At Orelqiva™, we want you to feel confident when purchasing from our store.

This Return & Refund Policy explains when an item may be returned, how to request a return, who is responsible for return shipping, how damaged or incorrect orders are handled, and when approved refunds are issued.

Eligible products may be returned within:

30 calendar days after delivery

A return request must be submitted within this period.

Items returned without prior authorization may not be accepted, so please contact our customer support team before sending anything back.

To qualify for a standard preference-based return, the product should generally be:

• Unused
• Undamaged
• In the same condition in which it was received
• In its original packaging where reasonably applicable
• Accompanied by the order number, receipt, or other proof of purchase

Items showing damage caused after delivery, misuse, improper handling, or significant alteration may not qualify for a preference-based return.

If you are unsure whether your item is eligible, please contact us before arranging shipment.

To begin a return request, contact:

service@orelqiva.com

Please provide:

• Your order number
• The item you wish to return
• The reason for the return
• Relevant photos or videos where appropriate
• The name and email address used for the order

Our customer support team will review your request and, if the return is approved, provide the appropriate return instructions.

Our business registration address is not automatically the return warehouse address.

Please do not send returns directly to our company registration address unless our customer support team specifically instructs you to do so.

Once an eligible return is approved, we will provide the appropriate:

• Return warehouse address
• Return instructions
• Any relevant shipping information

Sending a return to an unauthorized address may delay processing.

Return shipping responsibility depends on the reason for the return.

Preference-Based Returns

For returns caused by personal preference, such as:

• No longer wanting the item
• Changing your mind
• Ordering a style you no longer prefer

the customer is generally responsible for the applicable return shipping cost.

Any such cost will be explained before the return is sent where relevant.

Damaged, Defective, Incorrect, or Misdescribed Items

If the item arrives:

• Damaged
• Defective
• Incorrect
• Materially different from the product description

please contact us with your order number and relevant photos or videos.

After review, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

Customers will not be required to bear the cost of correcting an error that is attributable to us or the fulfillment process.

Please inspect your order after delivery.

If you notice that the item is damaged, defective, incorrect, or materially different from what was ordered, contact us as soon as reasonably possible at:

service@orelqiva.com

Include:

• Your order number
• A short explanation of the issue
• Clear supporting photos or videos where relevant

We will review the information and provide the appropriate next step.

A tracking status showing “Delivered” does not automatically prevent you from contacting us about an order problem.

Certain products may not be eligible for return where clearly disclosed before purchase.

This may include:

• Customized or personalized products
• Gift cards
• Items explicitly marked as final sale or non-returnable before purchase
• Products that cannot reasonably be returned because they have been materially altered or damaged after delivery

Orelqiva™ primarily sells home décor products, so product-specific exceptions will be disclosed where applicable.

If you are uncertain about the eligibility of a particular item, please contact us before requesting a return.

Products purchased during a promotion are not automatically excluded from returns unless they were clearly identified as final sale or non-returnable before purchase.

Where no such restriction was disclosed, normal return eligibility rules apply.

If you would prefer a different product, the usual process is:

1. Request a return for the original eligible item.
2. Complete the approved return process.
3. Place a new order for the preferred item.

If the product you received is damaged, defective, or incorrect, contact us first so we can determine whether a replacement is the more appropriate solution.

Where mandatory consumer law applies to an eligible order delivered within the European Union, customers may have additional statutory withdrawal or cancellation rights.

Where applicable, these rights may include a 14-day withdrawal period.

Any statutory consumer rights that legally apply to your purchase are not reduced by this Return & Refund Policy.

Products subject to lawful exceptions may not qualify for withdrawal rights.

If you believe these rights apply to your order, contact:

service@orelqiva.com

and include your order details.

Once an approved return has been received, we will inspect the item and review the return.

We will then notify you whether the refund has been approved.

Where a refund is approved, it will be issued to the original payment method.

Approved refunds are generally issued within:

5–10 business days after the returned item has been received and inspected

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

This additional posting time is controlled by the relevant financial institution or payment provider.

If you have not received an approved refund after the applicable processing period, please contact:

service@orelqiva.com

Original shipping fees paid at checkout are generally not refundable for preference-based returns unless otherwise required by applicable law.

However, where an order problem results from an item being damaged, defective, incorrect, or materially different from the product description, we will not require the customer to absorb costs that result from our error or fulfillment issue.

Please contact Orelqiva™ before returning any item.

Packages sent without return approval or to an unauthorized location may be delayed, refused, or returned to the sender.

Receiving approval first allows us to provide the correct return warehouse address and instructions.

Approved refunds are returned through the original payment method used for the purchase.

We do not normally issue refunds to an unrelated card, bank account, or payment account.

If the original payment method is no longer available, please contact us so we can review the situation.

If you need help with:

• Return eligibility
• Damaged products
• Incorrect items
• Return instructions
• Return shipping
• Exchange requests
• Refund status
• Product condition questions

please contact:

Email: service@orelqiva.com
Phone: +86 571 82625807
Business Hours: 9:00 AM – 10:00 PM

Please include your order number whenever possible.

Brand: Orelqiva™
Company Name: Hangzhou Xiaoqingning Trading Co., Ltd.
Unified Social Credit Code: 91330109MAKDLPGP4M
Legal Representative: Tang Shuping
Company Address: Room 504-90, Building 2, Zhejiang Private Enterprise Development Building, No. 23 Fuye Lane, Yingfeng Subdistrict, Xiaoshan District, Hangzhou, Zhejiang, China
Company Phone: +86 571 82625807
Company Email: service@orelqiva.com
Business Hours: 9:00 AM – 10:00 PM