Return & Refund Policy

Your return period

Ortavino accepts requests for eligible returns made within 30 calendar days after delivery. The request period is measured from the date the order is delivered to the customer, not the date it was purchased or dispatched. This voluntary return period works alongside any statutory withdrawal rights, defect remedies, or other consumer protections that apply in your jurisdiction.

How to start a return

First, send a message to service@ortavino.com with your order number, the item you wish to return, and the reason for your request. If there is a fault, damage, or an incorrect item, describe the issue and, when practical, attach a clear photograph. We will review the request and communicate the next steps. If a parcel needs to be mailed back, support will provide the authorized destination and any identifying instructions necessary for its receipt.

Please do not send a parcel to our company registration address without specific return authorization. Parcels sent to an unapproved destination may not reach the team responsible for returns and could delay resolution.

Condition of returned goods

For a change-of-mind return, items should normally be in substantially their original condition, with accessories, labels, and packaging where reasonably possible, and should not show use beyond what is necessary to examine the item. Please package returns to avoid preventable damage in transit. The condition of an item may be considered when determining a voluntary refund, subject to applicable law. Where an item is defective or not as described, statutory rights are not lost merely because the item has been examined or used in a manner permitted by law.

Items with special limitations

Some items may be excluded from voluntary change-of-mind returns or subject to specific legal rules because of hygiene, perishability, customization, safety, or other characteristics clearly disclosed at purchase. We will not apply an exclusion more broadly than the law permits. If your order involves an item with a special restriction, contact us for a case-specific explanation. A lawful consumer remedy for a faulty or misdescribed item remains available regardless of a voluntary-return limitation.

Who pays to send something back?

For an eligible return based only on personal preference or a change of mind, the customer normally pays the return postage unless a law or the terms of the sale require otherwise. When an item arrives damaged, is defective, or is not the product ordered, we will cover the applicable return cost or arrange another lawful remedy, including a prepaid shipping option where appropriate. We do not charge a restocking fee.

Inspection and refund decision

After a returned item reaches the authorized destination, we may inspect it to confirm the relevant condition and match it to the approved request. We will then communicate whether the refund is approved, whether additional information is required, or whether a different legal remedy applies. Where local law requires a refund without physical return or imposes a shorter deadline, the relevant legal rule takes precedence.

Refund timing and method

For approved refunds, we aim to initiate the refund within 10 business days after approval, except where an applicable law requires a faster action. We ordinarily refund to the original payment method, unless law requires or allows an alternative arrangement agreed with you. The refund-initiation date is not necessarily the date the money appears in your account: payment providers and banks may need extra processing time. If that processing seems unusually delayed, contact us with your order number.

Exchanges and replacements

An exchange may be possible depending on the item's availability and the practical return process. If a replacement is required by consumer law for a faulty or misdescribed product, we will assess the appropriate remedy. If you prefer a different item for personal reasons, please contact support before sending anything back; we cannot promise a replacement variation will be available.

Cancellation before dispatch

You may ask us to cancel an order while it has not been dispatched. Send your request promptly to service@ortavino.com. We will try to stop fulfillment, but cannot guarantee cancellation after processing has advanced. If the order has already shipped, the return procedure or the withdrawal rights that apply in your jurisdiction may be relevant. Any payment that must be refunded following a valid cancellation will be handled in accordance with applicable law.

Delivery problems and consumer rights

If a shipment has not arrived, arrived damaged, or contains a wrong item, contact us before paying for a return or discarding packaging. We will assess the available tracking and order information to identify a suitable solution. This policy does not restrict rights to repairs, replacement, refunds, withdrawal, or other remedies required under applicable consumer-protection law. We will not require a customer to bear a cost that the law places on the merchant.

Company identification and support

Operating Company: Wuhan Pinglixin Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKC8T2H9F
Company Address: Factory Building 6-1381, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@ortavino.com
Contact Phone: +86 15035629847
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

Our registration address is not automatically a return warehouse. The return instructions supplied for your specific approved request determine where a parcel should be sent.