At Orlivae, we want customers to be satisfied with their purchases. This Policy explains the conditions for returns, exchanges and refunds.
Orlivae is a brand operated by PIXLY WALLS PRIVATE LIMITED.
1. Standard Return Period
Orlivae normally accepts eligible return requests made within 7 days from the date the order is delivered.
This 7-day period is Orlivae's standard commercial return policy.
If the law applicable to a customer provides a longer mandatory return, cancellation, withdrawal or cooling-off period, the legally required period will apply instead.
Nothing in this Policy is intended to reduce mandatory consumer rights.
2. Conditions for Returns
For a standard return or exchange, the product should generally be:
Unused.
Unwashed.
Unworn, except for reasonable trying-on to check fit.
Free from stains, odours, damage or alterations caused after delivery.
Returned with original tags attached.
Returned with original packaging where reasonably possible.
Accompanied by sufficient order information to identify the purchase.
Products that do not meet these conditions may be refused for a voluntary change-of-mind return where permitted by applicable law.
These conditions do not remove legal rights relating to defective, damaged, unsafe, incorrectly supplied or misdescribed goods.
3. Size Exchanges
Eligible clothing may be exchanged for another available size within the applicable return period.
Size exchanges are subject to stock availability.
If the requested size is unavailable, the customer may be offered:
Another available size or eligible replacement; or
A refund where appropriate.
4. Change-of-Mind Returns
Customers may request a return because they changed their mind within Orlivae's applicable return period.
For Orlivae's voluntary 7-day change-of-mind returns:
The product must satisfy the return conditions stated in this Policy.
The customer will normally be responsible for the cost of returning the product to Orlivae.
Where mandatory local consumer law provides different rights or cost allocation, that law will apply.
5. Wrong Size Ordered by Customer
If a customer orders the wrong size and wants an exchange or return:
The request must be made within the applicable return period.
The product must meet the eligible return conditions.
The customer will normally be responsible for return shipping costs.
Where Orlivae itself supplied a size different from the size ordered, Orlivae will treat the matter as an incorrect-product delivery.
6. Wrong Product Delivered
If Orlivae sends a product different from the product ordered, the customer should contact us as soon as reasonably possible.
Where the claim is confirmed, Orlivae will arrange an appropriate remedy, which may include:
Replacement with the correct product; or
Refund.
Orlivae will ordinarily bear reasonable return shipping costs for a confirmed incorrect-product delivery.
7. Damaged or Defective Products
If a product arrives damaged or defective, customers should contact Orlivae as soon as reasonably possible after discovering the issue.
Customers may be asked to provide:
Order number.
Description of the issue.
Clear photographs or video showing the problem.
Photographs of packaging where relevant.
These requests are intended to help us investigate the problem and do not remove statutory consumer rights.
Where a valid defect or damage claim is confirmed, Orlivae will provide an appropriate remedy in accordance with applicable law.
This may include:
Replacement.
Exchange.
Repair where appropriate.
Partial refund where appropriate.
Full refund.
Orlivae will ordinarily bear reasonable return shipping costs for valid damaged, defective or incorrectly supplied products.
8. Items That May Not Qualify for Voluntary Returns
Subject always to mandatory consumer rights, certain products may be excluded from voluntary change-of-mind returns where permitted by law.
These may include:
Products that have been worn beyond reasonable trying-on.
Washed products.
Products damaged after delivery by the customer.
Products with removed or damaged tags where this materially affects resale.
Products altered by the customer.
Clearly personalized or customized products where applicable.
Products subject to lawful health or hygiene restrictions where clearly disclosed before purchase.
Other products specifically identified as non-returnable before purchase where legally permitted.
A product will not be treated as non-returnable merely to avoid mandatory rights relating to defects, incorrect descriptions or other legally protected issues.
9. Sale and Promotional Products
Unless specifically stated otherwise before purchase, eligible sale or promotional products may be returned according to this Policy.
Certain clearance or special-sale products may have different voluntary return conditions where clearly disclosed before purchase and permitted by applicable law.
Mandatory consumer rights remain unaffected.
10. How to Request a Return or Exchange
Before sending a product back, contact:
Email: supportorlivae@gmail.com
Please provide:
Your name.
Order number.
Product being returned.
Reason for the return or exchange.
Requested replacement size, if applicable.
Photographs if the product is damaged, defective or incorrect.
Orlivae will provide relevant return instructions.
Customers should not send unidentified parcels without first contacting us, as this may delay processing.
11. Return Address
Approved returns should be sent to:
ORLIVAE / PIXLY WALLS PRIVATE LIMITED No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
Customers should use a reliable shipping method and retain appropriate proof of dispatch where they are responsible for arranging the return.
12. Return Shipping Costs
Orlivae Normally Pays
Orlivae will ordinarily bear reasonable return shipping costs when a confirmed issue involves:
Wrong product supplied.
Product damaged before or during delivery.
Defective product.
Another situation where applicable law requires Orlivae to bear the cost.
Customer Normally Pays
For Orlivae's voluntary returns, customers will normally pay return shipping when the reason is:
Change of mind.
Wrong size selected by the customer.
Customer preference.
Another reason not caused by Orlivae.
Mandatory local consumer rights take priority where they provide otherwise.
13. Inspection of Returned Products
When a returned product reaches Orlivae, we may reasonably inspect it to:
Confirm the product.
Verify its condition.
Verify the reported defect or damage.
Confirm eligibility for the requested remedy.
For voluntary returns, refunds may be reduced or refused where legally permitted if the customer has handled or damaged the product beyond what is reasonably necessary to inspect or try it.
This does not allow Orlivae to improperly reject statutory rights.
14. Refund Method
Approved refunds will normally be issued to the original payment method used for the purchase.
Orlivae does not offer Cash on Delivery, so cash refunds are not normally applicable.
If refunding the original payment method is impossible, Orlivae may contact the customer to arrange another lawful refund method.
15. Refund Processing Time
For standard voluntary returns, Orlivae aims to initiate an approved refund within approximately 5–10 business days after receiving and inspecting the returned product.
After Orlivae initiates the refund, banks, card issuers or payment providers may require additional time to credit the funds.
Where applicable law requires a refund within a different or shorter period, the legally required deadline will apply.
16. Original Shipping Charges
For voluntary change-of-mind returns, original shipping charges may be non-refundable where permitted by applicable law.
Where applicable consumer law requires original standard delivery charges to be refunded, Orlivae will provide the legally required refund.
Additional amounts paid for premium or expedited delivery may be treated according to applicable law.
17. International Returns
International customers may request eligible returns subject to this Policy and applicable local consumer law.
Unless the product is defective, damaged, incorrect, or applicable law requires otherwise, customers are normally responsible for:
International return shipping.
Proper return packaging.
Any return-shipping documentation required.
Customers should contact Orlivae before returning an international order.
18. Customs and Duties on International Returns
Customs duties, import taxes and similar government charges may be handled differently by different countries.
Orlivae cannot guarantee that customs authorities will refund duties or taxes previously paid by a customer.
Where legally available, customers may need to seek reimbursement directly from the relevant customs or tax authority.
This does not affect any amount that Orlivae itself is legally required to refund.
19. Lost Return Parcels
Where a customer is responsible for arranging return shipping, Orlivae recommends using a trackable shipping service.
Orlivae cannot generally process a physical return until the product is received or sufficient proof is available where applicable law provides otherwise.
Where Orlivae arranges the return courier, responsibility will be determined according to applicable law and the circumstances of the shipment.
20. Exchanges and Price Differences
If an approved exchange involves a different product or price:
Additional payment may be required where the replacement costs more.
An appropriate refund may be provided where the replacement costs less.
Any price difference and applicable shipping charges will be communicated before the exchange is completed.
21. Refunds for Cancelled Orders
If an eligible order is cancelled before dispatch and payment has already been successfully collected, the refund will be returned to the original payment method.
Cancellation rights are further explained in the Orlivae Cancellation Policy.
22. Missing Products or Packages
If an order arrives with products missing, or if tracking indicates delivery but the customer has not received the package, contact us promptly at:
supportorlivae@gmail.com
We may investigate with the relevant courier before determining the appropriate remedy.
Mandatory consumer rights concerning non-delivery remain unaffected.
23. Abuse and Fraud
Orlivae may investigate return requests reasonably suspected of:
Return fraud.
Use of altered products.
Substitution of products.
False damage claims.
Repeated intentional abuse of the return system.
Where supported by evidence and permitted by law, fraudulent claims may be refused and appropriate action may be taken.
This provision will not be used to discourage or improperly reject legitimate consumer complaints or statutory rights.
24. Mandatory Consumer Rights
Orlivae sells or intends to sell internationally.
Consumer laws vary between countries.
Some customers may have mandatory rights that exceed Orlivae's normal 7-day return policy, including longer cancellation or withdrawal periods, statutory guarantees or remedies for defective goods.
Where applicable mandatory law provides stronger rights than this Policy, those mandatory rights take priority.
Nothing in this Policy is intended to waive, exclude or reduce a consumer right that cannot legally be waived.
25. Changes to This Policy
Orlivae may update this Policy from time to time.
The version applicable to an order will be determined in accordance with applicable law and the terms disclosed when the order was placed.
Updates will be published on the Orlivae website with a revised effective date.
26. Contact Us
For returns, exchanges or refunds:
ORLIVAE Operated by PIXLY WALLS PRIVATE LIMITED
Email: supportorlivae@gmail.com Phone: +91 87540 14255
Return Address: No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
GSTIN: 33AAQCP6539G1Z2
Grievance Contact: Grievance Officer – Orlivae