Returns, Refunds & Cancellations

Orvion currently operates on cash on delivery. You do not pay when you place an order — you pay the seller the agreed amount at the moment the watch is handed to you. This shapes everything below: before delivery there is no money to refund, so cancelling is simply cancelling; after delivery, money has already changed hands directly between you and the seller.

The sales contract is between the buyer and the seller. Orvion operates the platform, holds the record of the transaction, and mediates when something goes wrong — but is not a party to the sale and does not take custody of your payment.

You may cancel an order at any point before the watch has been dispatched to you, from the order page in your dashboard. Because nothing has been paid, no refund is required and no fee is charged. The seller is notified and the watch returns to the marketplace.

A seller may likewise cancel before dispatch — for example if the piece is no longer available. Repeated cancellation by a seller is treated as a reliability problem and may lead to account restrictions.

Orders that are never dispatched are cancelled automatically after 14 days, so a stalled order does not hold a watch off the market indefinitely. You are notified when this happens.

Because you inspect the watch before paying, cash on delivery gives you a practical final check. If the watch that arrives is clearly not the watch that was listed, you may refuse delivery and pay nothing. Tell us through Report a problem on the order so the refusal is recorded against the order rather than looking like an unexplained rejection.

Refusing delivery repeatedly and without cause may lead to account restrictions, as described in the Terms of Service.

If a problem only becomes apparent after you have taken the watch, use Report a problem on the order. You can do this while the order is in transit to you, and for 14 days after the order is completed. Reporting freezes fulfilment on an order that has not completed yet, and opens a case an Orvion administrator reviews.

You will be asked to choose the category that fits:

• Item not received — the watch never arrived.
• Not as described — it differs materially from the listing (wrong reference, undisclosed condition, missing box or papers that were advertised).
• Arrived damaged — it was damaged in transit or is not in the stated condition.
• Suspected counterfeit — you believe the piece is not genuine.
• Other — anything the categories above do not cover.

Include photographs and any paperwork. Evidence is what lets a case be resolved quickly, and a suspected-counterfeit report is taken seriously in both directions — for the buyer who may have been defrauded, and for the seller whose reputation is at stake.

Both parties are notified when a case opens. An administrator reviews the order, the listing as it was published, any verification report, and the evidence submitted, and reaches one of four outcomes:

• Refund to buyer — the seller is required to return the amount paid, against return of the watch.
• Order cancelled — the order is unwound before completion; nothing is owed.
• Released — the order stands and proceeds normally.
• No action — the report does not require a change to the order.

You are told the outcome and the reasoning. Because Orvion does not hold your payment, a refund is an obligation on the seller that Orvion records and enforces through account standing — not a sum Orvion releases from escrow. A seller who does not honour a resolved refund faces suspension and removal from the marketplace.

Where a case is resolved as a refund, the watch must be returned to the seller in the condition it arrived, with all boxes, papers and accessories that came with it, using a tracked and insured service. Send it only once the outcome is confirmed — a watch returned before that is at your own risk.

Return shipping is paid by the seller where the watch was misdescribed, damaged, or not genuine. Where the return is a change of mind that the seller has agreed to accept, the buyer pays.

Orvion does not impose a change-of-mind return right on sellers, because you inspect the watch before paying for it. Individual sellers may choose to accept one; that is a matter between you and the seller and is not enforced by Orvion.

Nothing on this page limits rights you have under consumer-protection law that cannot be limited by agreement. Where such a right applies, it takes precedence over this policy.

Where you paid for optional authenticity verification, that fee covers the inspection that was carried out and is not refunded if the sale is later cancelled for an unrelated reason. If a verification failed and that is why the sale did not proceed, the fee is refunded.

Questions about an order, a case, or this policy? Contact support@orvion.watch with your order number.