Refund Policy
Last Updated: September 15, 2026
At ORDENLIO, we want customers to feel confident when shopping with us.
This policy explains our return, replacement, cancellation, and refund procedures.
30-Day Return Window
Customers may request an eligible return within 30 days after receiving the order.
To qualify for a standard return, the product should generally:
- Be in substantially the same condition in which it was received
- Be unused where applicable
- Include the original accessories and components
- Include the original packaging where reasonably possible
- Be accompanied by proof of purchase or an ORDENLIO order number
To request a return, please contact:
Please do not send products back before receiving return instructions from us.
Damaged, Defective, Missing or Incorrect Products
Please inspect your order after delivery.
Contact us if your product:
- Arrives damaged
- Is defective
- Is materially different from the item ordered
- Is the wrong product
- Is missing an item, accessory, or component
Please provide your order number together with clear photographs or videos showing the issue where appropriate.
Once the issue has been reviewed and verified, we will provide an appropriate resolution, which may include:
- Replacement
- Partial refund
- Full refund
Where a physical return is required because the product is defective, damaged, incorrect, or the issue resulted from an error on our part, we will cover or reimburse reasonable return shipping costs where appropriate.
Return Authorization
Return addresses may vary depending on the product, fulfillment location, and customer location.
Do not automatically send returns to the METRO RICH LIMITED business address.
Once your return request has been approved, our customer service team will provide the applicable return instructions.
Products returned without authorization or sent to an incorrect location may experience significant processing delays.
Return Shipping Costs
If a return results from a verified defect, damage, incorrect product, or error on our part, ORDENLIO will cover reasonable return shipping costs where a physical return is required.
For discretionary returns where the product is not defective and ORDENLIO was not responsible for the reason for return, the customer may be responsible for return shipping costs unless applicable law requires otherwise.
Refunds
Once an approved return has been received and reviewed, we will notify you regarding the refund.
Approved refunds will normally be issued to the original payment method.
After a refund has been issued by us, the time required for the funds to appear in your account will depend on your bank, card issuer, or payment provider.
ORDENLIO does not control the internal processing time of financial institutions.
Original shipping charges may be non-refundable for discretionary returns unless applicable law requires otherwise.
Where the return results from an error on our part, applicable shipping charges will also be considered as part of the resolution.
Exchanges and Replacements
Where appropriate, we may offer a replacement rather than a refund for damaged, defective, missing, or incorrect products.
We will explain the available options before completing the resolution.
Non-Returnable Items
Certain items may not qualify for discretionary return where permitted by applicable law, including:
- Gift cards
- Products specifically identified as final sale before purchase
- Customized or personalized products
- Products materially damaged through misuse after delivery
These restrictions do not limit any mandatory consumer rights relating to defective, damaged, incorrectly supplied, or materially misdescribed products.
Order Cancellations
If you wish to cancel an order, please contact:
as soon as possible.
We will make reasonable efforts to cancel an order that has not yet entered fulfillment.
Once an order has been dispatched, cancellation may no longer be possible and the standard return procedure may apply.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit consumer rights that cannot legally be excluded or restricted under applicable law.
Contact Us
ORDENLIO
Operated by METRO RICH LIMITED
Customer Service: service@ordenlio.com
Business Address:
Shop No. 1, L7, MegaBox, Enterprise Square Five
38 Wang Chiu Road
Kowloon Bay, Kowloon
Hong Kong