Refund policy
Last updated: November 2026
This policy applies to all orders placed on Orluneva Cat Figurines, operated by ORLUNEVA LIMITED.
1. Return window
You may request a return within 30 days of delivery. Requests made after 30 days cannot be accepted.
2. Condition of returned items
Items must be unused, undamaged, and returned in their original packaging with all protective materials. We reserve the right to refuse a refund if an item is returned in a used or damaged condition.
3. Non-returnable items
The following items are made to order and cannot be returned for change of mind: custom pet portraits, personalised artwork, and any item marked "made to order" on the product page. These items are still covered by our damage and defect policy below.
4. Damaged or defective items
If your item arrives damaged or defective, contact us within 7 days of delivery with your order number and clear photos of the item and its packaging. We will send a replacement or issue a full refund, including original shipping costs. You do not need to return the damaged item unless we ask you to.
5. Who pays return shipping
For change-of-mind returns, the customer is responsible for return shipping costs. For damaged, defective, or incorrectly shipped items, we cover all return shipping costs.
6. How to start a return
Email us at info@orluneva.net with:
- Your order number
- The item you wish to return
- The reason for the return
We will reply within 1 business day with return instructions and the return address. Please do not send items back before receiving our confirmation.
7. Refunds
Once we receive and inspect your return, we will notify you of approval. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit. Original shipping charges are non-refundable for change-of-mind returns.
8. Exchanges
We do not process direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.
9. Order cancellations
You may cancel an order free of charge before it ships. Once an order has been dispatched, the return process above applies.
10. Contact
ORLUNEVA LIMITED (trading as Orluneva)
Business address: UNIT B, 11/F, YAM TZE COMM BLDG, 23 THOMSON RD, Wan Chai, Hong Kong Island, Hong Kong SAR
Email: info@orluneva.net
Phone: +852 5698 0980
Business hours: Monday to Friday, 09:00–18:00 (HKT)
We aim to reply to every message within 1 business day.