1. Overview

We want you to be happy with what you order from Orvion Express. This policy explains how returns, exchanges and refunds work, including for Cash on Delivery orders.

2. Eligibility for Returns

You can request a return within 30 days of the delivery date, provided that:

• The item is unused, in its original condition, and in its original packaging with all accessories, tags and manuals included.
• You have proof of purchase (order number, invoice, or the confirmation SMS/WhatsApp message we sent you).
• The item is not on the non-returnable list below.

3. Non-Returnable Items

For hygiene and safety reasons, the following items can only be returned if they arrive damaged or defective:

• Earbuds, headphones or other items where the hygiene seal or packaging has already been opened.
• Items marked as “Final Sale” or heavily discounted clearance items.
• Items with physical or liquid damage caused after delivery.
• Free gifts or promotional items included with an order.

4. How to Start a Return

1. Contact us with your order number and the reason for return, using the details at the bottom of this page.
2. We’ll confirm whether the item is eligible and share the return address / pickup arrangement.
3. Pack the item securely in its original packaging and hand it to the courier or drop it off as instructed.
4. Once we receive and inspect the item, we’ll process your exchange or refund.

5. Return Shipping Costs

If the item arrived damaged, defective, or different from what you ordered, we cover the return shipping cost. For change-of-mind returns, the customer covers the return shipping cost.

6. Refunds on Cash on Delivery Orders

Since Cash on Delivery orders are paid at the door rather than online, refunds are issued by bank transfer, EasyPaisa or JazzCash once your return is received and approved. Please share the account details we ask for so we can process your refund.

Refunds are typically processed within 5–7 business days of us receiving and approving the returned item.

7. Exchanges

If you’d prefer a different size, colour or product instead of a refund, let us know when you contact us — we’ll arrange the exchange, subject to stock availability. If the replacement item costs more or less than your original order, we’ll let you know the difference before shipping it out.

8. Damaged, Defective or Wrong Item Received

If your order arrives damaged, defective, or different from what you ordered, contact us within 3 days of delivery with photos of the item and packaging. We’ll arrange a free replacement, exchange, or full refund — your choice.

9. Late or Missing Refunds

If you haven’t received your refund within the stated timeframe, please first check with your bank or payment provider, as processing times can vary. If it still hasn’t arrived, contact us and we’ll look into it for you.