Refund policy

Refund and Returns Policy

At Orvica, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
  • In the same condition that you received it.
  • Unused, unworn, and unwashed.
  • With all original tags and labels attached.
  • In its original, undamaged packaging.
  • Accompanied by your receipt or proof of purchase.

How to Start a Return

To request a return, please contact our support team at support@orvica.co.uk. Please include your order number and the reason for your return request.
  • If your return is approved, we will provide you with the appropriate return instructions and documentation.
  • Important Address Notice: To bring you the finest curation of premium pet furniture, we partner with specialized European designers. Consequently, returned items may need to be shipped back directly to the manufacturer's central workshop in Germany.
  • Unless an item is faulty, damaged, or incorrect, the customer is responsible for the full cost of international return shipping and any associated customs tracking. We highly recommend using a tracked shipping service, as we cannot issue a refund for items lost in transit.
  • Please do not send items back without contacting us first, as shipments sent without prior authorization cannot be accepted or processed.

Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, faulty, defective, or you receive the wrong product, please contact us within 48 hours of delivery at support@orvica.co.uk.
To help us resolve this swiftly, please include:
  1. Your order number.
  2. A brief description of the issue.
  3. Clear photographs or a short video showing the damage or defect.
We will assess the issue immediately and work with you to provide a replacement, replacement parts, or a full refund in accordance with your statutory consumer rights.

Non-Returnable Items

Certain types of items cannot be returned under any circumstances:
  • Perishable goods (such as pet food, treats, or supplements).
  • Personalized, bespoke, or custom-made products.
  • Personal care and pet hygiene products (for health and safety reasons).
  • Gift cards.
If you are unsure whether your specific item is eligible for a return, please contact our support team before completing your purchase.

Sale and Promotional Items

In accordance with UK consumer protection laws for online purchases, eligible items purchased during a sale, clearance, or promotion are subject to the standard 30-day return policy outlined above, unless they fall under the "Non-Returnable Items" category.

Exchanges

We do not offer direct item exchanges. If you would like a different size, color, or alternative product, please return your original purchase for a refund. Once your return is accepted, you can place a new order through our store.

European Union 14-Day Cooling-Off Period

If your order is delivered to an address within the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason, without justification. The item must match all criteria listed under our standard return conditions.

Delivery and Transit Issues

If your order has not arrived within our estimated delivery window, please notify us at support@orvica.co.uk. We will investigate the shipment track with our logistics partners and resolve the issue as quickly as possible.

Refused or Undeliverable Orders

If a parcel is returned to our warehouse partners because an incorrect or incomplete delivery address was provided, delivery attempts failed, or the delivery was actively refused by the recipient, the customer will be responsible for any return-to-sender courier charges and re-shipping fees.

Refunds

Once your return is received and inspected by our workshop team, we will send an email notifying you whether your refund has been approved.
  • If approved, your refund will be automatically processed back to your original payment method within 10 business days.
  • Please note that your bank or credit card issuer may require additional processing time to reflect the funds in your account.
  • Original shipping charges are non-refundable unless the item delivered was faulty, damaged, or incorrect.
  • If more than 15 business days have passed since your refund was officially approved and you have not yet received it, please contact us immediately at support@orvica.co.uk.