Once we receive your order, we get to work on it right away. Therefore it may not be possible to cancel an order that is in process.
If you change your mind about your purchase, you have the option to cancel your order within 2 hours since the payment has been confirmed. To cancel your order, please contact us immediately.
Please remember, this self-cancellation is only available for the two hours of your order being created. After this 2-hour window, we cannot cancel orders. Once our warehouse has processed your order, we will be unable to make any changes.
While we hope you love your purchase, we understand that you may need to return it. ORLANA accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 14 days since your purchase unless otherwise noted on the item’s product page.
To begin a return request, go to contact page to contact us or send email request to email@example.com, provide the correct order information and item you would like to return for us, then follow the instructions from there. Once your return request has been authorized, the product must be returned to us within 03 business days of your request has been approved.
Please note that any expedited shipping charges from your original order are non-refundable. You will be responsible for the 2-way shipping cost of the order and a 15% restocking fee.
Your refund credit will be issued from 1-3 business days after the item has been received and inspected, 15% of the restocking fee would be deducted from the credit amount.
We are unable to accept returns for:
Products that are clearly marked non-returnable on the Product Detail Page
Products that have been assembled or installed
Products without the original packaging or not in their original condition
Products with crystals that have been unwrapped
Custom orders, including those that are made-to-order or customized to your specifications
Large quantities of the same product (5 or more)
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 48 hours of receiving your order. We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances, it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts, or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 48 hours of receiving your order.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
ORLANA and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from ORLANA, damages resulting from use of or reliance on the information present, even if ORLANA or its suppliers have been advised of the possibility of such damages.