Easy Returns
At Ornalux, we want you to be completely satisfied with your purchase. That’s why we offer a 30-day return policy. If you’re unhappy with your item, you have 30 days from receiving it to request a return. We’re here to help and make sure you have a great shopping experience with us..
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and issues
We highly recommend the Package Protection option on the Cart Page, it’s for a small fee and adds an extra layer of security against loss, theft, or damage during transit.
If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Custom Orders
Refunds for custom design orders will not include the cost of administration and message card creation. The refunded amount will reflect that of a standard design. Personalized items cannot be returned or refunded, except in cases of faulty products or as required by statutory rights.
Lost Items and Correcting Information
Ornalux cannot be held responsible for lost items resulting from incorrect consumer-provided information. If incorrect shipping information leads to non-delivery, refunds cannot be processed. If you need to update your details after making a purchase, please notify us promptly at hello@ornalux.store
Gift Cards/Certificates:
Refunds are not permitted for gift card/certificate products.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can contact us for any return information
Customer Support: 24/7
Email: hello@ornalux.store
