Refund policy

RETURN POLICY

We want you to be happy with your purchase. If something isn't right, contact us and we'll find the right solution for your order.

STANDARD RETURNS (CHANGE OF MIND)
You may return any item within 30 days of delivery for any reason, including simply changing your mind. Items must be unused, in the same condition you received them, and in their original packaging. All products sold in our store are eligible for return under this policy — we have no non-returnable items.

HOW TO RETURN AN ITEM
Please contact us first at support@theorelis.com or +48 577 053 576 so we can confirm the return address and give you a return reference number. Returns sent without prior authorization may be delayed. Once authorized, ship the item back using a trackable postal or courier service of your choice to:

The Orelis, ul. Bałtycka 2, 31-214 Kraków, Poland

RETURN COSTS
For change-of-mind returns, customers arrange and pay for their own return shipping. We do not charge any restocking fee. Your original order shipped free of charge, so no outbound shipping cost is deducted from your refund.

REFUNDS
Once we receive and inspect your return, we issue a refund to your original payment method within 10 business days. We will email you when the refund is processed.

EXCHANGES
We do not offer direct exchanges. If you would like a different item, please return the original for a refund and place a new order.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your item arrives damaged, defective or not as described, contact us within 14 days of delivery at support@theorelis.com or +48 577 053 576 with your order number, a description of the issue, and photos or video. In these cases we cover all return costs — you never pay return shipping — and you may choose a replacement or a full refund. We will let you know whether the item needs to be returned.

YOUR STATUTORY RIGHTS
This policy does not affect any statutory rights you may have under the consumer protection laws applicable in your country of residence.

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