Returns & Refunds

Returns & Refunds
A clear route from a return request to a resolution

Last Updated: October 14, 2026
Effective Date: October 14, 2026

ORVELINA™ is owned and operated by Zhengzhou Yuzhong Technology Co, Ltd.
Owner: he hangbing
Website: osdjr.com
Customer Support Email: service@osdjr.com
Telephone: +86 13676985641
Business Address: Room 1405, Unit 2, Building 32, Longyuan Jiayuan, No. 50 LongyuanWest Seventh Street, Zhengdong Area (Zhengzhou), Henan FreeTrade Zone
Country: China

## Our 30-day return option
You may request a change-of-mind return for an eligible item within 30 calendar days after delivery. Send your request before the end of that period. This voluntary policy is additional to, and does not replace, mandatory rights for withdrawal, faulty goods, or other consumer claims.
For an ordinary change-of-mind return, the item must be unused, unwashed, unaltered, and in its original condition, with included parts and accessories. Please keep the original packaging where available and provide an order number or other reasonable proof of purchase.
Statutory withdrawal rights can allow handling needed to inspect an item; the stricter unused condition of our voluntary policy does not override those rights.
## Start with customer care
Email service@osdjr.com with your order number, the item and option concerned, and whether you are requesting a return because you changed your mind or because there is a problem. A reason is helpful for voluntary returns but is not required when exercising an applicable no-reason statutory withdrawal right.
For a product problem, describe the issue and include relevant photographs where reasonably available. We will review the request and send the appropriate return address, reference, and instructions. We will not use a request for additional information to prevent a valid claim.
## Send to the correct destination
The return-processing location may differ from our legal business address and may be outside your country. Do not send returns to the published business address unless we direct you there. If the destination materially affects return cost, ask us before purchasing so you can make an informed decision.
After receiving instructions, dispatch a voluntary return within 14 calendar days unless we agree otherwise. Package it securely and keep proof of dispatch. Where a statutory deadline applies, that deadline controls.
Parcels sent without contacting us first or to the wrong address may be difficult to identify and process. Prior authorisation is an administrative step for voluntary returns; it does not remove a valid statutory withdrawal or defective-product claim.
## Who pays the return cost?
For a change-of-mind return, you pay the direct return postage. We do not charge a restocking fee. We will explain any available label and its cost before you agree to use it; a free label is not automatically included for a preference-based return.
If an item arrives damaged, defective, incorrect, or materially different from its description because of a problem attributable to us, we cover reasonable necessary return costs and provide an appropriate repair, replacement, refund, or other lawful remedy without additional cost to you. Contact us first so we can arrange the solution and avoid unnecessary expense.
## Items with special conditions
A clearly personalised or made-to-order item may be excluded from a change-of-mind return only where the restriction is clearly disclosed before purchase and legally permitted. Selecting a standard listed colour or size does not automatically make an item personalised.
Discounted items are not automatically excluded. Damage caused by misuse, unauthorised alteration, or failure to follow appropriate care instructions is not a manufacturing defect. Restrictions on voluntary returns never remove non-excludable rights relating to faulty or misdescribed goods.
## Damaged items and missing contents
Inspect the parcel when reasonably possible and contact us promptly if something is wrong. Keep relevant packaging while we assess the issue. A report made more than 72 hours after delivery is not automatically rejected, and failure to provide a particular photograph does not by itself eliminate a valid legal claim.
## Inspection and refunds
For a standard voluntary return, we inspect the goods and notify you of approval or explain any proposed refusal or adjustment. Approved refunds are issued to the original payment method within 5–10 business days after receipt and inspection, without unnecessary delay.
The refund covers the eligible returned product price actually paid. Original outbound shipping is not normally refunded for a voluntary change-of-mind return outside statutory rights. Where the issue is attributable to us, we refund applicable shipping costs as required for an appropriate remedy. We explain any lawful adjustment before finalising it.
A bank or payment provider may need additional time to display the credit. Contact us if a refund has not appeared 15 business days after we confirm it was issued. Shorter statutory deadlines always take priority over these standard timings.
## Exchanges and pre-dispatch cancellations
Contact us to discuss an exchange. Where a direct exchange is unavailable, return the eligible item and place a separate order for the preferred option. A replacement order is subject to current availability and price.
Undispatched orders can be cancelled without a cancellation fee. Approved cancellation refunds are issued to the original payment method within 5 business days. After dispatch, follow the return procedure or exercise any applicable statutory withdrawal right.
## EU and UK statutory withdrawal
Where EU or UK distance-selling withdrawal rights apply to an eligible purchase, you may notify us of withdrawal within 14 calendar days after delivery without providing a reason, subject to lawful exceptions. A clear email statement is sufficient; the model notice below is optional. Any mandatory online withdrawal facility must also remain available where the applicable law requires one.
After giving notice, send the goods back within the applicable 14-day return period. You pay direct return costs only where you were informed of that responsibility before purchase and the law permits it. You may inspect goods as you would reasonably do in a shop; any deduction for additional handling must be lawful and justified.
We reimburse the amounts required by law, including the least expensive standard outbound delivery for an entire withdrawn order, within 14 calendar days of receiving your withdrawal notice. Where legally permitted, we may withhold reimbursement until the goods are received or you provide evidence of return, whichever happens first. Extra costs for a delivery option above the least expensive standard service need not be refunded where the law permits that exclusion.
A longer mandatory period or other stronger local right takes priority. Product-conformity and defective-goods rights remain separate from the cooling-off period.
## Optional withdrawal notice
To: Zhengzhou Yuzhong Technology Co, Ltd., operating ORVELINA™, service@osdjr.com, at the business address displayed above.
You may email a statement identifying the order, the goods you wish to withdraw from, the order and delivery dates if known, your name, your address, and the date of your notice. Clearly state that you are withdrawing from the purchase contract. A signature is needed only if required for a paper notice.