Refund and Returns Policy

1. Return Period & Eligibility

This Refund and Returns Policy applies to purchases made through orlithy.com and fulfilled by ORLITHY, LLC. Customers may request a return within 30 days from the date the order is delivered, based on the delivery information recorded by the applicable shipping carrier. Return requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.

Because our website primarily offers headwear, customers may briefly try on an item indoors to evaluate its fit, appearance, and suitability. However, items must not be worn for extended periods or used outdoors if they are intended to be returned. A return request does not automatically guarantee approval; returned merchandise must satisfy the conditions described in this policy.

2. Return Conditions

To qualify for a return, merchandise must be returned in a condition that allows us to reasonably inspect and, where appropriate, resell the item. Returned merchandise should be clean, complete, undamaged, and accompanied by any original packaging, protective materials, labels, tags, accessories, or other included components where applicable.

Returned items must not show signs of actual wear, extended use, washing, cleaning, alteration, reshaping, stretching, staining, odor, makeup, hair products, excessive handling, misuse, accidental damage, or other customer-caused deterioration. Items that have been materially altered from their original condition may be refused or may qualify only for a reduced refund where permitted by applicable law.

3. How to Request a Return

To request a return, please contact us at [email protected] within the applicable return period. Your request should include your order number, the email address used to place the order, the item being returned, and the reason for the return. If the return concerns damage, an incorrect item, or another fulfillment issue, photographs may also be required to help us review the request.

After reviewing the request, we will provide the applicable return instructions. Customers should not send merchandise to an address without first contacting us and receiving return instructions. Unauthorized returns or merchandise sent to an incorrect location may experience delays in processing.

Customers should retain their return shipping receipt and tracking information until the return and refund have been completed. This information may be required to confirm that the merchandise was sent to the correct return location.

4. Return Shipping Costs

If a return is requested because the customer changed their mind, selected an unsuitable item, no longer wants the merchandise, or for another reason that is not caused by ORLITHY, LLC, the customer is generally responsible for the cost of returning the merchandise.

If an order arrives materially damaged, contains an incorrect item, or the return is required because of an error attributable to us, we will review the circumstances and, where appropriate, arrange or reimburse reasonable return shipping costs. As stated in our Shipping Policy, shipping-related damage or incorrect merchandise should be reported to [email protected] within 48 hours of delivery together with supporting photographs and relevant order information.

Original shipping charges are generally non-refundable where an order was delivered correctly and the return is based on customer preference, except where required by applicable law or where we determine otherwise based on the circumstances of the order.

5. Return Inspection & Approval

Once returned merchandise is received, we will inspect it to confirm its identity, condition, completeness, and compliance with this policy. We may compare the returned merchandise with the original order information, fulfillment records, photographs, shipping records, and other relevant documentation.

If the returned merchandise satisfies the return conditions, we will approve the applicable refund. If an item is returned damaged, incomplete, materially altered, used beyond reasonable inspection, or in a condition that prevents reasonable resale, we may refuse the return or reduce the refund amount where permitted by law.

We will communicate the result of the return review using the contact information associated with the order. Customers should keep relevant shipping and return documentation until the matter has been fully resolved.

6. Refund Method & Processing Time

Approved refunds will be issued to the original payment method used to complete the purchase. We do not normally issue refunds to a different card, bank account, digital wallet, or unrelated payment method.

Once a return has been received, inspected, and approved, we will submit the refund within 7 business days. Refunds processed through Stripe, PayPal, card networks, banks, or digital wallet providers will be returned through the original payment channel.

After we submit the refund, the time required for the funds to appear in the customer's account may depend on the customer's bank, card issuer, Stripe, PayPal, or other applicable payment provider. Any additional posting time controlled by a financial institution is outside the direct control of ORLITHY, LLC.

7. Damaged, Incorrect, Missing or Defective Items

Customers should inspect their order promptly after delivery. If merchandise arrives damaged, an incorrect item is received, or merchandise is missing from the shipment, please contact [email protected] within 48 hours of delivery.

The customer should provide the order number, a clear explanation of the issue, and photographs showing the merchandise, outer packaging, shipping label, internal packaging, and any visible damage where relevant. Customers should retain the merchandise and original packaging while the matter is being reviewed, as this information may be needed for a carrier or fulfillment investigation.

After reviewing the evidence, we may offer an appropriate resolution, which may include replacement, return instructions, refund, or another reasonable remedy depending on the circumstances. Nothing in this policy limits any rights available to customers under applicable consumer protection laws.

8. Payment Disputes, Chargebacks & Return Records

We encourage customers to contact us at [email protected] before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the issue directly. When contacting us, please provide the applicable order number and sufficient information for us to identify the transaction and understand the concern.

To accurately document orders, returns, refunds, and payment-related issues, ORLITHY, LLC may retain relevant transaction records such as order confirmations, payment status records, shipment tracking, delivery confirmation, return tracking, customer communications, photographs submitted in connection with a claim, return inspection results, and refund confirmation records.

If a dispute or chargeback is submitted through Stripe, PayPal, a card issuer, bank, or other payment provider, we may provide relevant order and transaction records to the applicable payment provider as part of the dispute review process. Any such information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

A payment dispute does not automatically replace the return process described in this policy. Where appropriate, customers may still be asked to return merchandise before a refund can be completed. Refunds, returns, payment disputes, and delivery matters will be reviewed using available order records and the terms disclosed to the customer at the time of purchase.