Refund policy
Handmade Art with a Fair Promise
We create each piece with care, and we hope it brings you a quiet moment of calm. Because our incense pieces are handcrafted and travel across the world to reach you, we ask for your understanding as we honor a fair and transparent process. Please review the details below before initiating a return.
📋 General Return Eligibility (Change of Mind)
We accept returns for unused, undamaged items in original packaging within 30 days of delivery if you simply change your mind or the item doesn't suit your space.
| Condition | Requirement |
|---|---|
| Timeframe | Must be initiated within 30 days of receiving the item. |
| Item State | Unused, unworn, unwashed, with all original tags and packaging intact. |
| Excluded Items | Custom orders, personalized pieces, and "Final Sale" clearance items are non-returnable. |
⚠️ Important: Return Shipping Responsibility
Because we do not have a domestic return warehouse in most countries, the customer is responsible for the cost and arrangement of return shipping to our facility.
We highly recommend using a tracked and insured postal service. We cannot issue a refund for items lost or damaged during return transit if no tracking is provided.
💔 Damaged, Defective, or Incorrect Items
We understand the anxiety of ordering delicate art from across the world. If your item arrives broken, we take full responsibility.
- Action Required: Please email support@oriavue.com within 48 hours of delivery.
- Required Evidence: Clear photos showing: 1. The damaged item; 2. The inside packaging; 3. The outer box/label.
- Resolution: Upon receiving your email, we will process either:
⚪ Full Refund (including any shipping paid).
⚪ Free Replacement (sent via courier at our cost).
🔄 Exchanges
Due to the limited nature of handmade inventory, we may not offer direct exchanges for a different color, size, or style.
The fastest way to get the item you want:
- Return the unwanted item to us (following the "Change of Mind" process below).
- Place a new order for the correct piece on our website.
This ensures the new item is reserved for you immediately and is not sold out while waiting for the return to arrive from overseas.
🛠️ How to Request a Return (Step-by-Step)
- Email Us: Contact support@oriavue.com with your Order Number and the reason for the return.
- Receive Authorization: We will reply with a Return Guide and our warehouse address. Please do not ship back without getting a reply, as it may delay processing.
- Pack Securely: Place the item in its original protective packaging. International transit is rough; please pack it as if it were a piece of Ming Dynasty porcelain.
- Ship & Notify: Ship the item using a tracked service. Reply to the email thread with the tracking number for our records.
💵 Refund Process & Timeline
| Stage | What Happens | Estimated Time |
|---|---|---|
| Receipt | We receive your return at our warehouse and inspect the item. | Depends on carrier |
| Inspection Passed | The item is confirmed to be in original, resalable condition. | 2-3 Business Days |
| Refund Issued | Credit applied back to original payment method (PayPal, Credit Card). | Within 5 Business Days |
| Bank Clearing | Refund appears on your statement. | Depends on your bank |
Note on Original Shipping Fees: For "Change of Mind" returns, the original outbound shipping cost (if paid) is non-refundable. Only the cost of the merchandise itself is returned.
Note on Customs/Duties: Any customs duties or taxes paid by the customer at the time of import are not refundable by us. These fees are collected by your local government, not our store. You may be able to apply for a refund of those fees through your local customs office, but this is outside of our control.
📧 Contact for Returns
Before sending anything back, please reach out to our support team. We can often provide care advice or a partial discount if the issue is minor.
📩 Email: support@oriavue.com
📍 Warehouse Address: Provided via reply email.
Our Promise: We treat every return request with the same care and attention as the artisans who made your piece. We are here to make it right.