Returns & Refunds
At ORNIVO, we take pride in our craftsmanship. If you are not entirely satisfied with your purchase, we’re here to help.
1. Return Window
You have 30 days after receiving your item to request a return for eligible products.
2. Personalized & Custom Items
Because the majority of our keepsakes are meticulously personalized and laser-engraved specifically for you, we cannot accept returns or offer refunds on customized items unless they arrive damaged, defective, or there is an error in the personalization on our part.
3. Condition of Returnable Items
For any non-personalized items, they must be in their original condition, unused, and in their original packaging. A receipt or proof of purchase is required.
4. Damaged or Faulty Orders
We carefully inspect every item before it leaves our workshop in Vietnam. However, if your order arrives damaged or you notice any issues with the craftsmanship, please contact us as soon as possible. Please include your order number and clear photos or videos of the item’s condition. We will handle these cases individually to provide a satisfactory solution (such as a free replacement).
5. Exchanges
We do not process direct exchanges. If you need a different item (for non-personalized goods), you should return the original product and place a new order once the return is approved.
6. How to Start a Return
To initiate a return or report an issue, please contact our support team at:
7. Refund Process
After your returned item is received and inspected, we will notify you of our decision. If approved, the refund will be issued automatically to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.