Return Policy

Return & Resolution Policy

Effective Date: July 25, 2025

Welcome to the Orelvanes resolution center. The following guidelines explain our procedures for handling product discrepancies, transit damage, manufacturing defects, and fulfillment errors. We strongly recommend reviewing these terms before completing a purchase on orelvanes.com.

1. Standard "Final Sale" Condition

As a general rule, all purchases made through our storefront are strictly non-returnable and non-exchangeable.

Exceptions may only apply in verified cases involving:

  • Manufacturing defects

  • Shipping damage

  • Incorrect items

  • Fulfillment errors

These situations are addressed in the sections below.

2. Protocol for Flawed, Broken, or Mis-Shipped Goods

We stand behind the quality of the products offered through Orelvanes.

If your order arrives damaged, defective, or incorrect, please follow the claim procedure below:

  • Time Limit for Reporting: Customers should inspect their order promptly after delivery. You must contact our customer support team within 7 days of delivery to report any defect, damage, or incorrect item.

  • Filing a Claim: Please email support@orelvanes.com and provide:

    • Your Order ID

    • The email address used when placing the order

    • A detailed explanation of the issue

    • Clear photographs or a short video showing the defect, damage, or incorrect product received

  • Review and Resolution: Our team will review the information and evidence provided. Orelvanes will determine the appropriate resolution based on the circumstances of the approved claim.

Possible resolutions may include:

  • A full refund

  • A partial refund

  • A replacement product

3. Financial Reimbursements

If your claim results in an approved full or partial refund, the applicable amount will be returned to the original payment method used at checkout.

Please allow approximately 7–12 business days for the refund to appear in your account after it has been processed.

Actual posting times may vary depending on your bank, credit card issuer, PayPal, or other payment provider.

4. Swaps and Substitute Items

Orelvanes does not offer traditional product exchanges.

A replacement item may only be provided when a damage, defect, incorrect-item, or fulfillment claim has been reviewed and approved by our customer support team.

5. Unapproved Package Returns

Please do not send any merchandise back without prior authorization from our customer support team.

Orelvanes is not responsible for packages returned without an active and approved claim.

Do not mail products to any address unless a member of our support team has specifically instructed you to do so and provided the appropriate return instructions.

Important: Merchandise returned without prior authorization may be rejected and may not qualify for a refund, replacement, or other resolution.

6. Get in Touch

To submit a claim or ask questions regarding this policy, please contact our customer support team.

When contacting us about an existing order, please include your Order ID and the email address used when placing the order.

Company Information

Store Name: Orelvanes
Legal Business Name: Gondwana Foods Hongkong Limited
Website: https://orelvanes.com/
Email: support@orelvanes.com
Phone: (360) 854-3726

Business Address:
ROOM 1911, LEE GARDEN ONE
33 HYSAN AVENUE
CAUSEWAY BAY
HONG KONG