Return & Refund Policy
Return eligibility, product condition, damage reporting, and refund timing
Last updated: September 29, 2026
30-Day Request Window
Eligible items may be requested for return within 30 calendar days after delivery. Contact us before sending anything back and wait for written authorization and the correct return instructions.
Eligible Condition
Except for verified defects, products must be unused, unwashed, uninstalled, clean, complete, and resalable, with original packaging, labels, instructions, inserts, hardware, accessories, and gifts.
Non-Returnable Condition
Used, washed, stained, altered, assembled where disassembly causes damage, incomplete, personalized, final-sale, or customer-damaged items may be ineligible except where law requires otherwise. Used, installed, mounted, stained, altered, odor-affected, or assembled items may be restricted for hygiene, condition, or resale reasons.
Damage, Defect, or Wrong Item
Notify service@orelvanna.com within 7 calendar days with the order number and clear photos or video. Do not use a cracked, broken, sharp, loose, unstable, or otherwise unsafe item.
Return Steps
- Email us within the applicable period.
- Provide the order number, reason, and supporting images.
- Wait for approval and the designated return address.
- Pack every component securely, especially panels, handles, wheels, and small hardware.
- Use trackable shipping and retain the receipt.
Do not send a return to the business address unless specifically instructed.
Shipping Costs
Customers generally pay return shipping for preference, size, color, capacity, layout preference, mounting, or compatibility returns. For verified incorrect, damaged, or defective items, the applicable remedy and shipping responsibility will be confirmed.
Refund Timing
After receipt and inspection, approved refunds are initiated to the original payment method within 5–10 business days. Banks and payment providers may require additional processing time.
Exchanges and Cancellations
Direct exchanges may not always be available. Cancellation is not guaranteed after processing begins; dispatched orders follow the return process. Approved orders are not subject to a restocking fee.