Refund policy

Last updated: November 19, 2025

Thank you for shopping with Orvinos.
We want you to be satisfied with your purchase. This Return & Refund Policy explains when and how you can request a return, replacement, or refund.

Important:
We only accept returns or refunds in the following cases:

  • The product has a manufacturing defect.
  • You received a different item than the one you ordered.

We do not accept returns for change of mind, wrong size or color preference, or general dissatisfaction if the product is free of defects.

1. Eligibility for Return or Replacement

You may be eligible for a return, replacement, or refund if:

  • Manufacturing defect

  • The product arrives damaged, defective, or not functioning as it should.

  • Wrong item received

  • You received a different product, size, or variant than what appears on your order confirmation.

To be eligible:

  • You must contact us within 7 days from the date of delivery.
  • The item must be unused, in its original packaging (where applicable), and with all accessories included.
  • You must provide clear photos or videos showing:
  • The defect or damage, or
  • The product received compared to the invoice/order confirmation.

2. Cases Not Eligible for Return or Refund

We are unable to accept returns or provide refunds in the following situations:

  • Change of mind or you no longer want the product.
  • You ordered the wrong size, color, or model.
  • Normal wear and tear or damage caused by misuse, improper storage, or not following product instructions.
  • Products that show signs of use, stains, scratches, or damage caused after delivery.
  • Any product returned without prior approval from our customer support team.

3. How to Request a Return or Refund

If you believe your case meets the conditions above, please follow these steps:

  1. Contact us at:
    Email: Orvinos46@gmail.com
    Address: Al Zumurrud St, 606, Abu Dhabi, AZ, AE
  2. In your message, please include:
  • Your full name
  • Order number
  • Date of purchase
  • Clear description of the issue
  • Clear photos or videos of:
  • The defect or damage, or
  • The wrong item received, and the shipping label on the package (if applicable)

  1. Our team will review your request and respond within a reasonable time with:

  • Approval or rejection of your request, and
  • Instructions for the next steps if approved.

Please do not ship any product back to us before receiving approval and instructions from our support team.

4. Return Shipping Costs

  • If the return is approved due to our error (defective product or wrong item sent):
  • We may cover or reimburse reasonable return shipping costs,
    or
  • We may arrange a replacement without requiring you to ship the item back, depending on the case and country.
  • If the return is not due to our error, or does not meet this policy, we reserve the right to refuse the return.

5. Refunds

If your return request is approved and we decide to issue a refund:

  • Refunds will be processed to the original method of payment used for the order (where possible).
  • Processing time may vary depending on your bank or payment provider.
  • We may deduct any non-refundable shipping fees or customs charges where applicable.

In some cases, we may offer:

  • A replacement product, or
  • A store credit / discount code instead of a direct refund, where appropriate and agreed with you.

6. Order Cancellations

  • Orders may only be cancelled before they are processed or shipped.
  • Once an order has been shipped, it cannot be cancelled and will be treated under this Return & Refund Policy.

7. Contact Us

If you have any questions about this Return & Refund Policy, or if you believe your order qualifies for a return or refund under the conditions above, please contact us:

Email: Orvinos46@gmail.com