Return & Refund Policy

Return & Refund Policy

At orlatha, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If you are not satisfied with your purchase, we will process your return or exchange request as long as you contact us within 30 days of receiving your item. Requests made after 30 days will not be accepted.

The 30-day period applies to submitting your return request, not to the date the return parcel reaches us. If your request is submitted within 30 days of delivery and approved, please follow the return instructions we provide.

Before starting a return, please contact us first at:

Email: support@orlatha.com

Return & Exchange Conditions

  • Unauthorized returns will not be accepted.

  • Items must be requested for return within 30 days of receipt.

  • Items must be returned in their original condition, unused, with all original packaging included.

  • A receipt or proof of purchase is required.

  • Customers should use a trackable shipping method when returning items, as we are not responsible for packages lost in transit.

Non-Returnable Situations

We do not provide refunds for:

  • Damage or loss caused by the customer

  • Items returned without prior authorization

  • Return requests submitted more than 30 days after delivery

General Return Process

1. Initiate a Return

To request a return, please email support@orlatha.com and include:

  • Your order number

  • A brief description of the issue

  • Photos and/or videos of the item, if applicable

Our customer service team will review your request within 2–3 business days.

2. Return Instructions

If your return request is approved, we will provide you with return instructions. Approved returns must be sent to our fulfillment location in Shenzhen, Guangdong, China:

Return Address:
Xixiang Blvd
1F, No. 96 Fengtian Central Area
Xixiang Street, Bao'an District
Shen Zhen Shi, Guangdong 518102, China

Please do not send items back without contacting us first, as unauthorized returns will not be accepted.

3. Inspection and Resolution

After we receive your returned item, we will complete the inspection and initiate any approved refund within 2 business days. This period covers our inspection and refund initiation only; payment-provider and bank processing times are additional.

If approved, we will process either:

  • a replacement, or

  • a refund to your original payment method

Return Shipping Costs

  • If the return is due to our error, such as receiving the wrong item or a product quality issue, we will cover the return shipping cost. Please contact us before arranging the return so we can provide shipping instructions.

  • If the return is due to the customer’s personal reasons, such as no longer wanting the item, the customer will be responsible for the return shipping cost to our return address in China.

  • There is no restocking fee for returns.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

We will inspect your returned item and initiate any approved refund to your original payment method within 2 business days of receiving the returned item. The time it takes for the refund to appear in your account depends on your original payment method, payment provider and bank. These providers may require additional processing time after we initiate the refund. Business days are Monday through Friday, excluding public holidays.

If you have not received an update on your return within 2 business days after we receive it, or if an issued refund has not appeared within your payment provider's stated processing time, please:

  1. Check your bank account again

  2. Contact us at support@orlatha.com so we can investigate the status of your refund

If you have completed these steps and still have not received your refund, please contact us at:

Email: support@orlatha.com

Order Cancellation

If you contact us promptly after placing your order, we may be able to cancel it before it is shipped.

If your order has not yet been shipped, you may request a cancellation and receive a full refund.

Once your order has been shipped, it can no longer be canceled.

Contact Information

Brand: orlatha
Website: https://www.orlatha.com
Email: support@orlatha.com
Phone: +86 13171092405

Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM (GMT+8)

Company:
Inner Mongolia Laidian Liuliang Culture Media Co., Ltd.

Company Address:
Commercial Building 6, Wangdi Jiahua Community
Alatan Avenue, Saihan District
Hohhot, Inner Mongolia 010040, China