Return, Refund & Replacement Policy
Last Updated: March 20, 2026
At Orion, we want every customer to have a smooth and reliable shopping experience. This Return, Refund & Replacement Policy explains when an order may be cancelled, when a product may be returned, when a replacement may be requested, and how refunds are processed.
Because product availability, fulfilment, and handling may vary depending on the item and the stage at which the order is being processed, the final decision regarding any return, refund, replacement, or cancellation request may depend on verification, product condition, and internal review. By placing an order on our Platform, you agree to the terms of this Policy.
1. General Principle
Our products are listed with the intention of providing a clear and convenient shopping experience. In some cases, a product may be eligible for return, replacement, or cancellation, depending on the nature of the issue and the stage of the order.
Returns are generally accepted only in cases where the product delivered is affected by a genuine issue such as:
- Wrong product being sent.
- Product arriving damaged.
- Missing parts or missing accessories.
- Another similar and reasonable issue that materially affects the product received.
Each request is reviewed on a case-by-case basis, and approval is subject to verification.
2. Order Cancellation
If you wish to cancel an order, you may do so from your account on the website where the cancellation option is available. If the cancellation option is not available or if you face any difficulty using it, you may contact us with your order details and request cancellation.
A cancellation request may be accepted or rejected depending on the stage of processing. For example, if the order has already been packed, dispatched, or handed over for delivery, cancellation may no longer be possible. In such cases, the order may instead follow the return or replacement process after delivery, if eligible under this Policy.
Cancellations are always subject to internal review and operational feasibility.
3. When a Return May Be Allowed
A return may be permitted when the item delivered to you has a genuine issue that affects its condition, usability, or correctness. This may include situations such as:
- Wrong item was delivered.
- Item arrived in a damaged condition.
- Some part, piece, or accessory was missing.
- Another similar and reasonable issue that makes the delivered product unsuitable.
Returns are not guaranteed in every situation. A request may be declined if the issue is not genuine, not supported by the required information, or if the product does not meet the required return condition.
4. Replacement Policy
In some cases, instead of a return, a replacement may be offered. A replacement means that the original product may be picked up and another item may be sent in its place, subject to availability and review.
Replacement may be considered where:
- Wrong product was sent.
- Product was damaged during transit.
- Product arrived with missing parts or missing accessories.
- Another similar issue that reasonably supports a replacement request.
Whether a replacement is possible will depend on product availability, serviceability, and our internal review process. If a replacement is not possible, we may offer a return and refund, if the request is otherwise eligible.
5. Product Condition for Return or Replacement
To be eligible for return or replacement, the product must generally be:
- In the same condition in which it was delivered.
- Accompanied by all original packaging, tags, labels, accessories, and related items.
- Unused, unwashed, and unaltered.
- Returned exactly as received, unless the issue itself prevents that condition.
We may reject a request if the product shows signs of misuse, wear, damage caused after delivery, tampering, or missing parts caused by customer handling.
If the product was delivered with a defect, damage, or missing item, we may ask for supporting evidence before proceeding.
6. How to Request a Return, Refund, or Replacement
If you wish to raise a request, you may do so in either of the following ways:
- Through your account on the website, where the relevant order options may be available.
- By contacting us with your order details, including your order number, product name, and a description of the issue.
Please provide clear and accurate information so that we can review your request properly. Depending on the case, we may ask for photographs, videos, or other supporting details to help verify the issue.
Once a request is submitted, it will be reviewed and processed based on the nature of the complaint, the condition of the product, and the information available to us.
7. Verification and Inspection
All return, refund, and replacement requests are subject to verification. We may review:
- Product condition.
- Issue described.
- Supporting photos or videos.
- Order history.
- Any other relevant details.
In some cases, a return pickup or inspection may be arranged. In other cases, we may request that the customer provide evidence before taking a decision.
If the product does not match the order, is damaged due to misuse, or is otherwise not in a condition that supports the request, the claim may be declined.
8. Refund Policy
If a return is approved, the refund may be issued after the returned item is received and reviewed, or after the issue is otherwise verified, depending on the nature of the request.
Refunds are generally made to:
- Original payment method used at the time of purchase.
- Bank account details provided by the customer where applicable.
Refund amounts are typically limited to the amount actually paid for the product, subject to any valid deductions or adjustments permitted under this Policy.
Any promotional benefit, discount, or offer applied to the original purchase may not always be refundable, especially if the benefit was tied to the completed purchase itself.
9. Refund Timelines
Refund processing time may vary depending on the payment method, bank processing time, and verification requirements.
Typical timelines may include:
- Card / UPI / Net Banking / Online payment methods: usually within a few business days after approval and processing,
- Cash on Delivery orders: refunded to the bank account once the required details are verified and processed.
Please note that actual refund times may vary depending on third-party payment systems and banking partners.
10. Special Cases and Product-Specific Conditions
Some products may have special handling requirements depending on their nature, value, category, or technical characteristics. In such cases, the return, refund, or replacement rules may be different from the general policy and may require additional verification.
For certain products, we may require:
- Additional images or videos.
- Proof of the issue.
- Original packaging or accessories.
- Other supporting details before a decision is made.
If a specific product has special return conditions, those details will be shown on the product page or shared at the time of purchase where applicable. In case of any conflict, the product-specific conditions may apply in addition to this Policy.
11. Non-Eligible Requests
A return, refund, or replacement request may be rejected if:
- Issue is not genuine.
- Request is made after the applicable time window.
- Product has been used or altered after delivery.
- Product is returned without required accessories or packaging.
- Product does not match the item originally delivered.
- Request appears fraudulent, abusive, or inconsistent with normal use.
We reserve the right to decline requests that do not meet the standards of this Policy.
12. Abuse and Fair Usage
To maintain fairness and protect the shopping experience for all users, we monitor return and refund behavior.
If we identify excessive, suspicious, or abusive patterns such as repeated return requests, unreasonable claims, refusal of deliveries, or any fraudulent activity, we may restrict the ability to place further requests or take other appropriate action.
Our team may also decline future requests where there is a pattern of misuse or unfair behavior.
13. Changes to This Policy
We may update, modify, or replace this Policy from time to time to reflect changes in our operations, services, or applicable requirements. Any updated version will be posted on this page with a revised “Last Updated” date.
We encourage you to review this Policy periodically. Continued use of the Platform after updates means you accept the revised Policy.
14. Contact Us
If you have any questions, concerns, or requests regarding cancellation, return, refund, or replacement, you may contact us through the details available on our website.
You may reach out to us for:
- Order cancellation requests.
- Return or replacement assistance.
- Refund-related queries.
- Order issue reporting.
- Any other support related to this Policy.
We will make reasonable efforts to review your request and respond as soon as possible.
