Refund policy
We have a 30-day return policy, which means you have 30 days after rece
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@orlensia.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@orlensia.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@orlensia.com.
iving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@orlensia.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@orlensia.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@orlensia.com.
Return & Refund Policy
Last Updated: August 28, 2026
At ORLENSIA, we want you to feel confident when shopping
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@orlensia.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@orlensia.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@orlensia.com.
with us. If you are not completely satisfied with an eligible purchase, you may request a return within 30 days of delivery, subject to the terms and conditions outlined below.
Please review this policy carefully before requesting a return.
1. 30-Day Return Policy
ORLENSIA accepts eligible return requests made within 30 days from the date your order is delivered.
To qualify for a return, the product must generally:
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Be unused and in its original condition
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Be returned in its original packaging, where applicable
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Include all original components, accessories, and materials supplied with the product
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Not show signs of use, damage, alteration, or misuse
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Be accompanied by valid order information or proof of purchase
Some products may be subject to additional return restrictions for hygiene, safety, regulatory, or other legitimate reasons.
2. Beauty, Skincare, Cosmetics & Personal-Care Products
Because many of our products are intended for personal use, certain beauty, skincare, cosmetic, fragrance, and personal-care products may not be eligible for return once they have been opened or used.
For hygiene and safety reasons, we generally cannot accept returns of products that have been:
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Opened or used
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Applied to the skin, hair, or body
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Altered or damaged after delivery
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Returned without the original packaging when the packaging is necessary for resale or product identification
If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, please contact us before opening or using the product whenever possible.
3. Damaged, Defective, or Incorrect Items
We want every order to arrive in good condition and contain the products you ordered.
If your order arrives:
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Damaged
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Defective
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Missing an item
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With the wrong product
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Materially different from the product ordered
please contact us at:
as soon as reasonably possible after delivery.
To help us investigate the issue, please provide:
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Your full name
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Order number
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Email address used for the order
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Description of the problem
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Clear photographs of the product
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Photographs of the shipping package and label, when applicable
Our team will review the information and determine the appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, refund, or another appropriate solution.
4. How to Request a Return
Before sending any product back, please contact ORLENSIA at:
Please include:
Subject: Return Request – Order #[Your Order Number]
and provide:
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Order number
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Product name
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Reason for the return
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Date the order was delivered
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Photos, if relevant
Do not send a product to our business address unless ORLENSIA has specifically instructed you to do so.
We will provide the appropriate return instructions for approved return requests.
5. Return Authorization
All returns must be approved by ORLENSIA before the product is shipped back.
An approved return does not automatically guarantee a refund. Returned merchandise may be inspected after receipt to confirm that it meets the eligibility requirements of this policy.
Products returned without prior authorization may be refused or may experience delays in processing.
6. Return Shipping Costs
For returns due to a change of mind, ordering the wrong item, or another reason that is not caused by an error or defect on our part, the customer may be responsible for the applicable return shipping cost.
If an item is confirmed to have arrived damaged, defective, or incorrect due to an error on our part, ORLENSIA will determine the appropriate return-shipping solution.
Return shipping instructions will be provided after your return request has been reviewed.
7. Refunds
Once an approved return has been received and inspected, ORLENSIA will determine whether the returned item qualifies for a refund.
If your refund is approved, the refund will be issued to the original payment method used for the purchase.
Refund processing may take [10 business days] after approval.
After ORLENSIA processes the refund, your bank, credit-card company, or payment provider may require additional time to post the funds to your account.
ORLENSIA does not control the processing time of your bank or payment provider.
8. Partial Refunds
In certain circumstances, a partial refund may be considered where:
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A product has minor damage that does not make it unusable
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A product is missing a non-essential component
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The returned item does not fully meet the return requirements but a partial resolution is appropriate
Any partial refund will be determined on a case-by-case basis.
9. Items That May Not Be Eligible for Return
For hygiene, safety, product-condition, or other legitimate reasons, certain items may not be eligible for return.
These may include:
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Opened or used beauty products
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Opened or used skincare products
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Opened cosmetics
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Opened personal-care products
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Products damaged after delivery through misuse or improper handling
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Final-sale items, where clearly identified
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Gift cards, where applicable
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Items that cannot reasonably be resold due to hygiene or safety considerations
If a product has specific return restrictions, those restrictions may be stated on the applicable product page.
10. Product Condition Upon Return
Returned products must be securely packaged to help prevent damage during transportation.
Customers are responsible for taking reasonable care when preparing an authorized return shipment.
If an item is damaged because it was inadequately packaged for return shipment, the condition of the returned product may affect refund eligibility.
11. Returns for Change of Mind
If you simply change your mind about a purchase, order the wrong product, select the wrong size or variant, or no longer want the item, the product must still meet all applicable return requirements.
Return shipping costs may apply in these circumstances.
12. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests received before an order enters processing or shipment.
However, once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
In that situation, the order may need to be handled under the applicable return process.
13. Refused or Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or another issue attributable to the customer, additional shipping or return costs may apply.
If the package is returned to ORLENSIA, please contact us at:
so that we can determine the available options.
14. Lost or Damaged Packages During Transit
Once an order has been shipped, transportation is handled by the applicable carrier.
If tracking information indicates that a package is delayed, lost, or damaged during transit, please contact us so that we can review the available shipping information and assist you with the next steps.
For damaged packages, please retain the original packaging and provide photographs when requested.
15. Exchanges
ORLENSIA may offer exchanges for eligible products depending on availability and the reason for the exchange.
Because product availability can change, an exchange may not always be possible.
If an exchange is unavailable, an eligible refund may be offered instead.
Please contact:
before sending an item back for an exchange.
16. Refund Exceptions
A refund may be denied or adjusted when:
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The return request is submitted outside the applicable return period
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The product has been used or opened when it is not eligible for return after opening
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The product has been damaged through misuse or improper handling
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The returned item is materially different from the product originally shipped
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The product is missing required components or packaging
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The return was not authorized in advance
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The product does not otherwise meet the eligibility requirements described in this policy
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or limited under applicable law.
17. Refund Status
If you have been notified that your refund has been processed but you have not yet received the funds, please first check with your bank or payment provider.
If the refund still does not appear after the applicable processing period, please contact us at:
with your order number.
18. Policy Changes
ORLENSIA may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services, or applicable requirements.
The most recent version will always be available on our website.
The Last Updated date at the top of this policy indicates when the policy was most recently revised.
Contact ORLENSIA
If you have any questions about returns, refunds, exchanges, or an existing order, please contact us.
ORLENSIA
2302 Whitman Way Dr
Friendswood, TX 77546
United States
Phone: 818-278-1355
Email: support@orlensia.store
We are happy to assist you with your order and help make your shopping experience with ORLENSIA as smooth as possible.