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At Ornavavo, we understand that customers expect their decorative items to arrive exactly as ordered. This Return and Refund Policy explain the circumstances under which a return, replacement, or refund may be arranged. The policy is intended for customers located in Hong Kong and is written in line with applicable consumer practices.
When handling customer information connected with returns or refunds, Ornavavo follows the principles of the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong. Any personal details collected during the return process are used only for resolving the request and coordinating related communication.
Ornavavo offers a 30-day return window for specific situations. A return request may be accepted if:
To initiate a return, customers should contact us through email within 30 days from the delivery date. Requests received after this period may not qualify for return processing.
Items must be returned in the same condition in which they were received, along with any original packaging when possible. This helps us verify the issue and process the request efficiently.
Ornavavo does not charge return fees or restocking fees.
If a return request meets the conditions mentioned above, the company will arrange the return logistics without placing any shipping costs on the customer. Once the return request is confirmed, our team will schedule a pickup at a time convenient for the customer.
The goal of this process is to make returns straightforward while maintaining clear procedures.
After the returned item arrives at our facility, it will go through an internal review process. This inspection allows us to confirm the reported issue and verify that the returned product matches the original order.
The inspection process takes up to 24 hours after the item is received.
Once the review is completed, we will contact the customer through email to confirm the outcome and discuss the next step.
If the customer prefers a replacement and the item is available, an exchange may be arranged. Exchanges depend on product availability at the time the request is approved.
When an exchange is agreed upon, the replacement item will be shipped according to the same delivery timeline stated in our Shipping Policy , which is typically 2–3 business days including internal processing .
If the item requested for exchange is not available, other options may be discussed with the customer.
If an exchange is not requested or the item is unavailable, a full refund may be issued once the return has been approved.
Since Ornavavo currently accepts Cash on Delivery (COD) as the payment method, refunds are processed through bank transfer .
After the inspection confirms the return request, we will contact the customer via email and request bank transfer details. These details are collected solely for processing the refund and handled according to the Personal Data (Privacy) Ordinance (PDPO).
Once the bank details are received, the refund will be processed within 24 hours . After processing, it may take approximately 7–8 business days for the amount to appear in the customer’s bank account, depending on the banking institution.
Personal details provided during return or refund requests are used only for handling the request, arranging pickups, and processing refunds. Ornavavo manages this information responsibly and in accordance with the PDPO , ensuring that it is not used for unrelated purposes.
Customers who need assistance with a return or refund request can reach us through the following contact:
Ornavavo
Email: decoration@ornavavo.com
Please include your order details and a brief explanation of the issue so our team can review the request and provide guidance on the next steps.