RETURN, REFUND AND CANCELLATION POLICY

1. Order Cancellation and Modification

Orders are processed promptly after payment validation.

Any request to modify or cancel an order must be sent as soon as possible to customer support at:
📧 contact@orlanya.com

Before Shipment

If the order has not yet been shipped, a cancellation request may be accepted as a commercial accommodation, provided that order processing has not yet begun.

After Shipment – Order in Transit

Once the order has been shipped, cancellation is only possible in cases strictly required by applicable consumer protection regulations.

If the parcel is delivered despite the cancellation request, the customer agrees to refuse delivery or return the product in order to allow the refund to be processed.

No refund will be issued until the risk of product receipt has been neutralized.

2. Right of Withdrawal (European Union)

In accordance with applicable European regulations, customers residing in the European Union have a period of fourteen (14) days from receipt of the product to exercise their right of withdrawal.

To exercise this right, the customer must notify their decision by email at:
📧 contact@orlanya.com

3. Return Conditions

To be eligible for a return, the product must:

  • be returned in a condition allowing it to be resold;

  • not have been used beyond reasonable testing;

  • be returned, where possible, in its original packaging.

Certain products may not be returned for hygiene or health protection reasons, in accordance with applicable legislation.

The following products are not eligible for return:

  • gift cards;

  • digital products.

4. Return Procedure

Before any return, the customer must contact customer support to obtain return instructions.

Returned products travel under the customer’s responsibility until they are received by Orlanya.

Return shipping costs are borne by the customer, except in the case of defective products, non-conforming products, or errors attributable to Orlanya.

5. Delivery Delay, Non-Receipt and Cancellation

If the order is not delivered within 35 business days from order confirmation, the customer may:

  • request cancellation and a full refund; or

  • choose to wait until delivery.

In the event of parcel loss or proven non-receipt, Orlanya will offer either:

  • a reshipment; or

  • a full refund.

6. Refunds

Refunds are issued using the original method of payment, within a reasonable period after validation.

Standard shipping costs are refunded only where required by applicable regulations.

7. Exchanges

Exchanges are possible only in the event of defective or damaged products.

8. Promotional Items

Items sold at a promotional price benefit from the same statutory rights as other products.

9. Applicable Language

This policy may be translated for informational purposes.

In the event of any discrepancy between translations and the original English version, the English version shall prevail.