Refund policy

At Orellan, we strive to ensure that every furniture and lighting order arrives in excellent condition. If an issue arises, we are committed to resolving it in a fair, transparent, and definitive manner.

1. 30-Day Return Window

Return requests must be submitted within 30 calendar days of delivery, based on the carrier’s delivery confirmation tracking details. Requests submitted after this 30-day period are not eligible for return or refund.

2. Eligibility Requirements

To qualify for a return and a product refund, the item must meet the following strict conditions:

  • Condition: Must be completely unused, uninstalled, and unmodified.

  • Packaging: Must be returned in its original packaging with all protective foam and inserts intact.

  • Components: Must include all original components, hardware, accessories, and instruction manuals.

  • Resalable: Must be in brand-new, resalable condition.

Note: Items showing any signs of installation, assembly, modification, or consumer misuse are not eligible for a return.

3. Damaged or Defective Items (Upon Arrival)

If your item arrives damaged or with a manufacturing defect, Orellan will take full responsibility. Please inspect your packages immediately upon delivery.

  • Reporting Window: We strongly recommend inspecting your order and notifying us at support@orellan.com within 48 hours of delivery.

  • Required Evidence: You must provide clear photographs or videos of the damaged item, the inner/outer packaging, and the shipping label.

  • Remedies: Once the damage is verified by our team, Orellan will provide a replacement or a full refund at absolutely no additional cost to you. Return shipping costs for verified damaged goods are 100% covered by Orellan.

4. Change-of-Mind Returns (Non-Quality Returns)

If you wish to return an item due to personal preference, color mismatch, or other non-quality-related reasons, the following standard merchant terms apply:

  • Return Shipping Costs: The customer is responsible for arranging and paying for return shipping for non-quality-related returns. Please note that return freight shipping costs for oversized furniture items can be substantial.

  • Original Shipping Fees: Any original shipping charges paid at checkout are strictly non-refundable.

  • Restocking Fee: To support sustainable operations, a flat 15% restocking fee is deducted from the final refund amount. This fee strictly covers the cost of meticulous product inspection, specialized warehouse handling, and professional, secure repackaging required to restore high-end furniture items to resalable inventory. No other hidden handling fees apply.

5. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Items clearly marked as "Clearance", "Final Sale", or "Non-Returnable" at the time of purchase.

  • Items that have been fully or partially installed, assembled, or wired.

  • Items returned without their original packaging.

  • Items damaged due to improper consumer handling, misuse, or incorrect DIY installation.

6. Return Authorization & Return Address

Please do not return your order to the address shown on the original shipping label, as our carrier facilities are unable to process customer returns or refunds.

To ensure proper handling, all returns must be approved in advance by our support team and issued a Return Merchandise Authorization (RMA). Once approved, we will provide the correct return warehouse address.

Please note that returns sent without prior authorization or to an unauthorized address may be refused and could delay the refund process.

How to Start a Return:

  1. Email your return request and order details to support@orellan.com.

  2. Once approved, we will issue you an RMA number and official return routing instructions.

  3. Securely pack the item and ship it to our primary authorized U.S. logistics center:

Orellan Dedicated Return Gateway (3PL Partner): c/o Orellan Brand
Returns Department, 360 S Lilac Ave, Rialto, CA 92376, United States.

 

7. Refund Processing Time

Once your return shipment is received at our California warehouse, it will undergo a professional verification and inspection within 3–5 business days.

  • If approved, your refund (minus the 15% restocking fee for change-of-mind returns as outlined in Section 4) will be credited back to your original payment method.

  • Please allow 5–10 business days for the refund to officially post to your account, depending on your bank or credit card issuer's processing times.

8. Order Cancellations

We process orders efficiently to ensure swift delivery from our domestic warehouse networks.

  • Before Shipment: You may cancel your order for a full refund at any time prior to dispatch from our warehouse.

  • After Shipment: Once an order has been handed over to the carrier, it can no longer be canceled or intercepted. If your order is already in transit, please accept the delivery first and follow our standard Return Policy (Sections 3, 4, and 5) to initiate a return.

To request a cancellation, please immediately contact: support@orellan.com