Returns & Refund Policy
At Orvana we have a 30-day return policy, which means you have 30 days after receiving an item to initiate a refund.
To be eligible for a return, your item must be in its original packaging. You’ll also need the receipt or proof of purchase.
To initiate a return, simply contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Once we receive and inspect the package, we will contact you and issue a full refund.
Once issued, the refund takes 3-5 days to be completed.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
To cancel an order, you need to contact us within 12 hours of it being placed. This way we have time to cancel the order before it is shipped out. If you contact us after the 12 hour period for a cancelation and it has already been shipped, we will provide you with a return shipping label. From here, you will receive the item, return it, then once it approves inspection we will contact you and a full refund will be issued.
Damaged or Wrong Items
Please inspect your order upon arrival. If the item arrives defective, damaged or if you receive the wrong item, send us a picture of it at email@example.com and we will make things right by giving you the choice of a full refund or a replacement without asking you to return it.
Order Never Arrived
If you place an order and it doesn't arrive within 2-3 weeks, please contact us at firstname.lastname@example.org. From here, our team will give you the choice of a replacement or a full refund.
The best way to exchange a product is to return the item you have. Once the return is accepted, we will issue a full refund. You can then make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Once issued, refunds take 3-5 days to be completed.
If you have any further questions, please do not hesitate to contact us at email@example.com.