Refund policy

RETURNS AND REFUNDS

CHANGE OF MIND

You can return any item within 30 days of delivery, for any reason. Items need to be unused, in the condition you received them, and in their original packaging.

HOW TO START A RETURN

Email support@theorelis.com with your order number and the item you'd like to return. Please don't post anything back before you hear from us. For many items we refund you without needing the item back. Otherwise we'll send you the return address and a return reference.

RETURN POSTAGE

If we ask you to send a change-of-mind return back, the return postage is yours to cover. Our returns address is in Poland, so this is international postage, and for a small item it can cost more than the item itself. Please check the price with Australia Post before sending. We don't charge a restocking fee and don't deduct the original delivery.

REFUND TIMES

Refunds without a return are made within 5 business days of approval. Returned items are refunded within 10 business days of tracking showing they've reached us. Refunds go to your original payment method, and we'll email you when it's done.

EXCHANGES

We don't do direct exchanges. Return the item for a refund and place a new order for the one you'd like.

DAMAGED, FAULTY OR NOT AS DESCRIBED

If something arrives damaged, faulty or different from its description, email support@theorelis.com with your order number and a few photos. You choose a replacement or a full refund, and you never pay return postage. We'll tell you whether the item needs to come back.

YOUR RIGHTS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

CONTACT

support@theorelis.com · +48 577 053 576
The Orelis, ul. Bałtycka 2, 31-214 Kraków, Poland
We reply within 2 business days.