Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions described in this policy.

To remain within the return period, please contact us before the 30-calendar-day period expires. Return eligibility will be reviewed based on the product's condition, the reason for the request, and applicable requirements.

If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, please report the issue promptly so we can review it appropriately.

Before sending an item back, email service@orlaveien.com to request return instructions.

Please provide:

• Your order number.
• The name or description of the product you wish to return.
• The reason for the return.
• Relevant photographs or videos where appropriate.
• Photographs of the exterior packaging and shipping label for a damaged, incomplete, or incorrect order, where relevant.

Customer support will review your request and provide the appropriate instructions if the return is approved.

Except where an item is damaged, defective, incorrect, incomplete, or otherwise protected by applicable law, an eligible preference-based return should generally meet the following conditions:

• Unused and in its original condition.
• Complete, unaltered, and not intentionally damaged.
• Returned with all original parts, accessories, inserts, and included materials.
• Returned in its original protective packaging where reasonably possible.
• In a condition that allows reasonable inspection.
• Accompanied by proof of purchase or the applicable order number.

Opening the shipping package does not automatically make a product ineligible for return, provided the item remains complete, unused, and otherwise satisfies the applicable return conditions.

For cutting tools, measuring accessories, sewing machine attachments, and quilting supplies, please handle the product carefully during inspection so that it remains in returnable condition.

Sewing and quilting tools may have minor differences in finish, texture, color tone, dimensions, packaging, or material appearance depending on the product and manufacturing batch.

Such variations do not automatically constitute a defect when the item remains consistent with its product description, stated specifications, and intended function.

If you decide that you do not prefer the color, finish, size, or overall appearance of the product received, you may request a return within the applicable 30-day period, subject to the eligibility requirements in this policy.

A material mismatch, missing component, or functional problem will be reviewed according to the circumstances rather than automatically treated as a preference-based return.

After your request has been reviewed and approved, customer support will provide the appropriate return warehouse address and return instructions.

Unauthorized returns or parcels sent to our registered business address, an incorrect location, or another destination not provided by customer support may be delayed, rejected, lost, or ineligible for processing.

Please follow the approved instructions carefully and retain any return authorization details provided by our support team.

Certain products may not qualify for preference-based returns because of personalization, product condition, safety, or other legitimate considerations. These may include:

• Customized or personalized products that cannot reasonably be resold.
• Gift cards.
• Products clearly identified as “Final Sale” or non-returnable before purchase.
• Items materially altered, misused, or damaged after delivery for reasons unrelated to an original product problem.
• Products returned with missing parts or in a condition that prevents reasonable inspection.

Discounted or promotional products remain eligible under this policy unless they were clearly identified as final sale or non-returnable before purchase.

These limitations do not remove consumer rights that applicable law does not permit us to exclude.

Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us within 7 calendar days after delivery.

Include your order number, a description of the issue, and clear photographs or videos showing the product, packaging, and shipping label where appropriate.

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution at no additional cost for an error attributable to us.

Preference-based returns: If a return results from a change of mind, personal preference, style, or appearance, or another reason not attributable to us, the customer is generally responsible for return shipping costs.

Confirmed problems attributable to us: If we confirm that an item was damaged, defective, incorrect, incomplete, or materially different because of an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.

Original shipping charges are generally not refundable for preference-based returns. If a return results from a confirmed error attributable to us, eligible original shipping charges will also be addressed as part of the approved resolution, subject to applicable law.

No restocking fee is charged for an approved return.

For preference-based returns, customers should use a reliable, trackable shipping service and retain the shipping receipt and tracking number until the return has been completed.

We cannot guarantee receipt of a return package that is shipped without tracking or sent to an address not provided by customer support.

The customer is generally responsible for a preference-based return package until it is received at the approved return destination.

Please package the product securely, include the authorized return information, and follow any specific instructions provided by our support team.

After an approved return arrives at the designated return location, it may be inspected to confirm that the applicable return conditions have been satisfied.

Once the return has been received, inspected, and approved, we will initiate the eligible refund to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to post the credit after the refund has been issued. This additional posting time is outside our direct control.

Approved refunds are normally issued to the original payment method used for the order.

If the original payment method cannot accept the refund, customer support will work with the applicable payment provider to determine an appropriate alternative where permitted.

Depending on the circumstances, product value, shipping costs, and nature of the issue, we may determine that a refund or replacement can be provided without requiring the item to be returned. This decision is made by customer support after reviewing the request.

Exchanges depend on current inventory and product availability.

If you would like a different product, size, or variation, contact customer support before returning your original purchase so that we can review the available options.

If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order for the desired product.

Any replacement or exchange for a confirmed product problem will be handled according to the circumstances and the applicable resolution.

Cancellation requests should be submitted as soon as possible after an order is placed.

We will make reasonable efforts to cancel an order before fulfillment begins. Cancellation cannot be guaranteed after processing, fulfillment, packaging, shipment preparation, or dispatch has started.

No cancellation fee is charged when an order is successfully canceled before fulfillment.

If an order has already been dispatched, please contact customer support to discuss the options available under this policy.

This policy is intended to explain our standard return and refund procedures. It does not limit rights or remedies that cannot lawfully be excluded under applicable consumer-protection law.

Where applicable law provides additional rights or imposes requirements that differ from this policy, those legal requirements will apply.

If you have questions about your return eligibility or an unresolved order issue, please contact customer support for assistance.