Refusionspolitik

We operate a 60-day returns policy. You may request a return within 60 days of receiving your item.

Eligibility for Return:

To qualify for a return, the item must:

• Be in its original condition, undamaged, unwashed, unworn, and unused.
  
  

• Include all tags and be in the original packaging.
  
  

• Be accompanied by proof of purchase (receipt or order confirmation).
  
  

Returns without prior email authorisation will not be accepted.

To request a return, contact: info@orviene.com

Initiate a return:

• To initiate a return, please contact our customer service at info@orviene.com

• Please include your order number, a detailed reason for the return, and any supporting images.

Shipping costs for returns:

Shipping costs for returns are the responsibility of the customer, unless the return is due to an error on our part or the product is defective/incorrect. Please note that delivery delays due to customs clearance that are beyond our control are not valid reasons for initiating a return.

Request for change

Exchanges are only possible within the specified return period, usually within 14 days from the date of delivery. Please ensure that the product is properly packaged to avoid damage during transport. We only offer exchanges for products of the same value. If the exchange item has a different value, the customer is required to pay the price difference. The customer is responsible for the cost of return shipping .

Restoration fee:

All returns are subject to a 15% restocking fee. This fee is to cover costs associated with handling returns, restocking, and any depreciation of the returned goods.

Non-Returnable Items :

For hygiene, safety, and legal compliance, we do not accept returns or provide refunds for the following items or circumstances:

• Consumables, including supplements, food, cosmetics, and skincare.
  
  

• Underwear, lingerie, swimwear, or other intimate apparel.
  
  

• Items that have been opened, worn, damaged, or used.
  
  

• Discounted, Promotional, or Sale items.
  
  

• Gift cards.
  
  

• Made-to-order or personalised items.

• Bundle Orders : While we generally do not accept partial returns for items in a bundle (items purchased in packs of 2, 3, 4, 5, etc. are also considered bundle sales and will not be refunded if one or more of the items have been opened and/or used), customer satisfaction is our top priority and exceptions may be made depending on individual circumstances. If you have any concerns or special requests, please contact our customer service at info@orviene.com. We are committed to ensuring that our customers are happy with their purchase.

• Special Cases: In some cases, we may choose to send you a replacement item without you having to return the original item. If you are not satisfied with the replacement item, both the original and replacement items must be returned in order for you to receive a refund. Please note that this is a one-time exception and any subsequent replacement items will only be issued after the items have been returned.

Change-of-mind returns are not accepted, unless expressly stated on the relevant product page.

 

Damage and Issues

Please inspect your order upon receipt. If an item is defective, damaged, or incorrectly supplied, you must contact us within 7 days of delivery with clear photographic or video evidence.
Without visual evidence, we cannot process your return.

Return Shipping & Costs

You are responsible for the cost of return shipping, except where the product is defective, damaged, or incorrectly supplied.

Returns must be sent only to the specified return address, which depends on the point of dispatch:

• If the item was dispatched from our own warehouse, it must be returned to our UK head office.
  
  

• If the item was dispatched directly by an external processing or shipping partner, it must be returned to that logistics company’s address.
  
  

Return instructions and the correct return address will be provided only after your return request has been approved. Unauthorised returns will not be accepted.

Return Address:

All authorised returns must be sent to:

Warehouse , 5th Floor,

Building 4 , Phase 2,

Niannianhong Furniture Group,

Choujiang Street, Yiwu City,

Zhejiang Province 322000

Refunds:
Once we receive and inspect your return, we will notify you of the outcome.
If approved, your refund will be processed to the original payment method within 7–10 working days.
We do not provide cash refunds or refunds via third parties.
Your bank or card issuer may require additional time to complete processing.

Conditions for waiver:

The storage fee may be waived under certain circumstances, such as:

The item received is defective or damaged upon arrival.

The wrong item was sent and a replacement item is not available.

Requests for exceptions will be considered on a case-by-case basis.

Fraud and Chargebacks
We reserve the right to dispute chargebacks arising from unfounded claims or fraud.
Customers who misuse our returns or refunds policy may be blocked from future purchases.
Fraudulent disputes or false claims may result in legal action.

 

Contact

For all queries or return requests: info@orviene.com.