Orion Store
Return Policy
The information conveyed below will elaborate upon our policies for returns, refunds, or other issues related to order(s)
Our Commitment
We want every order to arrive exactly as expected. If your order arrives misprinted, damaged, defective, or otherwise incorrect due to an error on our part, please contact us within 30 days of receiving your order. Once the issue has been reviewed and approved, we will cover the cost of the appropriate replacement or resolution.
For packages believed to be lost in transit, claims must be submitted no later than 30 days after the estimated delivery date.
When reporting an issue, please include your order number, a description of the problem, and clear photos of the affected item whenever applicable. This allows us to review and resolve the issue as quickly as possible.
Return Policy
Please contact us before returning any merchandise. Returns sent without prior authorization may not be eligible for a refund, replacement, or reshipment. Approved returns must be sent to the return address provided by us. Returned shipments that remain unclaimed for more than 30 days may be donated, recycled, or otherwise disposed of and will no longer be eligible for reshipment or reimbursement.
Incorrect or Insufficient Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order. If a carrier determines that an address is incorrect, incomplete, or insufficient and the shipment is returned to us, additional shipping charges may apply before the order can be sent again. We will contact you to confirm an updated shipping address before arranging reshipment. Original shipping charges are not refundable when an order is returned because of an incorrect or insufficient address provided at checkout.
Unclaimed Shipments
Packages that are not claimed, accepted, or collected and are subsequently returned may require payment of additional shipping costs before they can be reshipped. If a returned package remains unclaimed for more than 30 days, it may be donated, recycled, or otherwise disposed of and will no longer be eligible for a refund or reshipment.
Buyer’s Remorse and Size Exchanges
Because many of our products are produced specifically when an order is placed, we do not offer refunds or returns for buyer’s remorse, change of mind, or accidentally ordered items. We also do not provide complimentary size exchanges. Customers are responsible for reviewing the applicable sizing information before placing an order. If the correct item and size were produced and delivered as ordered, requesting another size will generally require placing a new order. This does not affect replacements for items that were incorrectly produced, damaged, defective, or otherwise received differently from what was ordered.
Personalized and Made-to-Order Products
Products that are customized, personalized, or produced specifically according to an order may not be eligible for return or refund unless the item arrives defective, damaged, misprinted, or incorrect due to an error on our part.
Health and Hygiene Products
For health and hygiene reasons, sealed products that have been opened after delivery may not be eligible for return. This may include items such as face coverings or other products that cannot reasonably be resold after being opened or used.
Customers in Brazil
Customers residing in Brazil who wish to exercise an applicable right to withdraw from a purchase must contact us within 7 consecutive days of receiving the order. We may request photographs of the item and evaluate its condition before approving the return. Products that have been used, damaged, altered, or otherwise made unsuitable for return may not qualify for a refund, subject to applicable Brazilian consumer protection law.
European Union Consumers
Under Article 16(c) and 16(e) of Directive 2011/83/EU, the statutory right of withdrawal may not apply to certain products, including:
Goods made to the consumer’s specifications or that are clearly personalized.
Sealed goods that have been unsealed after delivery and are unsuitable for return for health protection or hygiene reasons.
Where permitted by applicable law, we reserve the right to decline returns that fall within these exceptions.
European Union Consumers
If something is wrong with your order, contact us before returning the product. Please provide your order number, a description of the issue, and photographs when applicable. Once we review your claim, we will provide further instructions and determine whether a replacement, refund, or other resolution is appropriate. This policy is written and interpreted in the English language. In the event of any discrepancy between the English version and a translated version, the English version will control to the extent permitted by applicable law.