assembly
Checking surface and finish condition
Reviewing decorative components
Confirming base stability
Reviewing product instructions or care information
We may request photographs or additional information to determine the nature of the issue.
You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
Change of mind
Incorrect product selection by the customer
No longer wanting the product
Product not matching personal preferences
Other reasons not caused by an error on our part
Customers are generally responsible for return shipping costs where permitted by applicable law.
If ORVAITOLEY confirms that a product was:
Damaged during delivery
Defective
Incorrectly supplied
Incomplete
Otherwise eligible for seller-paid return costs under applicable law
We will provide the appropriate return or resolution instructions.
Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
Otherwise expressly stated by ORVAITOLEY
The return results from an error on our part
The product was defective, damaged, or incorrectly supplied
Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
Product type
Fulfillment location
Customer destination
Warehouse location
Logistics arrangements
Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
ORVAITOLEY products may include decorative structures, painted finishes, glass-like elements, or other delicate components.
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
The main product
Any included accessories
Product inserts or instructions
Original protective materials
Original product packaging
Other items originally included with the order
Delicate products should be securely protected against movement, impact, bending, or damage inside the package.
Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
Detachable components
Mounting accessories
Product manuals
Protective packaging
Other included accessories
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
Product identity
Return eligibility
Product condition
Reason for return
Included accessories
Included components
Condition of decorative elements and other product details
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once ORVAITOLEY issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
Missing accessories
Missing components
Excessive use
Customer-caused scratches, cracks, breakage, or damage
Unauthorized modification
Unauthorized repair
Improper cleaning
Improper handling
Damage caused after delivery
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because ORVAITOLEY products may be offered in different:
Colors
Sizes
Finishes
Styles
Product variations
The preferred replacement may not always be available.
Where direct exchanges are unavailable, the most efficient option may be:
Request a return for the eligible original product.
Complete the approved return process.
Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email: service@orvaitoley.com
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
Processing
Picking or packing
Protective packaging
Fulfillment
Shipping preparation
Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
Shipment status
Carrier charges
Product condition
Return eligibility
Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional:
Shipping costs
Customs procedures
Carrier requirements
Documentation
Transit time
Products containing delicate components may also require additional protective packaging for international return transportation.
Please contact us before sending any international return.
We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
Defective products
Product conformity
Damaged products
Repairs
Replacements
Returns
Refunds
Cancellation or withdrawal rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: ORVAITOLEY
Website: orvaitoley.com
Legal Entity:
Chongqing Yichenji Technology Co., Ltd.
Registered Address:
No. 951 Yilin Road, Nanquan Street, Banan District, Chongqing, China
Unified Social Credit Code:
91500113MAEEXN091Y
Customer Support Email:
service@orvaitoley.com
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged products, defective components, or product issues, please include clear photographs and videos where relevant.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
orvaitoley.com is owned and operated by Chongqing Yichenji Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.
ORVAITOLEY — Artistic Home Decor Designed for Everyday Spaces.