Refund policy

Return & Refund Policy

Orvalio is a trading name of WOLF SCALING LIMITED, a private limited company registered in Hong Kong under company number 78825658, with its registered office at 366 - 375 Queen’s Road Central, Unit 1603, 16/F, Sheung Wan, Hong Kong.

1. 30-day returns

You may return an item within 30 days of delivery if you change your mind. Items must be unused, in their original condition and packaging, with all parts and accessories included. This does not affect your statutory rights.

2. How to return an item

Email support@orvalio.com with your order number and the reason for the return. We will reply with a return authorisation and the return address. Please do not send an item back before you hear from us.

3. Return postage

If the item is faulty, damaged or not what you ordered, we cover the cost of the return. For a change-of-mind return, return postage is the customer’s responsibility.

4. Faulty or damaged items

Please contact us within 48 hours of delivery if an item arrives damaged or develops a fault, with clear photos of the issue. We will arrange a replacement or a full refund, including return postage, at our cost.

5. Refunds

Once we have received and inspected your return, we will notify you by email. Approved refunds are issued to your original payment method within 7 working days. Your bank or card provider may take a few additional days to show the credit.

6. Exchanges

We do not process direct exchanges. To receive a different item, please return the original and place a new order.

7. Order cancellation

You may cancel an order at any time before it has been dispatched. If it has already been dispatched, please wait for delivery and then return it under this policy.

8. Legal rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact Information

  • Store name: Orvalio
  • Company name: WOLF SCALING LIMITED
  • Company number: 78825658 (Hong Kong)
  • Registered office: 366 - 375 Queen’s Road Central, Unit 1603, 16/F, Sheung Wan, Hong Kong
  • Email: support@orvalio.com
  • Telephone: +44 7400 702259
  • Contact form: Click here
  • Customer service hours: Monday to Friday, 09:00–17:00 (UK time). Closed Saturday and Sunday.
  • Response time: We aim to reply within 24 hours on business days.