Refund policy
Return & Refund Policy
At ORVURO, we want you to be happy with your purchase. We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Returns
To be eligible for a return, your item should be in the same condition that you received it, unused and, where applicable, in its original packaging. You may also be asked to provide your order number or other proof of purchase.
To request a return, please contact us at support@orvuro.com before sending anything back.
If your return is accepted, we will provide instructions on where and how to return your item. Please do not send items to an address shown on the parcel or to any other address without contacting us first, as this may not be the correct returns address.
Unless the item is faulty, damaged, incorrect, or otherwise covered by your statutory rights, you may be responsible for the cost of returning the item. We will explain any applicable return arrangements when your request is approved.
Items returned without first contacting us may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or incorrect.
Email support@orvuro.com with your order details and, where appropriate, photographs showing the issue. We will review the problem and arrange an appropriate solution.
Nothing in this policy affects your statutory rights under UK consumer law.
Cancellations and Change-of-Mind Returns
For most goods purchased online in the UK, consumers have a legal right to cancel within 14 days of receiving the goods, subject to certain exceptions. After notifying us of a cancellation, you will generally have a further 14 days to return the goods.
ORVURO additionally allows eligible returns to be requested within 30 days of receiving your item, subject to the conditions in this policy.
Exceptions
Certain products may not be eligible for change-of-mind returns where an exception under applicable consumer law applies. Examples can include personalised or made-to-order products, perishable goods and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
This does not affect your rights where goods are faulty, damaged, not as described or otherwise fail to meet your statutory rights.
If you’re unsure whether your item can be returned, contact us at support@orvuro.com.
Exchanges
If you would like a different item, please contact us first. Depending on the circumstances, the simplest option may be to return the original item and place a new order once the return has been approved.
Refunds
Once your returned item has been received and assessed, we will let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method. The time taken for the refund to appear can vary depending on your bank or payment provider.
Where required by applicable UK consumer law, standard outbound delivery charges will also be refunded.
Contact
For return, refund or cancellation questions, contact:
ORVURO
Email: support@orvuro.com