1. Return Window

Eligible products may be returned within 30 calendar days after delivery.

Customers should contact us within the return window to begin the return process.

2. Return Eligibility

To qualify for a standard return, the item should be unused, unworn, unwashed and in its original condition, with original packaging, accessories and included materials where reasonably possible.

Proof of purchase or sufficient order information is required so we can identify and review the transaction.

3. How to Request a Return

Before sending a product back, email service@orqasvelo.com. Please provide your order number, the item you wish to return, the reason for the return and relevant photos or videos where needed.

Our customer support team will review the request and provide the appropriate return instructions when the return is approved.

4. Return Address

Please do not send returns to our registered business address unless our customer support team specifically instructs you to do so.

Once your return request is approved, our customer support team will provide the appropriate return address and return instructions.

5. Preference-Based Returns

For returns resulting from a change of mind, preference, ordering the wrong item or another reason not caused by a product or fulfillment error, the customer is responsible for the applicable return shipping cost.

Original shipping charges are generally not refundable for preference-based returns unless applicable law requires otherwise.

6. Damaged, Defective or Incorrect Items

If an item arrives damaged, defective, incorrect or materially different from the product description, contact service@orqasvelo.com with your order number and relevant photos or videos.

After reviewing the issue, we will provide an appropriate replacement, refund or return solution at no additional cost to the customer where the issue is confirmed.

7. Return Inspection

Returned products may be inspected after receipt to confirm their condition and eligibility. We will notify or otherwise process the applicable resolution after the return has been reviewed.

8. Refund Timing

Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

After a refund is issued, your bank, card issuer or payment provider may require additional time before the credit appears in your account.

9. Exchanges

If you would like to exchange an eligible product, contact service@orqasvelo.com. Exchange availability depends on the availability of the requested replacement item and the circumstances of the return.

10. Order Cancellation

If you need to cancel an order, contact service@orqasvelo.com as soon as possible. We will try to assist before the order enters fulfillment or is dispatched, but cancellation cannot be guaranteed once processing has begun.

11. Missing or Delayed Refunds

If an approved refund has been issued but has not appeared after the expected processing period, first check with your bank or payment provider. If you still need assistance, contact service@orqasvelo.com with your order information.

12. Return Support

For any return or refund question, contact service@orqasvelo.com. Including your order number helps our team locate and review your request more efficiently.