Returns and Refund Policy
Last updated: 5 August 2026
ORIAVI 30-Day Guarantee
Eligible standard, non-personalized products may be returned within 30 days from the date of delivery. Sale-priced standard products remain eligible. Contact us before sending anything back so we can provide the correct return instructions and, where available, a return address in or near the country of delivery.
Eligibility
Returned items must be in their original condition and securely packaged. Please include the order number. Returns sent without authorization or to an address not provided by ORIAVI may be delayed or refused.
Custom and personalized products
After you approve the final design and production begins, custom or personalized products cannot be cancelled or returned for change of mind. They remain fully eligible for support if damaged, defective, incorrectly produced or materially different from the approved specification. Mandatory legal rights remain unaffected.
Cancellation
If you contact us before production or shipment, we will cancel the order without charge. If production or shipment has already started, cancellation may not be possible. Once a shipped standard item is delivered, you may request a return under this policy.
Return shipping
For change-of-mind returns, the customer pays the return shipping cost. Do not send a return to Germany or to any production facility unless we specifically instruct you to do so. We will provide the appropriate return location for your order. If the item is confirmed damaged, defective or incorrect, ORIAVI will provide an appropriate remedy and will cover or reimburse reasonable return shipping when a return is required.
Damaged, defective or incorrect items
Contact service@oriavi.com promptly after delivery. Keep the item and all packaging and send clear photographs of the full item, the problem, the packaging and shipping label. After assessment, we will arrange a replacement or refund. If we cannot provide a suitable replacement, we will issue a full refund.
Lost shipments
If tracking indicates a possible loss, contact us so we can investigate with the carrier. Once the shipment is confirmed lost, we will arrange a replacement; if replacement is not reasonably possible, we will issue a full refund.
Refund timing
Approved refunds are issued to the original payment method. Bank or payment-provider processing times may vary. Original expedited-shipping upgrades and change-of-mind return costs are not refundable unless required by law.
Start a return or claim
Email service@oriavi.com with your order number and reason for the request before shipping the item.