Return & Refund Policy
At ORNA, every product is crafted with care, especially our personalized and laser-cut decor items. Due to the nature of our products, we have a strict but fair return and refund policy.
Please read this policy carefully before placing an order.
1. No Returns on Personalized Products
Personalized / custom-made products are NOT eligible for return or refund, except in the following cases:
The product is damaged during shipping
The product received is different from what was ordered
This includes products customized via:
WhatsApp discussions
Design approvals
Customer-provided images, names, or text
Once customization is approved and production starts, the order cannot be cancelled or returned.
This rule is non-negotiable.
2. Returns for Damaged or Wrong Products Only
We accept returns only if:
The product arrives physically damaged, OR
The wrong product is delivered
To be eligible:
You must contact us within 24 hours of delivery
You must share clear photos and/or videos of:
The damaged product
The outer packaging
The shipping label
Requests made after 24 hours will not be accepted.
3. Unboxing Video Is Mandatory
For all damage or wrong-product claims:
An unboxing video recorded from start to finish is mandatory
The video must clearly show:
Sealed package
Opening process
Product condition
Without an unboxing video, no return, replacement, or refund will be processed.
(This protects us from false claims and misuse.)
4. Replacement Policy
If your claim is approved:
We will provide a replacement of the same product
Replacement will be processed after verification
Replacement timeline depends on product type and customization
Refunds are not guaranteed for personalized items unless replacement is not possible.
5. Refund Policy (Limited Cases)
Refunds are issued only if:
Replacement is not possible due to stock or production issues
The issue is verified and approved by our team
Refunds will be processed to:
The original payment method, OR
Store credit, at our discretion
Refund processing time:
5–10 business days after approval
6. COD Orders
For Cash on Delivery (COD) orders:
Refunds are not applicable
Replacement will be provided if the claim is valid
COD charges (if any) are non-refundable.
7. Non-Returnable Items
The following are strictly non-returnable:
Personalized/custom products
Products damaged due to customer mishandling
Incorrect address or contact details provided by customer
Minor variations in color, finish, or size (natural in handmade products)
8. Order Cancellation
Orders cannot be cancelled once production has started
COD orders that are refused at delivery may lead to future order restrictions
9. Shipping Damage Responsibility
We pack products securely, but once shipped:
Damage caused during transit must be reported within 24 hours
We are not responsible for delays caused by courier partners
10. Final Decision Authority
All return, replacement, and refund requests are subject to:
Verification
Internal review
AVARON reserves the right to accept or reject claims based on evidence provided.
11. Contact for Returns
To raise a request:
WhatsApp us at: 7984887716
Email us at: aaitech8@gmail.com
Mention:
Order ID
Issue details
Photos/videos