THANK YOU FOR YOUR PURCHASE

We sincerely appreciate your business and trust in our products. At Orielion, customer satisfaction is our highest priority, and we stand behind the quality of every item we sell. We understand that sometimes a product may not meet your expectations, arrive damaged, or simply not be the right fit for your needs. That’s why we’ve developed this comprehensive return and exchange policy to ensure you have a hassle-free experience when shopping with us.

Our commitment to excellence extends beyond the point of sale. We want every customer to feel confident in their purchase and know that we’re here to support them throughout their entire shopping journey. Whether you’re returning an item, exchanging for a different size, or need assistance with a defective product, our dedicated customer service team is ready to help make things right.

OVERVIEW OF OUR RETURN POLICY

Our return policy is designed to be fair, transparent, and customer-friendly while protecting the interests of all parties involved. We offer flexible return options including full refunds, exchanges, and store credit to accommodate your preferences. All returns are subject to inspection to ensure items meet our return criteria, and we reserve the right to refuse returns that don’t comply with our stated guidelines.

We process thousands of returns each month and have streamlined our procedures to make the process as efficient as possible. Our goal is to resolve your return request quickly and fairly, ensuring you receive the outcome you’re seeking in a timely manner.

RETURN TIMEFRAME & CONDITIONS

Time Limits

All returns must be initiated within fourteen (14) calendar days from the date of delivery, not the purchase date. The return shipping must be postmarked within seven (7) calendar days of receiving your Return Merchandise Authorization (RMA) number. Items returned without an RMA number or after the specified timeframe will not be accepted and will be returned to sender at the customer’s expense.

For international customers, we understand that shipping times may be longer, so we extend the return initiation period to twenty-one (21) calendar days from delivery date. However, the same seven-day shipping requirement after receiving an RMA number still applies.

Item Condition Requirements

Returned items must meet all of the following conditions to be eligible for refund or exchange:

• • Unused and Unworn: Items must be in completely new, unused condition with no signs of wear, washing, or alteration

• • Original Packaging: All items must be returned in their original packaging, including boxes, bags, tissue paper, and any protective materials

• • Tags and Labels: All original tags, labels, price stickers, and security devices must be attached and intact

• • Accessories Included: Any accessories, manuals, warranty cards, or bonus items that came with the original purchase must be included

• • Odor-Free: Items must be free from perfumes, smoke, pet odors, or any other scents

• • No Pet Hair: Items must be completely free of pet hair or dander

• • Clean Condition: Items must be free from stains, makeup, deodorant marks, or any other contamination

Special Considerations for Different Product Categories

Clothing and Accessories: All garments must have protective covering still attached where applicable. Shoes must show no signs of wear on soles or uppers. Handbags and accessories must have all stuffing, protective covers, and authenticity cards included.

Electronics and Gadgets: Must include all original cables, chargers, manuals, software discs, and warranty information. Items must not show signs of use such as scratches, fingerprints, or worn surfaces.

Home and Garden Items: Must be in original condition with all mounting hardware, assembly instructions, and protective packaging intact.

Books and Media: Must be in pristine condition with no bent pages, highlighting, writing, or shelf wear.

DETAILED RETURN PROCESS

 

 

 

 

Step 1: Contact Customer Service

Before returning any item, you must first contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. This can be done through several channels:

Email: Send a detailed message to hello@orielion.com including:

• • Your full name and order number

• • Detailed reason for return (defective, wrong size, didn’t meet expectations, etc.)

• • Photos of the item if returning due to defect or damage

• • Preferred resolution (refund, exchange, store credit)

Phone: Call our customer service line during business hours (Monday-Friday, 9 AM – 6 PM EST) at the number provided in your order confirmation email

Online Portal: Log into your account on our website and submit a return request through your order history

Step 2: Receive RMA Number and Instructions

Within 24-48 hours of your return request, you’ll receive a detailed email containing:

• • Your unique RMA number

• • Specific return shipping address (may vary based on product type and location)

• • Prepaid shipping label (if eligible)

• • Return form to complete

• • Packaging instructions

• • Timeline expectations

Step 3: Prepare Your Return Package

Carefully package your item following these guidelines:

Packaging Materials: Use the original packaging whenever possible. If not available, use a sturdy box with adequate padding to prevent damage during transit.

Required Documentation: Include all of the following in your return package:

• • The item being returned (meeting all condition requirements)

• • Completed return form with RMA number clearly marked

• • Copy of your order confirmation or receipt

• • Original invoice or packing slip

• • Any accessories, cables, or bonus items that came with the product

Package Labeling: Clearly write the RMA number on the outside of the package and affix the provided return label. If using your own shipping method, ensure the package is properly addressed to the specific return facility designated in your RMA email.

Step 4: Ship Your Return

You have several shipping options:

Prepaid Labels: For eligible returns, we provide prepaid labels. Simply affix the label and drop off at the designated carrier location. Note that prepaid label costs may be deducted from your refund based on the reason for return.

Your Own Shipping: You may use any carrier of your choice, but you’ll be responsible for all shipping costs. We strongly recommend using a service with tracking and insurance for valuable items.

Drop-off Locations: Some returns may be eligible for drop-off at partner locations. Check your RMA email for availability in your area.

Step 5: Return Processing

Once we receive your return package:

Inspection Process: Our returns team will inspect your item within 2-3 business days of receipt to verify it meets our return criteria.

Quality Check: Items undergo a thorough examination to ensure they’re in the condition required for resale or exchange.

Processing Decision: Based on the inspection, we’ll approve the return for your requested resolution or contact you if there are any issues.

Final Resolution: Approved returns are processed for refund, exchange, or store credit within 5-7 business days after inspection approval.

REFUND INFORMATION

 

 

 

 

Processing Times

• • Inspection: 2-3 business days after receipt

• • Refund Processing: 5-7 business days after approval

• • Bank Processing: 3-10 business days (varies by financial institution)

• • Total Expected Time: 10-20 business days from when we receive your return

Refund Methods

Original Payment Method: All refunds are issued to the original method of payment used for the purchase. This includes:

• • Credit/Debit Cards: Refunds appear as credits on your statement

• • PayPal: Refunds are credited to your PayPal account

• • Digital Wallets: Refunds are processed through the original wallet service

• • Gift Cards: If paid with gift card, refund is issued as store credit

Partial Refunds: In some cases, partial refunds may be issued for:

• • Items returned outside the optimal condition but still acceptable

• • Items missing non-essential accessories

• • Products with minor wear that doesn’t affect functionality

What’s Included in Your Refund

• • Product purchase price

• • Original taxes paid (where applicable)

What’s NOT Included in Your Refund

• • Original shipping charges (unless return is due to our error)

• • Return shipping costs (unless we provide prepaid label)

• • Restocking fees (where applicable)

• • Processing fees charged by third-party payment providers
    
    

EXCHANGE POLICY

 

 

 

 

Exchange Options

We offer several exchange options to ensure you get exactly what you need:

Size Exchanges: Perfect for clothing, shoes, and accessories when you need a different size of the same item.

Color/Style Exchanges: Exchange for a different color or style of the same product at the same price point.

Product Exchanges: Exchange for a completely different product of equal or lesser value.

Exchange Process

1. 1. Follow the same return process outlined above, indicating “Exchange” as your preferred resolution

1. 1. Specify exactly what you’d like to receive in exchange

1. 1. We’ll process your original return and simultaneously ship your exchange item

1. 1. If exchanging for a higher-priced item, you’ll be charged the difference

1. 1. If exchanging for a lower-priced item, you’ll receive a refund for the difference

Exchange Shipping

• • We cover shipping costs for size exchanges on defective items

• • Customer covers shipping for preference-based exchanges

• • Express shipping options available for urgent exchange needs
    
    

STORE CREDIT PROGRAM

 

 

 

 

When Store Credit is Issued

• • Customer preference for future purchases

• • Items returned outside the standard return window but within extended grace period

• • Promotional or sale items (where applicable)

• • As an alternative to refund processing delays

Store Credit Terms

• • No expiration date on store credits

• • Can be combined with promotional offers

• • Transferable to family members with proper authorization

• • Can be used for online or phone orders

• • Applied automatically at checkout when using the same account
    
    

RESTOCKING FEES

 

 

 

 

When Restocking Fees Apply

A 20% restocking fee applies to returns in the following situations:

• • Non-defective items returned for personal preference

• • Items returned without original packaging

• • Products returned outside the standard return window

• • Large or bulky items requiring special handling

• • Custom orders that can still be resold

When Restocking Fees Are Waived

• • Defective or damaged products

• • Items sent in error by our warehouse

• • Products that don’t match website description

• • Customer service approved exceptions

• • First-time returns for new customers (one-time courtesy)
    
    

NON-RETURNABLE ITEMS

 

 

 

 

For health, safety, legal, and practical reasons, the following items cannot be returned or exchanged under any circumstances:

Hygiene and Personal Care Items

• • Undergarments: Bras, underwear, shapewear, intimate apparel

• • Swimwear: Bathing suits, bikinis, swim trunks

• • Personal Care Products: Opened skincare, makeup, cosmetics, lotions, creams, serums

• • Health Products: Vitamins, supplements, personal care devices

Custom and Personalized Items

• • Engraved Products: Jewelry, watches, accessories with custom engraving

• • Monogrammed Items: Clothing, bags, accessories with personal monogramming

• • Custom Orders: Made-to-order items, bespoke products, custom sizing

• • Personalized Gifts: Items with custom photos, text, or designs

Digital and Intangible Products

• • Software: Downloaded programs, apps, digital licenses

• • eBooks: Digital books, audiobooks, digital magazines

• • Gift Cards: Electronic or physical gift cards (unless required by law)

• • Subscriptions: Digital service subscriptions, memberships

• • Digital Downloads: Music, videos, digital art, patterns

Pierced Jewelry and Accessories

• • Body Jewelry: Earrings, nose rings, body piercing jewelry

• • Watches: Due to hygiene and authenticity concerns

• • Hair Accessories: Items that come in direct contact with hair or scalp

Final Sale and Clearance Items

• • Items marked “Final Sale” at time of purchase

• • Clearance products marked as non-returnable

• • End-of-season merchandise

• • Discontinued items sold at reduced prices

Special Circumstances

• • Perishable Items: Fresh flowers, food products, plants

• • Hazardous Materials: Items containing batteries, chemicals, or flammable materials

• • Live Animals: Pets, fish, or any living creatures

• • Rental Items: Products intended for temporary use
    
    

DEFECTIVE AND DAMAGED PRODUCTS

 

We take product quality seriously and want to make things right immediately if you receive a defective or damaged item.

Immediate Action Required

Contact us within 24 hours of delivery if you receive:

• • Damaged products

• • Defective items that don’t function as intended

• • Wrong items shipped

• • Missing components or accessories

• • Products that don’t match the website description

Required Information for Defective/Damaged Claims

Email hello@orielion.com with:

• • Order number

• • Clear photos showing the defect or damage

• • Detailed description of the issue

• • Photos of the packaging if damaged in transit

• • Video demonstration for electronic items (if applicable)

Our Response to Defective/Damaged Products

• • Immediate Replacement: We’ll expedite a replacement item at no charge

• • Full Refund: Complete refund including original shipping costs

• • Partial Refund: For minor defects that don’t affect functionality (customer choice)

• • Repair Service: For high-value items where repair is preferred

• • Return Shipping: We provide prepaid labels for all defective/damaged returns
    
    

INTERNATIONAL RETURNS

 

Special Considerations for International Customers

We welcome international customers and understand that returns can be more complex due to distance and customs regulations.

Extended Return Timeframes

• • Return Initiation: 21 calendar days from delivery date

• • RMA Shipping: 7 calendar days after receiving RMA number

• • Processing: Additional 3-5 business days due to customs clearance

International Return Shipping

• • Customer Responsibility: International customers cover all return shipping costs unless the item is defective or wrong

• • Customs and Duties: Customer responsible for any customs fees, duties, or taxes on return shipments

• • Required Documentation: Returns must include proper customs declarations and may require additional paperwork

Refund Processing for International Orders

• • Currency: Refunds issued in original purchase currency

• • Exchange Rates: Current exchange rate at time of refund applies

• • Bank Fees: International transaction fees may apply and are customer responsibility

• • Processing Time: Additional 5-10 business days due to international banking requirements

Prohibited International Returns

Some items cannot be returned internationally due to shipping restrictions:

• • Lithium batteries or electronic devices containing them

• • Liquids, gels, or aerosols

• • Items restricted by destination country customs

• • Perishable or temperature-sensitive products
    
    

HOLIDAY AND SPECIAL EVENT RETURN POLICIES

 

Extended Holiday Return Periods

During major shopping seasons, we extend our return policy:

Black Friday through New Year’s: Items purchased between November 1st and December 31st may be returned until January 31st of the following year.

Valentine’s Day: Gifts purchased in February may be returned through March 15th.

Mother’s Day/Father’s Day: Items purchased in May may be returned through June 30th.

Back-to-School: Products purchased in July and August may be returned through September 30th.

Gift Returns

• • Gift Recipients: May return items without original receipt using order number

• • Gift Cards: Can be issued for returns without purchase information

• • Different Address: Returns can be processed even if shipping address differs from billing

• • Privacy: Gift purchaser won’t be notified of returns unless specifically requested
    
    

FRAUD PREVENTION AND RETURN ABUSE

 

Our Commitment to Fair Practices

While we strive to provide excellent customer service, we must protect against return fraud and abuse to maintain fair pricing and service for all customers.

Return Monitoring

We track return patterns to identify:

• • Excessive return rates

• • Returns of worn or used items

• • Fraudulent return attempts

• • Policy violations

Consequences of Return Abuse

• • Account warnings for policy violations

• • Return privilege restrictions

• • Account suspension for severe violations

• • Referral to law enforcement for fraudulent activity

Our Right to Refuse Returns

We reserve the right to refuse returns that:

• • Don’t meet our stated criteria

• • Show signs of fraud or abuse

• • Are from customers with excessive return rates

• • Violate our terms of service
    
    

CUSTOMER SERVICE AND SUPPORT

 

Contact Information

Email: hello@orielion.com (Primary contact method) Response Time: Within 24 hours during business days Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST Weekend Support: Limited support available for urgent issues

What to Include in Your Communication

• • Full name and order number

• • Clear description of your issue or request

• • Photos (for defective/damaged items)

• • Preferred resolution

• • Contact information for follow-up

Language Support

• • English (Primary)

• • Spanish (Limited support available)

• • Translation services available for complex issues

Escalation Process

If you’re not satisfied with the initial response:

1. 1. Ask to speak with a supervisor

1. 1. Request case escalation in writing

1. 1. Reference your case number in all communications

1. 1. Allow 24-48 hours for escalated response
      
      

RETURNS FOR BUSINESS AND WHOLESALE CUSTOMERS

 

Special Considerations

Business and wholesale customers may have different return terms based on their specific agreements with us.

Volume Return Procedures

• • Bulk returns require advance approval

• • Special packaging and shipping arrangements available

• • Dedicated business customer service team

• • Expedited processing for time-sensitive returns

Documentation Requirements

• • Business license or tax ID verification

• • Purchase order references

• • Detailed return documentation

• • Authorized personnel signatures
    
    

ENVIRONMENTAL RESPONSIBILITY

 

Sustainable Return Practices

We’re committed to environmental responsibility in our return processes:

Packaging Reuse: We encourage using original packaging for returns to reduce waste.

Donation Programs: Items that cannot be resold but are still useful are donated to local charities.

Recycling: Electronic items and products with special disposal requirements are properly recycled.

Consolidation: We offer consolidated return shipping to reduce environmental impact.

LEGAL DISCLAIMERS AND LIMITATIONS

 

Policy Modifications

We reserve the right to modify this return policy at any time. Changes will be posted on our website with the effective date. Your use of our service after changes indicates acceptance of the modified policy.

State-Specific Rights

Some states provide additional consumer protection rights that may differ from this policy. Where state law provides greater protection, those rights supersede this policy.

Limitation of Liability

Our liability for returns is limited to the original purchase price of the item. We are not responsible for incidental or consequential damages related to product returns.

Governing Law

This return policy is governed by the laws of [Your State/Country] and any disputes will be resolved in the appropriate courts of that jurisdiction.

FREQUENTLY ASKED QUESTIONS

 

Q: Can I return an item purchased with a gift card? A: Yes, but the refund will be issued as store credit.

Q: What if I lost my receipt or order confirmation? A: We can look up your order using your email address or phone number.

Q: Can someone else return an item for me? A: Yes, but they must have the RMA number and proper identification.

Q: What happens if my return is lost in shipping? A: Contact us immediately with tracking information. We’ll work with the carrier to locate your package.

Q: Can I return items to a physical store? A: Online purchases must be returned via mail unless otherwise specified.

Q: How do I track my return? A: Use the tracking number provided by your shipping carrier and monitor your email for processing updates.

CONCLUSION

We appreciate your business and want every shopping experience with us to be positive. This comprehensive return policy is designed to provide clarity and ensure fair treatment for all parties. If you have any questions not addressed in this policy, please don’t hesitate to contact our customer service team at hello@orielion.com.

We’re committed to resolving any issues quickly and fairly, and we thank you for choosing to shop with us.

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This policy was last updated on [Current Date] and supersedes all previous versions. For the most current version of our return policy, please visit our website.

CONTACT US For questions, concerns, or return requests: Email: hello@orielion.com Subject Line: Include “Return Request” or “Policy Question” for faster processing

Thank you for your business and for taking the time to review our Return Policy.

                                                                                                                                                                                      Last updated April 05, 2025