Return and Refund Policy

Overview

Oraevoli is dedicated to ensuring that every customer receives their order in the correct condition and to a satisfactory standard. This Return and Refund Policy outlines the terms under which returns, exchanges, and refunds are accepted and processed. This policy operates in full compliance with applicable Hong Kong consumer protection legislation, including the Sale of Goods Ordinance (Cap. 26), the Trade Descriptions Ordinance (Cap. 362), and the Personal Data (Privacy) Ordinance (Cap. 486), commonly referred to as the PDPO.

Eligibility for Returns

Oraevoli accepts returns within 30 days of the delivery date. To be eligible for a return, the item must meet one of the following conditions:

The product was received in a damaged or defective condition upon delivery, the product received does not match the order placed by the customer, or the product does not fit as expected based on the size selected at the time of purchase.

Returns will not be accepted for items that have been worn, washed, altered, or damaged after delivery. All returned items must be in their original condition and returned in their original packaging. Returns that do not meet these conditions will not be approved upon inspection.

How to Initiate a Return

To initiate a return, customers are requested to contact Oraevoli directly at support@oraevoli.com during our business hours, which are Monday to Friday, 9 AM to 5 PM Hong Kong Time (HKT). Upon receiving your return request, our team will arrange a pickup at a time and location that is convenient for you. Customers are not required to arrange their own courier or drop off. Oraevoli will manage the entire pickup process at no additional cost to the customer.

Inspection and Approval

Once the returned item has been collected and received by our team, Oraevoli will conduct a thorough inspection of the product within 24 hours. Following inspection, the customer will be notified of whether the return has been approved or declined. If the return does not meet our eligibility criteria upon inspection, the item will be returned to the customer and no exchange or refund will be processed.

Exchanges

If a return is approved and the customer requests an exchange, Oraevoli will process the exchange subject to product availability. If the requested replacement product is available, the exchange will be arranged and dispatched promptly. If the requested product is unavailable at the time of the exchange request, a refund will be offered as an alternative resolution.

Refunds

Oraevoli operates exclusively on a Cash on Delivery payment basis, which reflects our commitment to building trust and transparency with every customer. As all transactions are conducted through Cash on Delivery, approved refunds are processed exclusively via bank transfer.

If a refund is approved following inspection, our team will contact the customer at the email address provided to request their bank transfer details. Once the bank details have been received and validated, Oraevoli will process the refund within 24 hours. Please note that once the refund has been processed from our end, the funds may take 8 to 10 business days to reflect in the customer's account, depending on the policies and processing timelines of the customer's bank.

In accordance with the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong, all bank details and personal data collected for the purpose of processing refunds will be used solely for that purpose and will not be retained beyond what is necessary under applicable law.

Return and Restocking Fees

Oraevoli does not charge any return fees or restocking fees on eligible returns. The entire return, inspection, and resolution process is managed by our team at no cost to the customer. This applies to all approved returns regardless of the order value or product type.

Consumer Rights Under Hong Kong Law

This Return and Refund Policy is designed to operate in accordance with the following applicable Hong Kong legislation:

The Sale of Goods Ordinance (Cap. 26), which governs the implied conditions of quality, fitness, and description applicable to goods sold to consumers in Hong Kong.

The Trade Descriptions Ordinance (Cap. 362), which ensures that all product and service descriptions provided by Oraevoli, including those relating to our return and refund process, are accurate and not fake in any manner.

The Personal Data (Privacy) Ordinance (Cap. 486), which governs the collection, use, and retention of personal data, including bank details submitted by customers for the purpose of processing approved refunds.

Contact Us

For any questions, return requests, or concerns related to this policy, please reach out to our team directly. We are available Monday to Friday, 9 AM to 5 PM Hong Kong Time (HKT).

Email: support@oraevoli.com

We aim to respond to all enquiries within one business day during our operating hours. Enquiries submitted outside of business hours will be addressed on the next available business day.