REFUND POLICY

Refund Policy

Orvella – Refund & Returns Policy

At Orvella, customer satisfaction is our priority. We want you to shop with confidence and enjoy a smooth shopping experience. If you are not completely satisfied with your purchase, we are here to help.

1. Refund Eligibility

We offer a 30-day return policy from the date you receive your order. To be eligible for a refund:

* The item must be unused and in its original condition.
* The item must be returned in its original packaging, with all tags and accessories.
* Proof of purchase or an order confirmation must be provided.

2. How to Request a Refund

To request a refund:

1. Contact our customer support team with your order number.
2. Explain the reason for your return.
3. Wait for return instructions and approval.
4. Send the item back following the instructions provided.

Please do not send items back without contacting us first.

3. Refund Processing

Once we receive and inspect your returned item, we will notify you of the refund approval.

Approved refunds will be issued to your original payment method within 5–10 business days. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.

4. Non-Refundable Items

Items that have been used, damaged through misuse, or returned without their original packaging may not qualify for a refund, except where required by law.

5. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect product, please contact us as soon as possible with your order details and supporting photographs. We will arrange an appropriate solution, such as a refund or replacement, in accordance with your statutory rights.

6. Return Shipping

For unwanted items, customers are responsible for return shipping costs unless otherwise stated.

If an item is faulty, defective or incorrectly supplied, Orvella will cover reasonable return costs in accordance with applicable UK consumer law.

7. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. If your order has already been dispatched, you may still be able to return it under our returns policy or exercise your statutory cancellation rights.

8. Late or Missing Refunds

If you have not received your refund:

* Check your bank account again.
* Contact your card provider, as processing times may vary.
* Contact your bank if necessary.

If you have completed these steps and still have not received your refund, please contact our customer support team.

9. Your Legal Rights

This policy does not affect your statutory rights under UK consumer law. For most online purchases, you have a legal right to cancel within 14 days of receiving your order, even if you have simply changed your mind. Faulty goods are also protected by the Consumer Rights Act 2015.

10. Contact Us

For refund-related questions or assistance, please contact our customer support team through our website.

Orvella
Luxury in Every Detail.