Return and Refund Policy
Last updated: November 1, 2026
ORELIS operates orelis.shop and offers products through our online store. This policy applies to products purchased from orelis.shop unless product-specific written terms shown before purchase provide additional rights. Please review this policy before placing an order.
Order Changes and Cancellations
Once an order has been placed, we do not accept customer-requested cancellations, even if processing or shipment has not yet begun, because order administration and fulfillment preparation may begin immediately. If you notice an error in your order details, contact yyw66606@gmail.com as soon as possible. Corrections are not guaranteed and do not create a right to cancel the order. This restriction does not apply where cancellation or a refund is required by applicable law.
If you decide that you no longer want the order after placing it, you are not eligible for a cancellation or refund on that basis, even if the parcel has not yet been delivered. Refusing delivery or failing to collect the parcel does not cancel the order or create refund eligibility. This rule does not apply to verified loss or non-delivery in transit, or where a remedy is required by applicable law.
Change-of-Mind Returns
Once an order has been placed, we do not accept returns, exchanges, or refunds for change of mind, dislike of the product, deciding that the product is unsuitable or no longer wanted after receiving, opening, trying, assembling, or using it where no qualifying defect exists, ordering by mistake, selecting the wrong option, color, size, model, or quantity, difficulty using the product when no verified defect exists, refusal of delivery, or delays that remain within a reasonable carrier or customs timeframe.
Opened, assembled, tested, or used products are not returnable for change of mind. This restriction does not apply when an item arrives damaged, incorrect, incomplete, or with a verified manufacturing defect, or when a return or other remedy is required by applicable law.
Important — Unboxing Video Required
For claims involving damage on arrival, missing items, incorrect items, or visible defects, record one continuous, unedited video before opening the parcel. The video must clearly show the unopened parcel and shipping label, all sides of the parcel, the complete opening process, all items received, and the damage, missing item, incorrect item, or visible defect.
These claims must be submitted within 24 hours of confirmed delivery together with the qualifying unboxing video, order number, and a description of the issue.
A claim may be declined if the video is missing, edited, incomplete, does not show the sealed parcel and full opening process, or if the available evidence reasonably shows that the item was delivered in good condition and was damaged during opening or after delivery. This evidence requirement does not override rights that cannot legally be excluded, and we may consider other reliable evidence where required by applicable law.
Functional Defects Discovered After Unboxing
Any functional defect discovered after unboxing must also be reported within 24 hours of confirmed delivery. Submit your order number, the qualifying unboxing video, and clear video evidence demonstrating the problem. We may provide reasonable troubleshooting steps before approving a remedy.
Customers are responsible for promptly inspecting and testing the product after delivery. If a qualifying claim and the required video evidence are not submitted within 24 hours of confirmed delivery, we will not approve a refund or replacement for damage on arrival, missing or incorrect items, visible defects, or functional defects, except where a remedy is required by applicable law.
Damage Not Covered
We do not cover damage caused after delivery by cutting or damage during opening, misuse, improper handling, failure to follow product instructions or safety guidance, use for an unintended purpose, excessive force, impact, dropping, crushing, liquid or water exposure where the product is not designed for it, exposure to unsuitable heat or weather conditions, improper storage, unauthorized modification, disassembly or repair, normal wear and tear, or continued use after a problem became apparent.
We may decline a claim when the available evidence reasonably shows that the issue resulted from customer-caused damage rather than a manufacturing defect. This does not limit rights that cannot legally be excluded.
Claim Review and Remedies
Keep the product, original packaging, and shipping label until the claim has been fully resolved. We may request additional reasonable evidence needed to assess the claim.
If we verify that the item arrived damaged, was incorrect, was incomplete, or had a manufacturing defect, we will provide an appropriate remedy as required by applicable law. Depending on the circumstances, the remedy may be a replacement item or component, partial refund, full refund, or another agreed solution.
Approved Returns
Do not send an item back without written return authorization and return instructions from us. Approved returns must be sent to the address we provide in writing for the specific claim. Do not return an item to the sender address shown on the parcel unless we expressly authorize it. Unauthorized returns may not be accepted.
For a verified defect, incorrect item, or confirmed error by us, we will cover reasonable approved return costs where required. For any other return that we voluntarily approve, the customer is responsible for return shipping, tracking, insurance, customs charges, duties, and taxes.
Returned items must be received in the condition required by the written return authorization. The customer remains responsible for the parcel until it reaches the approved return address.
Refund Processing
Approved refunds are issued to the original payment method after the returned item is received and inspected, or after another resolution is agreed in writing. Payment-provider and bank processing times may vary.
Original shipping charges, return costs, duties, taxes, and customs charges are non-refundable unless the refund results from our confirmed error or is otherwise required by applicable law.
Delivery Problems
If tracking shows delivered but the parcel cannot be found, contact us within 1 calendar day (24 hours) and follow the steps in our Shipping Policy. A delivered tracking scan does not automatically guarantee a refund or replacement; the outcome will depend on the investigation, available evidence, and applicable law.
Statutory Rights
Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited.
Contact
For return, refund, or product-issue questions, contact yyw66606@gmail.com and include your order number.
