Return Policy

Return & Refund Policy

At ORAVISG, we want returns and refunds to be as clear and straightforward as possible.

This Return & Refund Policy applies to eligible purchases made through oravisg.com.

1. 30-Day Return Period

Eligible products may be requested for return within 30 days from the date confirmed delivery takes place.

Before sending an item back, please contact our customer care team:

• Email: service@oravisg.com

We will review your request, determine whether the product is eligible, and provide the appropriate return instructions and return address.

Please do not send a product back before contacting us. Returns sent without authorization or to an address that has not been provided by our support team may be delayed or may not be processed.

2. Conditions for an Eligible Return

Unless the product arrived damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or maintained in like-new condition

• Free from damage or pet hair/odors caused after delivery (please ensure items are clean and free of pet fur when trying them on or returning them)

• Unmodified

• Returned with all originally supplied components

• Returned with any included accessories, detachable parts, or hardware

• Accompanied by product instructions or inserts where provided

• Returned in the original protective packaging where reasonably possible

We may also request proof of purchase, such as your order number or confirmation email.

Because ORAVISG offers structured pet items such as enclosed pet beds and multi-level cat climbing trees, as well as delicate pet apparel, returned products should be packaged carefully to minimize the risk of damage or deformation during transportation.

Returned items may be inspected before a refund is approved.

3. Opened or Used Products

Simply opening a product or allowing a pet to gently inspect it does not automatically prevent it from being returned.

However, where permitted by applicable law, preference-based returns involving opened or used products may be inspected to determine their condition.

Returned products should generally not show evidence of:

• Excessive use, severe scratching, chewing, or pet damage

• Stains, heavy pet hair, or odors acquired after delivery

• Unauthorized repairs, alterations, or modifications

• Missing accessories, hardware, or components

• Damage caused by inappropriate washing, drying, or handling

Where customer or pet handling beyond what is reasonably necessary to inspect or evaluate a product results in a material loss of value, an appropriate deduction may be made where permitted by applicable law.

4. Items That May Not Be Returnable

Where legally permitted, certain products may be excluded from preference-based returns, including:

• Personalized or customized pet items

• Gift cards

• Products clearly identified as final sale

• Products damaged through misuse, severe pet chewing, or improper handling

• Products modified or repaired without authorization

• Products missing significant components or hardware because of handling

• Other products clearly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the relevant product page or communicated before a return is approved.

Nothing in this section is intended to restrict statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your ORAVISG order reasonably soon after delivery.

This is especially important for items such as:

• Multi-level cat climbing trees and scratching posts

• Enclosed pet beds with structural supports

• Specialized pet apparel (Royal Princess, Festive Dress-Up, and Cute Cartoon styles)

If your order arrives:

• Torn, stained, or structurally compromised

• Broken or defective

• Incorrectly supplied (wrong size, style, or color)

• Missing accessories or assembly hardware

• Incomplete

Please contact us as soon as reasonably possible.

To assist with our review, we may request:

• Your order number

• Product name

• Clear photographs of the product or defect

• Photographs of the internal protective packaging

• Photographs of the external shipping package

• A photograph of the shipping label, where available

• A short video showing the problem where useful (especially helpful for structural stability issues on cat trees or sizing/stitching concerns on pet apparel)

After reviewing the information provided, we will explain the appropriate next steps based on the circumstances, applicable ORAVISG policies, and relevant consumer laws.

6. Basic Product Checks Before a Return

For certain product issues, our customer support team may suggest simple checks before arranging a return.

Depending on the product, these may include:

• Checking assembly steps or screw tightness for cat climbing trees

• Allowing vacuum-sealed plush pet beds 24–48 hours to expand and regain their shape after unpacking

• Verifying apparel sizing charts and care instructions

You are not required to continue using any product that appears structurally unsafe, severely damaged, or otherwise unsuitable for use.

7. Return Shipping Costs

For preference-based returns, including situations such as:

• Changing your mind

• Selecting the wrong size, color, style, or variation

• No longer wanting the item

• The product not matching your personal preferences

• Other reasons that did not result from an error by ORAVISG

The customer is generally responsible for return shipping costs where permitted by applicable law.

If ORAVISG confirms that a product was:

• Damaged during delivery

• Defective or structurally compromised

• Incorrectly supplied

• Incomplete

• Otherwise eligible for seller-paid return costs under applicable law

We will provide the appropriate return or resolution instructions.

Please do not purchase expensive international return shipping independently before receiving instructions from our customer care team.

8. Original Shipping Fees

For preference-based returns, the original shipping cost is generally non-refundable unless:

• ORAVISG expressly states otherwise

• The return resulted from an error on our part

• The product was damaged, defective, or incorrectly supplied

• Applicable law requires reimbursement

9. Return Address

Our return location may vary depending on:

• Product type and dimensions

• Fulfillment location

• Customer destination

• Warehouse location

• Logistics arrangements

• Reason for return

For this reason, please do not send returns to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your request has been reviewed and approved.

10. Preparing Your Return

ORAVISG offers plush pet items, apparel, and structured pet furniture. Returned items should be packed carefully to reduce movement, damage, or deformation during return transportation.

Where reasonably possible, please return:

• The main product (pet bed, cat tree components, or apparel)

• All original accessories, detachable pieces, or decorative elements

• Assembly hardware (if returning cat tree parts)

• Product inserts or tags

• Original protective packaging where possible

Customers are responsible for adequately packaging preference-based returns.

11. Missing Accessories or Components

Where permitted by law, a refund may be reduced if a returned product is missing items originally supplied with it, such as:

• Detachable clothing accessories or capes

• Cushion inserts

• Assembly screws or brackets for cat trees

• Original packaging or inserts

Any applicable deduction will depend on the circumstances and relevant legal requirements.

12. Inspection of Returned Products

After receiving a return, we may inspect the item to confirm:

• Product identity and SKU match

• Return eligibility and condition

• Reason for return

• Included accessories, hardware, and components

Authorization to return a product does not necessarily mean that a refund has been finally approved. Final refund eligibility may be determined after the returned product has been received and inspected.

13. Refunds

Once an eligible return has been received, inspected, and approved, the refund will generally be sent to the original payment method.

After ORAVISG submits a refund, your bank, card issuer, or payment provider may need additional time to process the transaction and display the funds in your account. These processing times are determined by the relevant financial institution.

14. Possible Refund Deductions

Where applicable law allows, an appropriate deduction may be made when a product has experienced a material loss in value because of:

• Missing accessories, hardware, or components

• Excessive use, stains, or heavy pet hair/odors

• Customer-caused tears, structural breaks, or damage

• Unauthorized alterations or repairs

• Improper washing or maintenance

• Damage occurring after delivery

Any deduction will be assessed according to the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current inventory. ORAVISG products are available in various sizes, colors, and styles (including pet apparel, beds, and cat trees).

Because inventory changes, your preferred replacement may not always be available. If a direct exchange cannot be arranged, the simplest available process may be to:

1. Request a return for the eligible original product.

2. Complete the approved return procedure.

3. Place a separate order for your preferred item.

Please contact customer support before returning an item for exchange.

16. Order Cancellations

If you would like to cancel an order, contact us as soon as possible after placing it:

• Email: service@oravisg.com

We will make reasonable efforts to process your request before fulfillment begins. Cancellation cannot be guaranteed once an order has entered processing, packaging, fulfillment, or shipping preparation.

If your package has already shipped, you may need to follow the applicable return process after receiving it.

17. Refunds for Successfully Canceled Orders

If an order is successfully canceled after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the relevant payment provider.

Your financial institution may require additional processing time before the refunded amount appears in your account.

18. Refused or Unclaimed Packages

Refusing a delivery does not automatically make an order eligible for a full refund.

If a package is refused, remains unclaimed, or is returned to the sender, contact us so we can review factors including:

• Shipment status and tracking history

• Carrier charges

• Product condition and packaging integrity

• Return eligibility and circumstances

Where legally permitted, reasonable shipping or return costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.

19. International Returns

International returns may involve additional shipping expenses, customs procedures, carrier requirements, documentation, and transit time.

Please contact us before sending any international return. Except where responsibility cannot legally be excluded, ORAVISG is not responsible for unnecessary shipping expenses or customs charges resulting from a return being sent without following the instructions provided by our customer support team.

20. Consumer Rights

This Return & Refund Policy is intended to supplement, rather than replace, rights provided by applicable consumer laws.

Depending on your country, state, province, or region, you may have additional statutory rights concerning defective products, product conformity, damaged goods, repairs, replacements, returns, refunds, or cancellation rights.

Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded. If mandatory consumer protection legislation provides you with greater rights than this policy, those statutory rights will continue to apply.

21. Contact Us

For questions concerning returns, refunds, exchanges, damaged or defective products, or order cancellations, please contact:

• Brand Name: ORAVISG

• Official Website: oravisg.com

• Legal Corporate Entity: Yantai Gaohe Trading Co., Ltd.

• Unified Social Credit Code: 91370613MAEA1L354W

• Registered Address: Room 812, Building 2, No.177 Yingchun Street, Chujia Subdistrict, Yantai City, Shandong Province, 264003, P.R.China

• Customer Support Email: service@oravisg.com

For questions relating to an existing order, please provide your order number and the email address used during checkout.

For damaged items, please also provide clear photographs showing the product and its packaging so that our team can review the issue efficiently.

For your security, please do not send full payment-card numbers, CVV/security codes, or account passwords by email.

oravisg.com is owned and operated by Yantai Gaohe Trading Co., Ltd.