Refund policy

At Orvexiano, we're dedicated to ensuring you're completely satisfied with your purchase.
Our Return and Refund Policy is designed to make the process simple, transparent, and hassle-free for all our customers across the United Kingdom.

Returns

Eligibility for Returns

To qualify for a return under our 30-day return policy:

  • Items must be returned within 30 days of the delivery date.
  • Products should be unused and in their original condition, with original packaging, tags, and accessories where applicable.
  • Proof of purchase or order confirmation must be provided.
  • Certain items may not be eligible for change-of-mind returns, including:

    • Perishable goods

    • Custom or personalised products

    • Sealed hygiene products that have been opened, where applicable

    • Other items exempt under applicable UK consumer law

Please refer to individual product descriptions for specific eligibility details.

How to Initiate a Return

To start a return:

  1. Contact our support team at [email protected] or call +44 1743 438 720.
  2. Include your order number and the reason for return.
  3. Once your request is reviewed, you'll receive return instructions and a return authorisation reference, where applicable.

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise agreed or required by law. Orvexiano will cover reasonable return costs for damaged, defective, or incorrect products where required.

Return Shipping

We recommend using a trackable shipping service or purchasing shipping insurance, as this helps ensure your returned items reach us safely.

Once your return is received and inspected, we'll notify you by email about the approval or rejection of your refund.

Return shipping costs are the customer's responsibility for change-of-mind returns, unless the product was damaged, defective, or incorrect upon arrival, or applicable law requires otherwise.

Return & Refund Window

  • Return Period: 30 days from delivery
  • Statutory Online Cancellation Period: 14 days from receiving the goods
  • Refund Processing: Within 10 business days of approval, subject to statutory deadlines
  • Restocking Fee: None
  • Return Method: By mail
  • Return Label: Customer responsibility for change-of-mind returns
  • Currency: GBP (£) – British Pounds
  • Shipping Coverage: United Kingdom only

Refunds

Refund Processing

Approved refunds are processed within 10 business days (Monday–Friday) and issued to the original payment method.

For statutory cancellation requests, refunds will be issued within the legally required timeframe, generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Partial Refunds

Partial refunds or deductions may apply where legally permitted, including:

  • The returned item has diminished in value due to handling beyond what is necessary to inspect it.
  • The item is damaged or has missing parts due to circumstances not attributable to our error.

Any deductions will be made in accordance with applicable UK consumer protection laws.

Non-Refundable Items

The following items may be excluded from our voluntary change-of-mind return policy:

  • Gift cards
  • Custom or personalised products
  • Perishable goods
  • Opened sealed hygiene products, where legally exempt

These exclusions do not affect your statutory rights regarding faulty, damaged, or misdescribed products.

Late or Missing Refunds

If you haven't received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company or bank, as processing times may vary.
  3. If you've done all of this and still haven't received your refund, contact us at [email protected] or call +44 1743 438 720.

Exchanges

We replace items if they are defective, damaged, or incorrect, subject to availability and applicable consumer rights.

If you need an exchange for the same item, please contact us at [email protected] or +44 1743 438 720 for assistance.

For change-of-mind exchanges, we recommend returning the eligible item and placing a new order.

Contact Us:

🛒Trade Name: Orvexiano

📧Email: [email protected]

📞Phone: +44 1743 438 720

🏠Address: The Square, Shrewsbury SY1 1EG, United Kingdom

🕒Customer Support Hours

Monday – Friday: 10:00 AM – 12:00 PM (CT)

Saturday – Sunday: Closed