Refund policy

Effective date: 24 august 2026

At Orvales.com, we want every customer to shop with confidence.

This Refund Policy explains how to return an item, request a refund, or request an exchange, in accordance with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this Policy limits your statutory rights, including your right of withdrawal and your legal guarantees of conformity and against hidden defects.

1. Cooling-Off Period and 30-Day Returns

In addition to your statutory 14-day right of withdrawal, we offer an extended return period of 30 days from the date of delivery.

For your return to be accepted:

The item must be unused, unworn and in its original condition
The original packaging, tags and accessories must be included
Proof of purchase (order confirmation or receipt) must be provided

Items that are used, damaged, or show signs of wear may not be eligible for a refund, unless the item is faulty or not as described.

2. How to Start a Return

To start a return, please contact us:

Email: info@orvales.com Phone: +31 6 18479307

Please include your order number and the reason for the return.

We will provide you with:

Return instructions
The correct return address
A return shipping label, where required by law (see Section 3)

Please do not send items back without contacting us first. This ensures your return is processed correctly and promptly.

3. Return Shipping Costs

Faulty, Damaged or Not-as-Described Items

In accordance with the Consumer Rights Act 2015, if an item is:

faulty,
damaged on arrival,
not as described, or
different from the item ordered,

you will not be asked to bear the cost of returning it. We will either provide a return label or reimburse your reasonable return postage costs, and you may be entitled to:

a replacement,
a repair, or
a full refund.

Change of Mind / Withdrawal

For returns made under your statutory right to cancel (change of mind), you are responsible for the cost of returning the item to us, as permitted under the Consumer Contracts Regulations 2013. We do not charge any restocking fee.

4. Refunds

Once your return has been received and inspected at our logistics centre:

You will receive a notification of approval or rejection
Approved refunds are processed within 5–10 business days
The refund is issued to your original payment method

Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear on your statement.

If the returned item does not meet the eligibility criteria, we will contact you to discuss the available options.

Inspection Times

Returned items are generally inspected within 1–3 business days of receipt.

5. Exchanges

If you would like to exchange an item:

Contact our customer service team
We will check stock availability
We may advise you to return the item for a refund and place a new order (to speed up processing)