Free shipping on orders over $69.

      Returns & Refund Policy

      Returns & Refund Policy

      Last Updated: October 7, 2026

      Thank you for shopping with Orluneins.

      This Returns & Refund Policy explains the conditions, procedures, timeframes, costs, refund methods, and other terms that apply to returns, refunds, replacements, exchanges, canceled orders, damaged products, incorrect products, and related post-purchase matters.

      Orluneins is an online retailer specializing in party supplies, celebration accessories, gifts, and lifestyle products, including party decorations, tableware, drinkware, gift accessories, bags, personal accessories, seasonal products, decorative items, and other products for celebrations and everyday lifestyle use.

      Orluneins is operated by Shenzhen Xinyuan Chengzhen Technology Co., Ltd.

      By purchasing from Orluneins, you agree to this Returns & Refund Policy together with our Terms of Service, Privacy Policy, Shipping Policy, and Payment Terms.

      Nothing in this policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded, restricted, or waived.

      1. BUSINESS INFORMATION

      Brand:
      Orluneins

      Website:
      https://orluneins.com/

      Operator / Company Name:
      Shenzhen Xinyuan Chengzhen Technology Co., Ltd.

      Company Address:
      Room 706, Shouchuang Business Building, No. 5 Longhua Square 3rd Road, Fukang Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China

      Customer Service Email:
      service@orluneins.com

      Telephone:
      +86 177 4115 7375

      Business:
      Online retail of party supplies, celebration accessories, gifts, and lifestyle products.

      2. RETURN PERIOD

      You may request a return within 30 days from the date your order is delivered, unless a different period is clearly disclosed for a particular product or applicable law requires otherwise.

      To qualify under our standard return policy, you must contact us within the applicable return period.

      The return period begins on the date the applicable product is recorded as delivered.

      If an order contains multiple products delivered on different dates, the return period for each product generally begins on the date that product is delivered.

      Return requests made after the applicable return period may be declined unless:

      • Applicable law requires otherwise;

      • We expressly agree to accept the return;

      • Another provision of this policy applies.

      3. RETURN ELIGIBILITY

      To qualify for a standard return, the product must generally:

      • Be requested for return within the applicable return period;

      • Be the same product that was purchased from Orluneins;

      • Be in substantially the same condition in which it was received;

      • Be unused, unworn, or only reasonably inspected where applicable;

      • Include original accessories, removable parts, and components where applicable;

      • Include original packaging where reasonably available and relevant;

      • Be accompanied by proof of purchase or a valid order number;

      • Not fall within an applicable non-returnable category.

      Reasonable inspection of a product to determine its nature, characteristics, size, appearance, or basic functionality will not automatically make a product ineligible for return where applicable law provides otherwise.

      We may inspect returned products before approving a refund.

      Eligibility may differ where the return involves:

      • Damage;

      • Defect;

      • Incorrect fulfillment;

      • Missing items;

      • Material misdescription;

      • Other issues attributable to us.

      Those situations are addressed separately below.

      4. HOW TO REQUEST A RETURN

      Before sending any product back, please contact our customer service team:

      Email:
      service@orluneins.com

      Please provide:

      • Your full name;

      • Your order number;

      • The product you wish to return;

      • The reason for the return;

      • Photographs or videos where relevant;

      • Any other information reasonably necessary to evaluate the request.

      After reviewing your request, we will provide applicable return instructions.

      Please do not send a product back before receiving return instructions from us.

      Sending a product without prior authorization may:

      • Delay processing;

      • Result in delivery to an incorrect facility;

      • Prevent us from identifying the return;

      • Cause additional costs.

      Unauthorized returns may be declined where permitted by applicable law.

      5. RETURN AUTHORIZATION

      A return request is not automatically approved merely because it has been submitted.

      After receiving your request, we may review:

      • Order information;

      • Delivery information;

      • Product condition;

      • Reason for return;

      • Photographs or videos;

      • Return eligibility;

      • Applicable exclusions.

      If the return is approved, we will provide return instructions.

      Approval of a return request does not necessarily mean that a full refund has already been approved. Final refund eligibility may depend on inspection of the returned product where appropriate.

      6. RETURN ADDRESS

      Unless our customer service team provides different instructions for a specific approved return, eligible returns should be sent to:

      Return Address:
      Room 706, Shouchuang Business Building
      No. 5 Longhua Square 3rd Road
      Fukang Community, Longhua Subdistrict
      Longhua District, Shenzhen, Guangdong, China

      Before sending any return, please contact:

      service@orluneins.com

      so that we can confirm eligibility and provide the appropriate instructions.

      Please do not send products to:

      • An address printed on an original shipping label;

      • A warehouse shown on parcel tracking;

      • A carrier facility;

      • Any other address

      unless our customer service team specifically instructs you to do so.

      Customers are responsible for addressing return packages correctly when they arrange the return shipment themselves.

      7. CHANGE-OF-MIND RETURNS

      You may request a return within the applicable return period if you simply change your mind, subject to the eligibility requirements in this policy.

      Examples may include situations where you:

      • No longer want the product;

      • Ordered the wrong product;

      • Ordered the wrong size, variation, or quantity;

      • Decided the product is no longer suitable for your needs.

      For eligible change-of-mind returns:

      • You may be responsible for return shipping costs;

      • Original shipping charges may be non-refundable where permitted by law;

      • The product must satisfy applicable return eligibility requirements;

      • International return-related costs may apply.

      We will provide applicable return instructions before you send the product.

      8. DAMAGED PRODUCTS

      If a product arrives damaged, please contact us as soon as reasonably possible after delivery.

      Please provide:

      • Your order number;

      • A description of the damage;

      • Clear photographs or videos of the product;

      • Photographs of the shipping packaging where relevant.

      Do not discard the product or packaging before we have had a reasonable opportunity to review the claim if those materials may be relevant.

      After reviewing the available information, we may provide an appropriate remedy, including:

      • Replacement;

      • Full refund;

      • Partial refund;

      • Another reasonable solution.

      Where the damage is confirmed and attributable to fulfillment or delivery rather than misuse after delivery, we will not require you to bear reasonable return shipping costs where applicable law or our stated remedy requires us to cover them.

      9. DEFECTIVE PRODUCTS

      If a product is defective or does not function as reasonably expected based on its description, please contact us as soon as reasonably possible.

      Please provide:

      • Your order number;

      • A description of the defect;

      • Photographs or videos where appropriate;

      • Information showing the nature of the problem.

      We may reasonably ask for additional information necessary to determine whether the issue is:

      • A manufacturing defect;

      • Transit damage;

      • Normal wear;

      • Incorrect use;

      • Improper installation;

      • Customer-caused damage;

      • Another issue.

      Where a qualifying defect is confirmed, we may provide:

      • Replacement;

      • Refund;

      • Partial refund;

      • Other appropriate remedy.

      Nothing in this section limits statutory rights relating to defective products.

      10. INCORRECT PRODUCTS

      If you receive a product that is materially different from the product you ordered, contact:

      service@orluneins.com

      Please include:

      • Your order number;

      • A description of what you ordered;

      • Clear photographs of what you received.

      If we confirm that an incorrect product was sent due to our fulfillment error, we will provide an appropriate remedy.

      Depending on the circumstances, this may include:

      • Replacement;

      • Refund;

      • Return at our reasonable cost;

      • Another appropriate solution.

      11. MISSING ITEMS

      Some orders may be shipped in more than one package.

      Before reporting an item as missing, please check:

      • Whether the order has multiple tracking numbers;

      • Whether another package is still in transit;

      • Whether the shipping confirmation indicates separate fulfillment.

      If all applicable packages have been delivered and an item is still missing, contact us promptly.

      Please provide:

      • Order number;

      • Description of the missing item;

      • Photographs of the parcel and contents where helpful;

      • Available tracking information.

      We will review the applicable fulfillment and shipping records.

      If the item is confirmed as missing, we may provide:

      • Replacement;

      • Refund;

      • Another appropriate remedy.

      12. NON-RETURNABLE ITEMS

      Certain products may not be eligible for change-of-mind returns because of health, hygiene, safety, customization, perishability, or other legitimate reasons.

      Depending on the products actually offered on our website, non-returnable categories may include:

      • Personalized or customized products;

      • Products clearly marked Final Sale;

      • Gift cards;

      • Perishable products;

      • Opened or used hygiene-related products;

      • Products that cannot reasonably be returned for health or safety reasons after opening;

      • Products materially damaged through misuse, neglect, unauthorized modification, improper handling, or unauthorized repair.

      Where applicable, non-returnable status should be disclosed before purchase.

      A non-returnable designation does not eliminate any rights relating to products that are:

      • Defective;

      • Damaged on arrival;

      • Incorrect;

      • Materially misdescribed;

      where applicable law provides such rights.

      13. SALE, DISCOUNTED, AND CLEARANCE PRODUCTS

      Sale or clearance products may generally remain eligible for return unless they are clearly identified as:

      • Final Sale;

      • Non-returnable;

      • Subject to another disclosed return restriction.

      A product being discounted does not by itself make it non-returnable unless the applicable restriction is disclosed.

      Final Sale products generally cannot be returned because of a change of mind.

      This does not affect applicable rights relating to defective, damaged, incorrect, or materially misdescribed products.

      14. EXCHANGES

      If you would like to exchange a product, contact:

      service@orluneins.com

      Exchange availability depends on:

      • Product eligibility;

      • Inventory availability;

      • Product variation;

      • Fulfillment availability.

      We do not guarantee that an alternative product or variation will remain available while an exchange is being processed.

      In some cases, the most practical procedure may be to:

      1. Return the original eligible product;

      2. Receive the applicable refund;

      3. Place a new order.

      Any replacement offered because of a damaged, defective, missing, or incorrect product will be handled separately from a voluntary change-of-mind exchange.

      15. RETURN SHIPPING COSTS

      Responsibility for return shipping depends primarily on the reason for the return.

      Returns Due to Our Error

      If a product is confirmed to be:

      • Defective;

      • Damaged on arrival;

      • Incorrectly fulfilled;

      • Materially different from what was ordered;

      we will provide appropriate return instructions.

      Where required by applicable law or our stated remedy, Orluneins will cover reasonable return shipping costs.

      We may:

      • Provide a prepaid return label where available;

      • Reimburse an agreed reasonable return cost;

      • Provide another return arrangement;

      • Determine that return is unnecessary.

      Please do not purchase unusually expensive return shipping without first receiving instructions from us if you expect Orluneins to cover the cost.

      Change-of-Mind Returns

      For eligible change-of-mind returns, the customer may be responsible for return shipping costs where permitted by law.

      These costs may include:

      • Carrier charges;

      • International postage;

      • Tracking fees;

      • Customs-related return expenses;

      • Other costs associated with returning the product.

      Return shipping fees paid directly to third-party carriers are generally non-refundable unless otherwise stated or required by law.

      16. INTERNATIONAL RETURNS

      Our standard return address is located in Shenzhen, China.

      International return shipments may involve:

      • International shipping charges;

      • Customs documentation;

      • Carrier handling fees;

      • Import or export procedures;

      • Other cross-border requirements.

      For eligible change-of-mind returns, applicable international return costs may be the customer's responsibility where permitted by law.

      For verified returns resulting from our error, damage, defect, or incorrect fulfillment, please contact us before sending the product so that we can provide appropriate instructions regarding shipping and reasonable costs.

      Customers should not send an international return without first confirming the return instructions with us.

      17. RETURN SHIPPING METHOD

      Where you are responsible for arranging return shipping, we strongly recommend using a trackable shipping service.

      Please retain:

      • Shipping receipt;

      • Tracking number;

      • Proof of postage

      until your return has been fully processed.

      Where you independently arrange the return shipment, responsibility for the parcel generally remains with you until it reaches the designated return address, except where applicable law provides otherwise.

      We are not responsible for parcels lost because they were:

      • Sent to an unauthorized address;

      • Incorrectly addressed by the sender;

      • Lost by a carrier selected by the customer

      except where applicable law places responsibility on us.

      18. RETURN INSPECTION

      After an eligible returned product reaches the designated return address, we may inspect it.

      The inspection may consider:

      • Whether the correct product was returned;

      • Product condition;

      • Signs of use;

      • Missing components;

      • Missing accessories;

      • Damage occurring after delivery;

      • Packaging where relevant;

      • Compliance with applicable return conditions.

      A reasonable inspection by the customer will not by itself justify denial of a refund where applicable law protects such inspection.

      If a returned product has been materially damaged, altered, used beyond reasonable inspection, or returned incomplete because of customer action, we may:

      • Reduce the refund;

      • Decline the return;

      • Take another reasonable action

      where permitted by applicable law.

      Any reduction should reasonably reflect the circumstances of the returned product.

      19. REFUND AMOUNT

      The amount refunded depends on:

      • The reason for the return;

      • Product price actually paid;

      • Applicable discounts;

      • Shipping charges;

      • Condition of the returned product;

      • Applicable law;

      • Other relevant circumstances.

      For an approved standard return, the refund will generally be based on the amount actually paid for the returned product.

      Where required by applicable law, other eligible amounts will also be refunded.

      For change-of-mind returns:

      • Original shipping fees may be non-refundable where legally permitted;

      • Return shipping may be the customer's responsibility;

      • Other lawful deductions may apply where disclosed and appropriate.

      For returns caused by our confirmed error, the applicable remedy will be determined consistently with this policy and applicable law.

      20. REFUND METHOD

      Approved refunds will generally be issued to the original payment method used for the order.

      Where a refund to the original payment method is not technically possible, we may contact you regarding an appropriate alternative.

      We generally do not issue a refund to:

      • An unrelated third-party account;

      • A different card chosen after purchase;

      • An unrelated payment method

      unless required or specifically agreed in appropriate circumstances.

      21. REFUND PROCESSING TIME

      After an approved refund is issued by Orluneins, additional time may be required for the funds to appear in your account.

      The processing time depends on:

      • Bank;

      • Card issuer;

      • Payment provider;

      • Payment method.

      In many cases, an approved refund may take approximately 5–10 business days after issuance to appear in your account.

      This is an estimated banking or payment-provider processing period and is not a guarantee that every financial institution will complete the credit within the same timeframe.

      If an approved refund has not appeared after a reasonable period:

      1. Check with your bank, card issuer, or payment provider;

      2. Confirm that the refund is not still pending;

      3. Contact us if additional assistance is required.

      22. PARTIAL REFUNDS

      Where appropriate and permitted by law, we may issue a partial refund.

      Examples may include:

      • Only part of an order is affected;

      • An eligible returned product is missing accessories because of customer action;

      • The product suffered material customer-caused damage;

      • A minor product issue is resolved by mutual agreement;

      • A promotional adjustment requires recalculation.

      Any partial refund will be based on the specific circumstances.

      We will not make arbitrary deductions unrelated to the actual issue or applicable policy.

      23. REFUNDS WITHOUT RETURN

      In some circumstances, Orluneins may determine that returning a product is unnecessary.

      For example, this may occur where:

      • A product is damaged;

      • The cost of return is disproportionate;

      • The product has low residual value;

      • Another reasonable resolution makes return unnecessary.

      We may offer:

      • Refund;

      • Partial refund;

      • Replacement;

      • Other appropriate remedy

      without requiring the product to be physically returned.

      A refund without return in one situation does not create an entitlement to the same remedy in another situation.

      24. ORDER CANCELLATIONS

      If you wish to cancel an order, contact us as soon as possible:

      service@orluneins.com

      We will make reasonable efforts to cancel the order before fulfillment.

      Cancellation cannot be guaranteed once an order has:

      • Entered processing;

      • Been packed;

      • Been transferred to a fulfillment provider;

      • Been shipped.

      If cancellation is no longer possible, you may need to wait for delivery and then request an eligible return.

      If we successfully cancel an order after payment has been captured, the applicable refund will generally be issued to the original payment method.

      25. REFUSED DELIVERIES

      Please do not refuse delivery solely as a substitute for following our return process unless we have instructed you to do so.

      If you refuse a delivery without prior authorization:

      • The parcel may be returned to the carrier, fulfillment facility, or sender;

      • Tracking may be delayed;

      • Additional carrier or handling charges may arise.

      Where permitted by applicable law, reasonable costs directly resulting from an unauthorized refusal may be deducted from an otherwise eligible refund.

      No deduction will be made where doing so would violate applicable consumer law.

      26. UNDELIVERABLE ORDERS

      If a parcel is returned because customer-provided delivery information was:

      • Incorrect;

      • Incomplete;

      • Invalid;

      • Insufficient for delivery;

      we may contact you regarding:

      • Reshipment;

      • Address correction;

      • Refund options.

      Where permitted by law, additional shipping charges may apply if the customer requests reshipment.

      If a refund is requested instead, applicable shipping charges may be non-refundable or deducted where legally permitted.

      If the delivery failure resulted from our error, we will provide an appropriate remedy without charging the customer for additional shipping caused by that error.

      27. LOST PACKAGES

      If tracking indicates that a package may be lost in transit, contact:

      service@orluneins.com

      Please provide:

      • Order number;

      • Tracking number;

      • Any relevant carrier information.

      We may investigate the shipment with the shipping carrier or fulfillment provider.

      If a package is confirmed as lost and the loss is not attributable to incorrect delivery information provided by the customer, we may provide:

      • Replacement;

      • Refund;

      • Another appropriate remedy.

      Please also review our Shipping Policy for applicable delivery and lost-parcel terms.

      28. PACKAGES MARKED DELIVERED BUT NOT RECEIVED

      If tracking shows a package as delivered but you cannot locate it, please first:

      • Check your mailbox;

      • Check your porch, garage, parcel locker, or other delivery locations;

      • Ask household members;

      • Check with neighbors where appropriate;

      • Contact the shipping carrier;

      • Allow up to 48 hours where a carrier may have recorded a delivery scan before physical delivery was completed.

      If the package still cannot be located, contact:

      service@orluneins.com

      Please provide your order number and tracking information.

      We will review the available information and make reasonable efforts to assist.

      A carrier's “delivered” scan does not automatically determine the outcome of every claim; the circumstances and available evidence may be reviewed.

      29. PROMOTIONAL, DISCOUNTED, AND BUNDLE ORDERS

      Where an order was purchased using:

      • Promotional code;

      • Bundle discount;

      • Quantity discount;

      • Sale price;

      • Other promotional offer,

      any approved refund will generally be based on the amount actually paid for the affected product.

      If returning part of a bundle or promotion causes the remaining purchase to no longer satisfy the promotional conditions, the refund may be recalculated where:

      • The original promotional terms clearly permit such recalculation;

      • The calculation is reasonably connected to the promotion;

      • Applicable law permits it.

      We will not refund more than the amount attributable to the applicable product unless required by law or specifically agreed.

      30. GIFTS

      Where a product was purchased as a gift, an approved refund will generally be issued to the original payment method used by the purchaser.

      We generally cannot transfer a refund to a different card or account simply because the recipient is different from the purchaser.

      Other arrangements may be made where expressly agreed or required by law.

      31. CHARGEBACKS AND PAYMENT DISPUTES

      If you believe a refund is due or there is a problem with an order, you may contact us at:

      service@orluneins.com

      We will make reasonable efforts to investigate legitimate concerns.

      You are not required to waive any lawful chargeback or payment dispute rights by contacting us.

      If a chargeback, card dispute, or payment dispute is opened, we may provide relevant information to the applicable:

      • Payment processor;

      • Bank;

      • Card issuer;

      • Payment network;

      • Dispute resolution provider.

      This information may include:

      • Order details;

      • Payment records;

      • Shipping records;

      • Tracking information;

      • Delivery information;

      • Return information;

      • Refund records;

      • Customer communications;

      • Other evidence relevant to the dispute.

      Nothing in this section limits your lawful right to dispute unauthorized or incorrect charges.

      32. ABUSE OR FRAUDULENT USE OF THE RETURN PROCESS

      Where permitted by law, we may investigate or restrict return activity involving reasonable evidence of fraud or abuse.

      Examples may include:

      • Returning a different product from the one purchased;

      • Returning counterfeit or substituted items;

      • Deliberately damaging products;

      • Submitting falsified photographs or documents;

      • Making knowingly false non-delivery claims;

      • Repeated abuse of return or refund procedures;

      • Using return processes for fraudulent financial benefit.

      Any restriction will be applied reasonably and subject to applicable consumer protection law.

      A high number of legitimate returns alone will not automatically establish fraud.

      Where appropriate, individual returns will still be evaluated based on their circumstances.

      33. CONSUMER RIGHTS

      Nothing in this Returns & Refund Policy is intended to exclude, restrict, reduce, or waive a consumer right or remedy that cannot legally be excluded or waived.

      If applicable law provides you with stronger rights than those stated in this policy, those mandatory legal rights will apply.

      This may include legal rights relating to:

      • Defective goods;

      • Misdescribed goods;

      • Incorrect goods;

      • Delivery failures;

      • Unauthorized transactions;

      • Other statutory consumer protections.

      34. RELATIONSHIP WITH OTHER ORLUNEINS POLICIES

      This Returns & Refund Policy should be read together with our:

      • Terms of Service;

      • Shipping Policy;

      • Payment Terms;

      • Privacy Policy.

      The Shipping Policy governs shipping and delivery matters.

      The Payment Terms govern payment processing, authorization, refunds, and related transaction matters.

      The Privacy Policy governs the handling of personal information.

      The Terms of Service govern the broader contractual relationship between customers and Orluneins, including governing law and dispute-related provisions.

      Where two policies address the same issue, they should be interpreted consistently.

      Where a more specific policy provision directly addresses a particular transaction issue, that more specific provision will generally apply, subject to applicable law.

      35. CHANGES TO THIS POLICY

      We may update this Returns & Refund Policy from time to time to reflect changes in:

      • Business practices;

      • Return procedures;

      • Product categories;

      • Fulfillment operations;

      • Customer service processes;

      • Applicable legal or regulatory requirements.

      When we update this policy, we will revise the “Last Updated” date at the top of the page.

      Unless applicable law requires otherwise, the policy in effect when your order was placed will generally govern that order.

      A later policy change will not ordinarily retroactively reduce return or refund rights applicable to a completed purchase.

      36. CONTACT US

      If you have questions regarding a return, refund, replacement, exchange, canceled order, damaged product, defective product, incorrect item, or delivery-related issue, please contact us.

      Brand:
      Orluneins

      Operator / Company Name:
      Shenzhen Xinyuan Chengzhen Technology Co., Ltd.

      Business:
      Online retail of party supplies, celebration accessories, gifts, and lifestyle products.

      Company Address:
      Room 706, Shouchuang Business Building
      No. 5 Longhua Square 3rd Road
      Fukang Community, Longhua Subdistrict
      Longhua District, Shenzhen, Guangdong, China

      Return Address:
      Room 706, Shouchuang Business Building
      No. 5 Longhua Square 3rd Road
      Fukang Community, Longhua Subdistrict
      Longhua District, Shenzhen, Guangdong, China

      Customer Service Email:
      service@orluneins.com

      Telephone:
      +86 177 4115 7375

      Website:
      https://orluneins.com/