Return Policy

Return Policy

Overview of the Return Policy

We understand that during the shopping process, the condition of an item after delivery, personal circumstances, or other factors may differ from the original expectations. Therefore, we have established this return policy to address reasonable return requests while ensuring that returned items can be properly reviewed and processed.

Please read this Return Policy carefully before making a purchase and determine whether your situation meets the applicable return requirements.

Scope of Application

This Return Policy applies to eligible products purchased through www.orlyah.com with a completed order.

If you wish to request a return, please first confirm whether the product meets the return requirements described in this policy. Different situations may require different handling procedures, so we recommend carefully checking the item and order information before submitting a request.

Orlyah will review return requests based on the specific order and the actual condition of the item.

Eligible Reasons for Returns

Subject to the applicable conditions, customers may generally request a return in the following circumstances:

1. The Item Arrives Damaged

If an item arrives with obvious damage that affects its normal use or presentation, you may contact Orlyah and explain the situation.

To help us assess the issue, we recommend taking clear photographs of the item as soon as the problem is discovered and providing the order information, a description of the issue, and relevant images by email.

2. The Item Received Does Not Match the Order

If the item you received clearly differs from the item included in your order, you may submit a return request.

In this situation, please provide the order number, product name, and relevant photographs of the item received whenever possible so that we can verify the order and product information.

3. The Item Has a Quality Issue Affecting Normal Use

If an item has an obvious manufacturing or quality issue that was not caused by improper use, improper storage, or damage caused by the customer, you may submit a description of the issue to Orlyah.

We will review the specific circumstances and determine the appropriate next steps based on the actual situation.

4. Other Eligible Circumstances

For other return reasons, we will review the request based on the order details, item condition, and requirements of this Return Policy.

If you are unsure whether your situation qualifies for a return, you may contact us at customer@orlyah.com before submitting the return request and explain the circumstances.

Conditions for Returned Items

To ensure that returned items can be properly inspected and processed, returned products should generally meet the following basic conditions:

  • The item should remain in reasonably intact condition;

  • The item must not have been damaged due to improper use by the customer;

  • The item must not have been modified, altered, or otherwise materially changed;

  • The original packaging should be retained as much as reasonably possible;

  • Any accessories, instructions, or other items originally included with the product should be returned whenever possible;

  • The returned item must correspond to the product included in the original order;

  • The return request must be submitted and the return completed within the applicable return period.

If an item has obvious signs of use, stains, damage, or other conditions caused by the customer that affect its ability to be reasonably processed, the return may not be accepted.

For home décor products, we particularly recommend protecting the item carefully before returning it to help prevent additional damage during transportation.

Circumstances That May Not Be Eligible for Return

A return request may not be approved in the following circumstances:

  • The item has been clearly used and shows signs of use that affect its condition;

  • The item was damaged due to customer-related reasons;

  • The item developed problems due to improper installation, operation, storage, or handling;

  • The item has been modified, altered, or otherwise changed by the customer;

  • Important components are missing and the missing items were not lost or damaged during transportation;

  • The return request was submitted after the applicable return period;

  • Necessary order information cannot be provided, preventing reasonable verification of the order;

  • The returned item does not correspond to the original order;

  • Other circumstances that do not meet the requirements of this Return Policy based on the specific situation.

If an item has been damaged during transportation, please inspect it as soon as possible after delivery and retain relevant photographs or other necessary information.

Return Request Process

To make the return process clear and straightforward, we recommend following these steps:

Step 1: Inspect the Item

After receiving your order, please inspect the overall condition of the item as soon as reasonably possible and determine whether there is any damage, incorrect item, or other issue that requires attention.

If you discover a problem, we recommend that you do not continue using or modifying the item and that you retain the original condition of the item and its packaging.

Step 2: Submit a Return Request

If you need to request a return, please submit your request to customer@orlyah.com.

Your email should preferably include the following information:

  • Order number;

  • Product name;

  • Reason for the return;

  • Current condition of the item;

  • Necessary photographs of the item;

  • Any other information that may help us understand the issue.

The more complete the information is, the easier it will be for us to accurately understand the reason for your return.

Step 3: Wait for Return Confirmation

After receiving your return request, Orlyah will review the order and item information based on the details you provide.

Please wait for return confirmation and the relevant instructions before sending the item back. To avoid sending the item to an incorrect location, do not send merchandise directly to the company information address listed on the website.

Step 4: Return the Item According to the Instructions

Once your return request has been approved, please follow the return instructions provided to you.

When returning an item, please use packaging that provides reasonable protection and helps prevent additional damage during return transportation.

If you are required to provide a tracking number or other shipping documentation, please retain the relevant information until the return has been fully processed.

Step 5: Inspection of the Returned Item

After the returned item is received, we will inspect its condition and verify the relevant order information based on the return request.

If the item meets the return requirements, it will be processed according to the applicable procedure.

If the returned item differs significantly from the information provided in the return request, or if its condition does not meet the requirements of this policy, we may need to obtain additional information or clarification.

Exchanges

If you receive an incorrect item, an item damaged during transportation, or an item with a confirmed qualifying quality issue, you may submit an exchange request through customer@orlyah.com.

Whether an exchange can be provided will depend on the specific order, product availability, and nature of the issue.

If the exchange meets the applicable conditions, we will provide further instructions based on the specific circumstances. Since product availability may change, not every approved return request can be directly converted into an exchange.

If the same product is unavailable for replacement, another appropriate solution may be considered depending on the circumstances.

Return Shipping Considerations

If an item is returned without prior confirmation, the return may not be identified or processed promptly. Therefore, please submit a return request and receive the applicable instructions before sending any item back.

For returns caused by personal reasons, the customer may be responsible for the applicable return shipping arrangements. If the item has a confirmed quality issue, transportation damage, or an order error, the appropriate handling method will be determined based on the specific circumstances.

Please retain shipping receipts, tracking information, and other relevant documentation during the return process so that the return status can be verified if necessary.

Refund Processing

Once the returned item has been inspected and confirmed to meet the applicable return requirements, we will process the refund based on the actual order circumstances.

The refund amount will generally be calculated based on the returned item and the applicable order details. Certain fees that have already been incurred and are not eligible for reimbursement may not be included in the refund amount.

After the refund has been processed, the actual time required for the funds to appear may be affected by the payment provider, bank, or other applicable financial processing procedures. Therefore, the actual arrival time may differ from the date on which the refund is processed.

If you do not receive the refund within a reasonable period, you may contact us at customer@orlyah.com and provide the relevant order information so that the matter can be reviewed.

Special Notice Regarding Damaged Items

Home décor products may be affected by packaging, handling, or other logistics-related factors during transportation.

Therefore, if the outer packaging appears visibly damaged when the item arrives, we recommend retaining the packaging in its original condition whenever possible and taking photographs promptly.

If the product itself is also damaged, please contact Orlyah as soon as reasonably possible and provide the order number and relevant photographs.

Please do not send merchandise directly to this address without receiving return instructions. Actual returns should be made according to the return instructions provided after the return request has been reviewed and approved.

Policy Updates

Orlyah may update or modify this Return Policy from time to time based on website operations, product types, shipping conditions, and applicable business requirements.

If changes are made to the policy, the updated version will be published on the website. Customers submitting new orders or return requests should refer to the valid Return Policy published on the website at that time.

If a particular return situation is not specifically addressed in this policy, Orlyah will review and handle the matter reasonably based on the specific order, actual product condition, and applicable policy requirements.

Making the Return Process Easier

The purpose of this Return Policy is to help customers clearly understand what to do when they encounter a product issue or have a legitimate reason to request a return.

If you need to request a return, please first inspect the condition of the item, prepare the relevant order information, submit your request through customer@orlyah.com, and wait for the applicable return instructions.

We hope that through a clear process and reasonable handling procedures, every return request can be addressed in an orderly manner while helping customers feel more confident when purchasing and using home décor products from Orlyah.