Returns and refunds
Last updated: November 10, 2026
If your Orlisset item has a quality problem, you may request a return or exchange within 14 days of delivery. This policy covers quality-related issues and does not offer change-of-mind returns or exchanges.
- Contact usReport the quality problem within 14 days of delivery.
- Receive instructionsWait for the agreed shipping method and destination.
- Return or replaceFollow the approved return or exchange arrangement below.
The 14-day quality return window
Email [email protected] within 14 days of delivery with your order number, the affected item and a description of the quality problem. Where practical, include a photo or short video and tell us whether you prefer a refund or an exchange. We aim to reply within one business day and normally provide the return arrangements within 1–2 business days.
Please wait for our return instructions before shipping. The approved label or written arrangement identifies the correct destination. Contact us before the deadline; our time spent responding does not shorten your return window.
Quality issues and eligibility
This return and exchange policy applies to manufacturing or material defects and items that arrive faulty or damaged. We assess the reported problem and arrange an appropriate refund or replacement for an approved quality claim.
- A change of mind, a preference for a different size or color, or simply no longer wanting the item is not a quality problem and does not qualify under this policy.
- Damage caused by personal use, accidental impact, misuse, improper care or an alteration that causes the fault is not covered.
- Opened earrings, personalized goods, and jewelry or watches that have been inspected or worn are not automatically excluded from a genuine quality claim. A bracelet adjustment does not remove protection for an unrelated manufacturing defect.
- Please return the affected item and its supplied accessories, spare links and documents, with the original packaging where available. A covered quality claim does not require the faulty item to be in resellable condition.
- If you receive the wrong item or an item that is not as described, contact us promptly so we can resolve it. Nothing in this policy removes a remedy required by applicable consumer law.
Return shipping
We cover shipping for an approved quality-related return under this 14-day policy. For United States and Canadian orders, we provide a prepaid return label. For Australia, New Zealand, Japan, Singapore and Hong Kong, we agree the shipping method and covered cost by email before you send the parcel because a local prepaid label may not be available.
Pack the item securely, include all supplied parts and retain the carrier receipt and tracking number. Do not send a parcel cash-on-delivery or buy a premium service without agreeing the arrangement with us first. We do not charge a restocking fee for an approved quality return.
Refund amount and timing
For an approved return sent using the agreed service, we initiate the refund once the carrier records receipt of the return parcel. Where the item is a confirmed loss or another agreed resolution requires no return, we refund when that resolution is confirmed.
Refunds go to the original payment method and original transaction; we do not send the refund to another person's account. We refund the actual amount paid for the returned item, including its applicable tax, and any original shipping charge you paid. Total refunds cannot exceed the amount originally paid for the order.
Your bank or payment provider typically takes 5–10 business days to display a refund after we issue it. We will confirm the refund; contact us if it is still missing after that period. Card-provider currency conversions may affect how a refund appears in your home currency.
Exchanges for quality problems
A quality-related exchange must be requested within 14 days of delivery and is subject to stock availability. We cover approved exchange shipping in both directions. We can dispatch a replacement after the carrier accepts the agreed return.
The replacement addresses the defective item; this is not a size or color preference exchange service. If a suitable replacement is unavailable, you may choose a refund. Any different replacement must be agreed with you first.
After the return window
The 14-day quality return and exchange window does not shorten the two-year commercial warranty. A covered defect reported after this return window can still be assessed under the warranty and its repair terms.
For a commercial warranty repair, the customer pays shipping to the authorized repair destination and Orlisset pays shipping back after a covered repair. Those repair-shipping terms do not replace the covered shipping for an approved return or exchange requested within 14 days. Mandatory consumer rights remain unaffected.