Refund policy

Last Updated: 20 September 2026

Thank you for shopping with ORLIO.

At ORLIO, we are committed to providing quality products and a smooth shopping experience. If you receive a product that is damaged, defective, incorrect, or significantly different from what was ordered, we are here to help.

Please read the following Return & Refund Policy carefully before placing your order.

1. RETURN ELIGIBILITY

A return request may be accepted in the following circumstances:

  • The product received is damaged or defective.

  • The product received is different from the product ordered.

  • The product received is missing essential parts or accessories.

  • The product received is materially different from its description or specifications displayed on our website.

  • The product has been damaged during transportation.

To be eligible for a return, the product must generally be:

  • Unused and in its original condition.

  • Returned with all original packaging, tags, labels, accessories and invoices, wherever applicable.

  • Free from damage caused by misuse, improper handling or normal wear and tear.

2. RETURN REQUEST PERIOD

Customers must contact ORLIO within 7 days of receiving the order to report an eligible return or replacement request.

Return requests submitted after this period may not be accepted, except where required by applicable law.

3. UNBOXING VIDEO REQUIREMENT

For products that are damaged, defective, incorrect or missing parts, customers are strongly advised to record a continuous unboxing video immediately when opening the package.

The video should clearly show:

  1. The unopened package.

  2. The shipping label/order details.

  3. The complete opening of the package.

  4. The product and its condition.

  5. Any damage, defect or missing item.

An unboxing video may help ORLIO verify transportation damage or incorrect/missing products and process the claim more efficiently.

However, the absence of an unboxing video does not by itself remove any rights available to a consumer under applicable law.

4. NON-RETURNABLE PRODUCTS

Certain products may not be eligible for return because of their nature, hygiene considerations, personalization, or other applicable restrictions.

These may include:

  • Products specifically marked "Non-Returnable" on the product page.

  • Personalized or customized products.

  • Products that have been used, altered, washed, damaged or modified by the customer.

  • Products returned without original packaging, tags or accessories where these are necessary for resale.

  • Products damaged due to misuse, negligence or improper handling after delivery.

The applicable return eligibility will be displayed on the relevant product page wherever necessary.

5. WRONG OR DAMAGED PRODUCT

If you receive a product that is incorrect, damaged or defective, please contact ORLIO as soon as possible.

After receiving the required information, photographs/videos and order details, our team will review the request.

Depending on the circumstances, ORLIO may offer:

  • A replacement of the product;

  • A refund; or

  • Another appropriate resolution permitted under applicable law.

6. RETURN PROCESS

To request a return, please contact us through any of the following channels:

Email: help@orlio.in
WhatsApp: +91 9072277369
Instagram: @orlio.in
Facebook: @orlio.in

Please provide:

  • Order number

  • Customer name

  • Registered mobile number/email

  • Product name

  • Reason for return

  • Clear photographs/videos of the product and packaging

  • Unboxing video, where available

Our customer support team will review the request and provide further instructions.

Please do not send products back to ORLIO without receiving return instructions from our team.

7. RETURN SHIPPING COST

If the return is due to an error attributable to ORLIO, such as:

  • Wrong product delivered;

  • Defective product;

  • Damaged product received; or

  • Product materially different from what was ordered,

ORLIO will determine the appropriate return-shipping arrangement in accordance with the applicable return process.

For other approved returns, any applicable return-shipping charges will be communicated to the customer before the return is processed.

8. REFUND POLICY

Once the returned product has been received and inspected, ORLIO will determine whether the product qualifies for a refund.

If the refund is approved, the eligible refund amount will generally be processed to the original payment method used for the purchase, subject to the payment provider's processing timelines.

Depending on the payment method and banking/payment gateway processing, the amount may take additional time to appear in the customer's account.

9. CASH ON DELIVERY ORDERS

For Cash on Delivery (COD) orders, where a refund is approved, ORLIO may request valid bank account or UPI details from the customer for processing the refund.

Customers are responsible for providing accurate payment details.

ORLIO will not be responsible for delays resulting from incorrect or incomplete payment information provided by the customer.

10. ORDER CANCELLATION

Customers may request cancellation before the order has been dispatched.

Once an order has been dispatched, cancellation may not be possible through the normal cancellation process. In such cases, the customer may contact ORLIO customer support for assistance.

Any cancellation, refund or applicable charges will be handled in accordance with applicable law and the circumstances of the order.

11. REFUND FOR UNAVAILABLE PRODUCTS

If ORLIO is unable to fulfil an accepted order due to product unavailability or another reason attributable to ORLIO, the customer will be informed and an appropriate refund will be processed for the amount paid for the unavailable product/order, as applicable.

12. PRODUCT EXCHANGE

Where exchange is offered for a particular product, the exchange will be subject to:

  • Product availability;

  • Product condition;

  • Applicable return eligibility requirements; and

  • The exchange terms displayed on the relevant product page.

If the requested replacement product is unavailable, ORLIO may offer an alternative resolution, including a refund where applicable.

13. RETURN INSPECTION

All returned products may be inspected by ORLIO before a replacement or refund is approved.

A return may be rejected if the product has been:

  • Used improperly;

  • Damaged after delivery;

  • Modified or altered;

  • Washed or cleaned where such action affects the product;

  • Returned without required accessories or components; or

  • Returned in a condition inconsistent with the approved return reason.

This does not affect any rights that cannot legally be excluded under applicable law.

14. REFUND TIMELINE

Once ORLIO approves a refund, the refund will be initiated within a reasonable period and in accordance with applicable law and payment-system requirements.

The actual time taken for the funds to reach the customer's account may depend on the bank, card issuer, UPI provider, payment gateway or other payment service provider.

15. PARTIAL REFUNDS

Where applicable, ORLIO may provide a partial refund where only part of an order is eligible for refund or where the circumstances warrant a partial refund under the applicable terms.

16. PROMOTIONAL OFFERS & DISCOUNTS

Products purchased using promotional offers, discount codes, cashback offers or other special promotions may be subject to additional terms.

Any refund relating to a promotional order will be calculated in accordance with the applicable offer terms and the actual amount paid by the customer.

17. FRAUDULENT OR ABUSIVE RETURN REQUESTS

ORLIO reserves the right to investigate suspected fraudulent, abusive or repeated misuse of the return/refund process.

Where permitted by applicable law, appropriate action may be taken against fraudulent claims or misuse of the return system.

18. CONSUMER RIGHTS

Nothing in this Return & Refund Policy is intended to limit or exclude any consumer rights or remedies that cannot legally be excluded under applicable Indian law.

ORLIO will comply with applicable consumer-protection and e-commerce requirements.

19. GRIEVANCE REDRESSAL

If you have any complaint regarding your order, return, replacement or refund, please contact our customer support team.

Customer Support

ORLIO
Website: www.orlio.in
Email: help@orlio.in
Gmail: orlio.in@gmail.com
WhatsApp: +91 9072277369
Instagram: @orlio.in
Facebook: @orlio.in

For complaints, please include your order number and registered contact details so that we can assist you efficiently.

20. POLICY UPDATES

ORLIO may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services or applicable laws.

Any updated version will be published on this page with the revised "Last Updated" date.

By placing an order through ORLIO, you acknowledge that you have read and understood the applicable Return & Refund Policy.

ORLIO — Better Choices