At ORVANELI, we want you to feel confident when purchasing our professional nail systems and accessories. This Returns & Refunds Policy explains the conditions, timeframes, and procedures for returning eligible products and requesting refunds.
1. Return Window
Eligible products may be returned within 30 days of delivery.
To be eligible for a return, the product must generally be:
- Returned within the applicable return period
- In substantially the same condition in which it was received
- Clean and free from excessive signs of use
- Returned with included accessories, components, manuals, and packaging when reasonably available
- Accompanied by valid proof of purchase
We reserve the right to reduce or refuse a refund where a returned product shows excessive wear, misuse, accidental damage, missing components, unauthorized modification, or other conditions that materially reduce its value.
2. How to Request a Return
Before returning a product, please contact ORVANELI Customer Support at support@orvaneli.com.
Please provide:
- Your order number
- The name of the product you would like to return
- The reason for the return
- Photographs or video when the request involves damage, malfunction, incorrect items, or another product issue
Our support team will review your request and provide return instructions when the product is eligible.
Please do not send products to an address found on a shipping label, payment record, business filing, or other document unless our support team has specifically confirmed that address for the return.
3. Change-of-Mind Returns
If you change your mind and the product is otherwise eligible for return, you may request a return within the 30-day return period.
Unless otherwise required by applicable law or stated by ORVANELI in writing, return shipping costs for change-of-mind returns are the customer's responsibility.
Original shipping charges, where applicable, are generally non-refundable unless the return is caused by an error on our part or another circumstance for which we are responsible.
4. Damaged, Defective, or Incorrect Products
Please inspect your order promptly after delivery.
If your product arrives damaged, appears defective, or you receive an incorrect item, contact us as soon as reasonably possible at support@orvaneli.com.
To help us evaluate the issue, we may request:
- Photographs of the product
- Photographs of the packaging
- A short video demonstrating the issue
- The product serial number or identifying information, if applicable
- Confirmation of troubleshooting steps
If we confirm that the product arrived damaged, defective, or incorrect, we will provide an appropriate resolution, which may include replacement parts, replacement of the product, return instructions, or a refund, depending on the circumstances.
5. Product Troubleshooting
Certain product concerns may be resolved without requiring a return.
For powered nail equipment such as nail lamps, nail drills, and dust collectors, our support team may ask you to complete reasonable troubleshooting steps before approving a return or warranty claim.
Troubleshooting may include checking the power connection, adapter, controls, removable components, filters, product settings, or other basic operating conditions.
6. Non-Returnable Items
Certain products may not be eligible for return except where required by applicable law or where the item is defective.
Non-returnable items may include:
- Gift cards
- Products marked as final sale
- Custom-made or personalized products
- Replacement parts or accessories that have been materially used, altered, or damaged after delivery
- Products returned with missing major components or significant customer-caused damage
If you are unsure whether a product is eligible for return, contact us before sending it back.
7. Hygiene and Professional Nail Equipment
Some ORVANELI products are used in close-contact nail services and professional work environments.
For hygiene and product-integrity reasons, products should be cleaned before return where appropriate. Products contaminated with excessive nail dust, gel, acrylic material, liquids, or other residues may require additional inspection and may be refused if they cannot be safely handled or reasonably restored.
This does not limit any rights you may have for products that are defective or not as described.
8. Return Shipping
Return shipping responsibilities depend on the reason for the return.
For approved returns caused by a confirmed product defect, shipping damage, or an incorrect item sent by us, ORVANELI may provide a prepaid return method or otherwise cover reasonable return shipping costs.
For change-of-mind returns or other returns not caused by an ORVANELI error, return shipping costs are generally the customer's responsibility.
We recommend using a trackable shipping method for customer-arranged returns. ORVANELI is not responsible for return packages that are lost before reaching the designated return location.
9. Return Authorization
A return may require authorization from our customer support team before shipment.
Returns sent without following the provided return instructions may experience processing delays or may be unable to be accepted.
10. Refund Processing
Once an eligible return is received, we will inspect the product and determine whether the return meets the applicable conditions.
If approved, the refund will generally be issued to the original payment method.
Please allow approximately 3–7 business days after return inspection for us to process an approved refund.
After we issue the refund, your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time to post the funds to your account.
Processing times imposed by your financial institution are outside ORVANELI's control.
11. Partial Refunds
In certain circumstances, a partial refund may be appropriate.
Examples may include products that:
- Show use beyond what is reasonably necessary to inspect the product
- Are missing accessories, manuals, packaging, or components
- Have been damaged after delivery
- Require restoration or replacement components before resale
Any deduction will be considered based on the actual condition of the returned product and applicable law.
12. Exchanges
If you would like a different product or replacement, contact us before returning the original item.
Depending on availability and the reason for the request, we may arrange a replacement directly or ask you to return the original product and place a new order.
13. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at support@orvaneli.com.
We will make reasonable efforts to cancel an order that has not yet entered fulfillment.
Once an order has been processed, packed, transferred to the carrier, or shipped, cancellation may no longer be possible.
If cancellation is no longer available, you may request a return after delivery in accordance with this policy.
14. Refused or Unclaimed Deliveries
If a shipment is refused, not collected, or returned as undeliverable, any refund will be reviewed after the package has been returned and inspected.
Shipping or return costs incurred because of refusal, an incorrect address, or failure to collect the shipment may be deducted from the refund where permitted by law.
15. Refunds for Lost Shipments
You may first review the latest carrier updates through our Track Your Order page.Packages are not automatically considered lost solely because tracking has temporarily stopped updating.
If a shipment is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.
For additional information, please review our Shipping & Delivery Policy.
16. Warranty Claims
Returns requested because of a product malfunction after normal use may also be covered by the applicable ORVANELI warranty.
Warranty coverage, exclusions, and claim procedures are explained separately in our Warranty Policy.
A warranty claim is not necessarily the same as a standard 30-day return. Depending on the circumstances, warranty service may involve troubleshooting, replacement parts, repair, replacement, or another appropriate remedy.
17. Payment Disputes and Chargebacks
If you believe there is a problem with your order, we encourage you to contact ORVANELI Customer Support first so that we have an opportunity to investigate and resolve the issue.
If a refund has already been issued, payment providers may require additional processing time before the refund appears on your account.
18. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or replace any mandatory consumer rights available to you under applicable law.
If local law provides you with additional return, refund, cancellation, or warranty rights, those rights continue to apply.
19. Contact Us
For return, refund, exchange, or order-related questions, please contact:
ORVANELI Customer Support
Email: support@orvaneli.com
ORVANELI is operated by WHALEMO BRANCHORA LLC.
When contacting us about an order, please include your order number and any relevant photographs or supporting information so we can assist you efficiently.