Refund policy

We stand behind every product with a 30-Day Money-Back Guarantee. If you're not satisfied, contact us and we'll make it right, no hassle.

At Orvinia, your satisfaction is our top priority. If you're not completely satisfied with your purchase, we make the return process simple and stress-free. This policy explains how you can return a product and request a refund.

Right of Withdrawal (EU & UK Customers)

If you are a consumer in the European Union or the United Kingdom, you have the statutory right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period will expire 14 days from the day you, or a third party indicated by you, receives the physical goods.

To exercise this right, you must inform us of your decision by a clear statement via email at info@orvinia.com. Once notified, we will refund all payments received from you, including the costs of standard delivery (except for supplementary costs if you chose a premium shipping method).

Return Policy

In addition to your legal rights, we offer a 30-day return policy. This means you have 30 days after receiving your item to request a return under our satisfaction guarantee.

To be eligible for a return, your item must meet the following conditions:

  • The product must be unopened, unused, and in its original packaging.
  • There must be no signs of wear or use.
  • The received shipment must be complete.

Non-Returnable Product Exceptions:
For hygiene and safety reasons, the Right of Withdrawal does not apply to, and we cannot accept returns on, opened consumable products (e.g., gels, powders, or liquids) or items where the safety seal has been broken. Gift cards and sale items are also non-returnable.

Return Shipping:
The customer is responsible for paying all shipping costs associated with returning the item. Shipping costs from the original purchase are non-refundable.

To start a return, contact us at info@orvinia.com. Items sent back to us without first requesting a return will not be accepted.

Send the package through a courier service and provide us with the tracking number. Here are our standard contact details for returns (to be confirmed by our customer service after receiving your proof of purchase):

Company Name: Orvinia
Address: Drijvelden 10 , 2200 Herentals , Belgium
Phone: +32468325313
Email: info@orvinia.com

Refund Policy

We offer refunds in the following cases:
A) You want to return an item and it meets the return conditions mentioned above.
B) The goods are defective or damaged: Our priority is 100% customer satisfaction. If you received a damaged or incorrect product, email us at info@orvinia.com.
C) The goods are not received: If you don't receive the goods within 30 days of purchase, we consider the order lost. We are happy to arrange a replacement or a partial refund, depending on the situation.

Returns & Exchanges

If you want to return an item, we recommend sending an email to info@orvinia.com explaining the reason for your return. We'll gladly assist you and provide instructions.

Missed Pickup & Delivery

If a delivery attempt is made at your provided address and you are unavailable, the package may be sent to a local post office. Please note:

  • You will receive a notification that your package is ready for pickup.
  • It is your responsibility to collect the package within the given timeframe.

We recommend picking up your package as soon as possible to avoid inconvenience.

Accuracy of Address Information

We rely on the accuracy of the shipping information provided by our customers. If you provide an incorrect address or do not pick up your package from the post office, the following applies:

  • It is your responsibility to provide accurate and up-to-date shipping information at the time of purchase.
  • If the package is delivered to an incorrect address due to your error or is not collected from the post office, we will do our best to redirect your package. If the package cannot be recovered, a partial refund may be issued at our discretion.

Shipping Delays

While we do our best to ensure delivery within 7 days of purchase, delays can occur due to unforeseen circumstances. No refunds are issued for items not delivered on a specific date, occasion, or holiday.

Each product description includes an estimated delivery time. Please take this into account when placing your order. Once shipped, an order cannot be cancelled but you may return it within 30 days of receipt.

Contact

Do you have questions about returning your order? Contact us at info@orvinia.com.

For returns (if applicable), the seller will refund all payments received from the consumer, excluding shipping costs, without delay and no later than 7 working days after receiving the return package.

Once we've received and inspected your return, you'll receive an email notifying you of the approval or rejection of your refund. Payments, excluding shipping costs as specified in the general terms, will be refunded via the same payment methods used in the original transaction unless otherwise agreed.

Consumer Complaints – Defective Products

If the goods you purchased from Orvinia turn out to be defective, you have the right to file a complaint.

For defects, you can request the following:

  • Replacement of the item with a non-defective one.
  • Repair of the defect.
  • A price reduction.

You may file a complaint within one year of discovering the defect, provided it falls within the warranty period. Complaints are processed within 30 days of receiving your notice.

Do not return your purchase before emailing us about your complaint at info@orvinia.com.

To ensure a smooth return process, confirm the return address with our customer service via info@orvinia.com, send the package using a courier service, and provide us with the tracking number.