Refund policy

1. Return and Refund Policy

Last updated: 10 July 2026

At ORVAN, we want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and the conditions applicable to returns, cancellations, exchanges and refunds.

14-Day Right to Cancel

You have the right to cancel your purchase within 14 days of receiving your order, without giving a reason.

To exercise your right to cancel, contact us at:

Email: support@orvan.online

Your cancellation request must be sent within 14 days of the date on which you, or a person nominated by you, received the goods.

After notifying us of your decision to cancel, you must return the goods within a further 14 days.

Return Eligibility

To qualify for a return, the item should:

Be returned in the same condition in which it was received;
Be unworn, unused and unwashed;
Have its original tags attached, where applicable;
Be returned with its original packaging; and
Include proof of purchase or the relevant order number.

You may inspect an item as you would reasonably do in a physical shop. We may reduce the refund where the item has lost value because it was handled beyond what was necessary to establish its nature, characteristics and functionality.

Requesting a Return

Before returning any item, please contact support@orvan.online and provide:

Your full name;
Your order number;
The product you wish to return;
The reason for the return; and
Photographs, where the item is damaged, faulty or incorrect.

Do not return products to the business address without first receiving return instructions from our customer support team.

Returns sent without prior authorisation may not be accepted.

Return Shipping Costs

For returns made because you changed your mind, the customer is responsible for the direct cost of returning the item, unless we confirm otherwise.

We recommend using a tracked postal service and retaining proof of postage. ORVAN cannot be held responsible for return parcels lost or damaged in transit.

If the item is faulty, damaged, incorrect or materially different from its description, we will provide appropriate return instructions and cover reasonable return costs where required by law.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery.

Contact us as soon as reasonably possible if your item is defective, damaged, incorrect or not as described. Include clear photographs of:

The product;
The issue or damage;
The packaging; and
The shipping label.

Your statutory rights are not affected. Goods sold by ORVAN must be of satisfactory quality, fit for purpose and as described.

Non-Returnable Items

Unless faulty or otherwise required by law, returns may not be accepted for:

Personalised or made-to-order goods;
Sealed hygiene-sensitive goods after the seal has been removed;
Underwear or intimate products where the hygiene seal has been removed;
Earrings or other pierced jewellery where the hygiene seal has been removed;
Gift cards;
Products that deteriorate or expire rapidly; and
Items marked as final sale where excluding returns is legally permitted.

Please contact us before purchasing if you are unsure whether a product can be returned.

Exchanges

The quickest way to obtain another size, colour or product is to return the original item and place a new order once the return has been approved.

Exchanges are subject to product availability.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method. We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Where the entire order is cancelled under your statutory cancellation rights, we will refund the standard outbound delivery charge. Additional costs resulting from choosing a more expensive delivery method will not normally be refunded.

Refunds will be processed without undue delay and normally within 14 days after receiving the returned goods or acceptable evidence of return.

Your bank or payment provider may require additional time to display the refund in your account.

Order Cancellation Before Dispatch

We cannot guarantee changes after an order has entered processing or has been dispatched. If dispatch cannot be stopped, you may request a return after delivery.

Refused and Unclaimed Deliveries

Customers are responsible for providing a complete and accurate delivery address.

Where an order is returned because it was refused, unclaimed or addressed incorrectly by the customer, reasonable delivery and return costs may be deducted from the refund, to the extent permitted by law.