Refund / Return Policy
Refund & Return Policy
At ORELUVIA, we want you to feel confident when shopping with us. If there is an issue with your order, our customer support team is here to help.
Please review our Refund & Return Policy below before submitting a return request.
30-Day Return Policy
We accept eligible return requests within 30 days of delivery.
To be eligible for a return, your item must be:
- Unused and unopened
- In its original packaging
- In resalable condition
- Accompanied by proof of purchase or your order number
Because cosmetics and beauty products are personal-use items, we are unable to accept returns of products that have been opened, used, tested, or altered unless the product arrived damaged, defective, or incorrect.
Returns sent without contacting us first may not be accepted.
How to Request a Return
To request a return, please contact us at:
Please include:
- Your full name
- Order number
- Email address used to place the order
- Item(s) you would like to return
- Reason for the return
If your return request is approved, our customer support team will provide return instructions.
Please do not send products back before receiving return instructions from us.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible at:
Please include your order number and clear photos showing the issue.
Once the issue has been reviewed, we will work with you to provide an appropriate resolution, which may include a replacement or refund.
Non-Returnable Items
For hygiene and safety reasons, the following items are generally not eligible for return:
- Opened or used cosmetics
- Products with broken or removed hygiene seals
- Items damaged after delivery due to misuse
- Items returned without original packaging
- Gift cards, if offered
- Items marked as final sale, where clearly stated before purchase
If you are unsure whether your item qualifies for a return, please contact us before sending anything back.
Return Shipping
Unless an item arrived damaged, defective, or incorrect due to our error, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless otherwise required by applicable law or the return is the result of an error on our part.
We recommend using a trackable shipping service when returning an item.
ORELUVIA is not responsible for return packages that are lost in transit.
Refunds
Once we receive and inspect your approved return, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days after the refund is processed for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.
Exchanges
If you received a damaged, defective, or incorrect item, please contact us at support@oreluvia.com.
For standard exchanges, the easiest option may be to return the eligible item according to this policy and place a new order for the item you want.
Order Cancellations
If you need to cancel or modify your order, please contact us as soon as possible at:
We will do our best to accommodate your request.
However, once an order has entered processing or has already shipped, we may not be able to cancel or modify it.
Refused or Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address at checkout.
If a package is returned to us because of an incorrect or incomplete address, refusal of delivery, or another issue caused by information provided during checkout, additional shipping charges may apply before the order can be resent.