Return Policy

RETURN POLICY

Last Updated: August 19, 2026

Thank you for shopping with Orelvatan, operated by Coolmine Hongkong Limited.

We aim to provide a straightforward process for addressing eligible product-related issues after delivery. If you experience a problem with an order, please contact our support team at support@orelvatan.com.

When contacting us about a purchase, please include your order number—for example, 015SHOP-1218—and the email address used during checkout so that we can locate your order efficiently.

1. FINAL SALE TERMS

Except where this Return Policy specifically provides otherwise, orders placed through Orelvatan are considered final sale.

We do not normally accept returns, exchanges, or refund requests based solely on:

  • A change of mind;

  • Personal preference;

  • Selecting the wrong size, color, style, or other option; or

  • No longer wanting the product after purchase.

However, we may review a request where:

  • An item was delivered in damaged condition;

  • The product has a confirmed defect or quality issue; or

  • The merchandise received is different from what was originally ordered.

2. REPORTING A DAMAGED, DEFECTIVE, OR WRONG ITEM

We take reasonable care during order preparation and fulfillment, but occasional issues may still occur during packing, handling, or transportation.

Customers are encouraged to inspect delivered merchandise as soon as reasonably possible after receipt.

If your product is damaged, defective, or incorrect, you must notify Orelvatan within 7 days of the recorded delivery date.

Please email support@orelvatan.com and include:

  • Your order number;

  • The email address connected to the order;

  • A detailed explanation of the issue; and

  • Clear photos or video showing the damage, defect, or incorrect merchandise.

Providing complete supporting information allows our team to review your claim more accurately and efficiently.

3. CLAIM ASSESSMENT AND POSSIBLE OUTCOMES

Once the required information has been received, our customer service team will review the circumstances of the claim together with the evidence submitted.

If the claim is accepted, Orelvatan will determine the resolution that is appropriate for the specific issue.

Depending on the nature of the approved claim, we may offer:

  • A replacement product;

  • A partial refund; or

  • A full refund.

The remedy provided will depend on the circumstances, seriousness, and type of product issue involved.

4. HOW APPROVED REFUNDS ARE ISSUED

If a partial or full refund is approved, the applicable amount will generally be returned through the same payment method originally used to complete the order.

After Orelvatan processes the refund, customers should normally allow approximately 7–12 business days for the funds to appear in the relevant account.

Actual posting times may differ depending on the customer's:

  • Bank;

  • Credit or debit card issuer;

  • Payment service provider; or

  • Other financial institution.

Processing times controlled by third-party financial institutions are outside Orelvatan's direct control.

5. REPLACEMENTS AND EXCHANGES

Orelvatan does not operate a general exchange program for ordinary product changes or customer preference.

A replacement may be considered only when all relevant conditions are met, including where:

  • The delivered item arrived damaged;

  • A product defect has been confirmed;

  • The wrong item was sent; and

  • The claim has been reviewed and approved by our customer service team.

Accordingly, replacements are available only as a possible resolution for an approved product-related claim and should not be treated as a standard exchange option.

6. ITEMS SENT BACK WITHOUT AUTHORIZATION

Do not return, mail, or ship any merchandise to Orelvatan unless you have first contacted our customer service team and received specific return instructions.

Any package returned without prior authorization will be treated as an unauthorized return.

Unauthorized merchandise may be refused and may not be eligible for:

  • A refund;

  • Replacement merchandise;

  • An exchange; or

  • Any other compensation or remedy.

Please always obtain instructions from our support team before sending a product back.

7. CUSTOMER SERVICE CONTACT

If you need assistance regarding a damaged item, confirmed defect, incorrect product, approved refund, replacement request, or another matter covered by this Return Policy, please contact Orelvatan using the information below.

For faster assistance, remember to include your order number and the email address associated with your purchase.

Brand: Orelvatan

Company: Coolmine Hongkong Limited

Website: https://www.orelvatan.com/

Email: support@orelvatan.com

Phone: (219) 641-3237

Business Address:
Coolmine Hongkong Limited
UNIT R2, FTY D, 10/F, KIN GA INDUSTRIAL BUILDING
9 SAN ON STREET
TUEN MUN, HONG KONG