We want our customers to receive products that match the order and product description. If you experience any issue with your order, please contact us at sales@oranlite.com. We will review your request and provide a suitable solution according to this Return & Refund Policy.
This policy does not limit any statutory rights you may have under applicable consumer protection laws.
1. Return Period and Right of Withdrawal
You may request a return within 30 days of receiving your order.
For consumers, this 30-day return period is in addition to any statutory right of withdrawal that may apply. Nothing in this policy limits any statutory rights you may have under applicable consumer protection laws, including the 14-day cooling-off period for distance sales where required by law.
If the statutory right of withdrawal applies, you may notify us of your decision to withdraw within 14 days of receiving the goods. After notifying us, you should return the goods within the period required by applicable law.
For change-of-mind returns, the product should be unused, undamaged, complete, and returned in its original packaging where possible.
For defective, damaged, incorrect, or missing-part orders, please contact us as soon as possible and provide clear photos or videos so that we can verify the issue.
2. Warranty
Where applicable, our products include a 12-month commercial warranty against manufacturing defects.
This warranty does not cover damage caused by misuse, improper installation, normal wear and tear, unauthorized modification, incorrect handling, or user error.
This commercial warranty does not affect your statutory rights under applicable consumer protection laws.
3. How to Request a Return, Refund, or Replacement
Step 1: Contact our customer service at sales@oranlite.com and provide your order number, return reason, and relevant photos or videos if applicable.
Step 2: Our customer service team will review your request and confirm whether the item is eligible for return, refund, replacement, or another suitable solution.
Step 3: If a return is required, we will provide the return instructions and the correct return address.
Please do not send your return to our registered business address, fulfillment warehouse, or the sender’s address shown on the package unless we specifically confirm it in writing.
Step 4: Pack the product properly and return it using a suitable carrier such as PostNL, DPD, DHL, or another trackable shipping service.
Step 5: Once the return is received and inspected, we will process the approved refund or replacement.
4. Return Reasons We Support
The following situations may qualify for a refund, replacement, return label, reimbursement of reasonable return costs, or another suitable solution after verification:
- Product arrived damaged or defective
- Wrong item was sent
- Product does not match the description
- Quality issue
- Missing parts or accessories
For these situations, please provide clear photos or videos of the product, packaging, shipping label, SKU/PN number where available, and the issue you are reporting.
5. Change-of-Mind Returns
The following situations are considered change-of-mind returns:
- You no longer want the product
- You ordered the wrong item or quantity
- The product does not meet your personal expectations
- You found another product after purchase
- You changed your mind after receiving the order
For change-of-mind returns, including returns made under the statutory cooling-off period where applicable, the customer is responsible for direct return shipping costs unless otherwise required by law or agreed in writing by Oranlite B.V.
For change-of-mind returns, the product should be returned unused, undamaged, complete, and in its original packaging where possible.
6. Situations Not Covered by Free Returns
Free returns may not apply in the following situations:
- Delivery delay caused by circumstances outside our control
- Change-of-mind returns
- Damage caused by misuse, improper installation, incorrect handling, or user error
- Products returned without prior approval
- Products returned to an incorrect address
- Products that are used, damaged, incomplete, or not properly packaged, unless the issue was caused before delivery
If a manual is missing or unclear, please contact us. We may provide an electronic manual, installation guidance, or video instructions where available.
7. Return Shipping Costs
Return shipping costs depend on the reason for return.
For verified defective, damaged, incorrect, or missing-part orders, Oranlite B.V. will provide a suitable solution. This may include a replacement, refund, return label, or reimbursement of reasonable return costs, depending on the situation.
For change-of-mind returns, including returns made under the statutory cooling-off period where applicable, the customer is responsible for direct return shipping costs unless otherwise required by law or agreed in writing by Oranlite B.V.
Please use proper packaging when returning an item. If the returned product is damaged due to insufficient packaging, this may affect the refund amount where permitted by law.
8. Refund Amount
For approved defective, damaged, incorrect, or missing-part orders, we will provide a suitable solution after verification. This may include a full or partial refund, replacement, return label, or reimbursement of reasonable return costs, depending on the situation.
For returns made under the statutory right of withdrawal where applicable, we will refund the product purchase price and the standard delivery cost paid for the original order, unless otherwise permitted by applicable law. If you selected a more expensive delivery method than the standard delivery option, the additional delivery cost may not be refundable.
For voluntary change-of-mind returns outside the statutory withdrawal period, the original shipping cost may not be refundable unless required by applicable law or agreed in writing by Oranlite B.V.
If the returned product is used, damaged, incomplete, or not returned in acceptable condition, a deduction may apply where permitted by law.
9. Refund Processing Time
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method as soon as possible. It may take 2–14 business days for the refund to appear in your account, depending on your bank, card issuer, or payment provider.
Where the statutory right of withdrawal applies, the refund will be handled in accordance with applicable consumer protection laws. We may withhold the refund until we have received the goods back or until you have provided proof that the goods have been returned, where permitted by law.
10. Replacement Products
If a replacement is provided, the replacement product will be covered by the remaining warranty period of the original product, unless otherwise required by applicable law.
11. Important Return Notes
Please contact us before returning any product.
Please do not send returns to our registered business address, fulfillment warehouse, or the sender’s address shown on the package unless we specifically confirm it in writing.
Please keep your shipping receipt and tracking number until the return has been completed.
Returned products should be properly packaged to avoid damage during transport.
Returns sent without prior approval or to an incorrect address may be delayed or may not be accepted.
12. Contact Us
If you have any questions about returns, refunds, replacements, or warranty claims, please contact us:
Oranlite B.V.
Email: sales@oranlite.com
Registered Business Address: Laan van Aida 8, 2152 GJ Nieuw-Vennep, Noord-Holland, The Netherlands
KvK Number: 93629206
VAT / BTW Number: NL866472976B01