Refund 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 and unworn
- With all original tags attached (where applicable)
- In its original packaging
- Accompanied by your receipt or proof of purchase
How to Start a Return
To request a return, please contact us at:
Email: support@orvica.co.uk
Please include your order number and the reason for your return.
If your return is approved, we'll provide you with the correct return address along with instructions on how to return your item.
Please do not send items back without contacting us first, as we may be unable to process your return or refund.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning items.
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 item, please contact us within 48 hours of delivery at support@orvica.co.uk.
Where possible, please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
We'll assess the issue and work with you to provide an appropriate resolution, such as a replacement or refund, in accordance with your legal rights.
Non-Returnable Items
Unfortunately, certain items cannot be returned, including:
- Perishable goods (such as food, flowers or plants)
- Personalised or custom-made products
- Personal care and hygiene products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
If you're unsure whether your item can be returned, please contact us before requesting a return.
Sale Items
Unless faulty, damaged or not as described, sale or clearance items cannot be returned.
Exchanges
We do not offer direct exchanges.
If you'd like a different item, please return your original purchase (if eligible). Once your return has been accepted, you can place a new order.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without giving a reason.
Items must be returned:
- Unused and unworn
- In their original packaging
- With any tags attached
- Together with proof of purchase
This right is subject to any applicable legal exceptions under EU consumer law.
Delivery Issues
If your order has not arrived within the estimated delivery timeframe, please contact us at support@orvica.co.uk.
We'll investigate the shipment with our supplier or delivery partner and work to resolve the issue as quickly as possible.
Refused or Undeliverable Orders
If an order is returned to us because an incorrect delivery address was provided, delivery attempts were unsuccessful, or the parcel was refused by the customer, additional shipping charges may apply before the order can be resent.
Refunds
Once we receive and inspect your returned item, we'll let you know whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process and display the refund.
Original shipping charges are non-refundable unless the item was faulty, damaged, incorrect, or required by applicable consumer law.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at: