Returns & Refunds
30-Day Return Requests
You may request a return within 30 days of delivery by emailing service@orvanur.com.
For change-of-mind returns, items must be unused, unplanted, clean, unaltered, and complete, with original packaging and included components where reasonably possible.
This policy does not limit mandatory rights relating to defective, damaged, incorrectly described, or incorrectly supplied products.
How to Start a Return
Contact us with your order number, the email address used at checkout, the item concerned, and the reason for your request. Include relevant photographs where applicable.
We will review your request and provide eligibility information, packing instructions, and the appropriate return address.
Wait for return instructions before sending an item back. The business address below is not a designated return address unless our support team specifically confirms it.
Damaged, Defective, Incorrect or Missing Items
Inspect your order upon arrival and contact us promptly if an item is broken, chipped, cracked, defective, incorrect, or incomplete.
Where safe to do so, include clear photographs of the affected item, protective packaging, outer parcel, and shipping label.
Do not plant in or use damaged containers. Do not handle sharp fragments for photographs or retain damaged pieces if doing so would create a safety risk.
Contact us before returning broken or damaged items. Where an issue is confirmed, we will provide an appropriate resolution, which may include a replacement or refund, according to the circumstances and applicable consumer rights.
Change-of-Mind Return Exclusions
Where permitted by law, the following may not qualify for change-of-mind returns:
- Personalized or custom-made items
- Items clearly identified as final sale before purchase
- Gift cards
- Items showing planting, soil residue, use, or unauthorized alteration
- Items damaged through misuse, impact, unsuitable placement, or cleaning contrary to the care instructions
These exclusions do not remove rights relating to defective, incorrectly described, or incorrectly supplied products.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs unless applicable law requires otherwise.
If a return is required because of our error or a confirmed defect, we will arrange or cover reasonable return shipping according to the instructions provided and applicable law.
Package items securely with suitable protection for fragile surfaces and any included components. Retain proof of postage; a tracked service is recommended.
Inspection and Refund Approval
We will notify you when your return has been received and reviewed. Eligibility is assessed against the approved request, the item's condition, and applicable consumer rights.
If a return does not meet the applicable conditions, we will explain the reason and available next steps.
Refund Method and Timing
Approved refunds are issued to the original payment method after inspection, or after an alternative resolution has been agreed where a physical return is not required.
We will notify you when the refund is issued. The time required for the credit to appear depends on your bank or payment provider.
For change-of-mind returns, original shipping charges are not refundable unless required by law. If the return results from our error or a confirmed defect, applicable shipping charges will be refunded as appropriate.
If an approved refund has not appeared after your payment provider's expected processing period, contact us so we can check its status.
Customer Support
Email:
service@orvanur.com
Business Hours:
Monday to Friday, 9:00 AM–6:00 PM, China Standard Time (UTC+8), excluding public holidays.
Response Time:
We typically respond within 1–3 business days.
Company Information
Company Name:
Jingjiang Zhangcheng Network Technology Co., Ltd.
Business Address:
No. 3, Zone 2, Gongxiao Xincun, Jingjiang, Jiangsu, China
Contact customer support for the appropriate return address before sending any item.