Refund policy

At Orileva, every piece is made with intention and care. We want you to feel completely at home with your purchase. If something isn't right, we're here to help.

Return Window

We accept returns within 30 days of the delivery date. To be eligible for a return, you must contact us at [email protected] within this window and provide a reason for your return.

Eligibility Conditions

To qualify for a return or refund, items must meet the following conditions:

  • The item must be unused and in its original condition
  • The item must be in its original packaging
  • You must provide proof of purchase (order number or confirmation email)
  • Personalized or custom-engraved items are not eligible for return unless defective

How to Initiate a Return

To start a return, please email us at [email protected] with:

  • Your order number
  • The item(s) you wish to return
  • Your reason for returning

We will respond within 2 business days with return instructions. Please do not send items back without prior authorization — unauthorized returns cannot be processed.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in return transit.

Refunds

Once we receive and inspect your return, we will notify you by email. If the return meets the eligibility requirements outlined in this policy, your refund will be issued to your original payment method within 5–10 business days.

Original shipping fees are non-refundable for voluntary returns. This does not apply if the item received is damaged, defective, or incorrect, or where otherwise required by applicable law.

Please note that your bank or card issuer may require additional time to post the refund to your account.

Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase for a refund and place a new order.

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us within 7 days of delivery at [email protected]. Include your order number and clear photographs of the issue. We will arrange a replacement or full refund at no additional cost to you.

Sale Items

All items purchased during a promotional sale or at a discounted price are final sale and are not eligible for return or refund. This policy will be clearly stated at the time of purchase.