Refund policy

Last updated: July 23, 2026

At Orvain, we want your shopping experience to feel clear, fair, and trustworthy. This Return and Refund Policy explains when you can return an item, how refunds work, and what to do if there is an issue with your order.

By placing an order with us, you agree to the terms set out below.

1. Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

For customers in the European Union, your statutory right of withdrawal applies in addition to our return policy, where required by law. This means you may have the right to cancel your order within 14 days of receiving it, without giving a reason.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and in the same condition that you received it.

  • The item must be returned in its original packaging when possible.

  • The item must not show signs of wear, damage, or misuse.

  • You must provide proof of purchase, such as an order number or confirmation email.

Items returned without a prior return request may not be accepted.

3. Non-Returnable Items

Certain items cannot be returned, including:

  • Items that have been used, damaged, or altered after delivery

  • Items returned outside the return window

  • Items without proof of purchase

  • Items that are not eligible for return under applicable law

If you are unsure whether your item qualifies for a return, please contact us before sending anything back.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is defective, damaged, or incorrect, contact us as soon as possible so we can review the issue and make it right.

When contacting us, please include:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging, if possible

We will review your request and provide the next steps.

5. How to Start a Return

To start a return, contact us at:

  • contact@orvain.shop

  • support@orvain.shop

Please include your order number and the reason for the return. Once your request is reviewed and approved, we will provide instructions on how to send the item back.

6. Return Shipping

Unless otherwise required by law or agreed by us in a specific case, customers are generally responsible for return shipping costs.

If a return is approved because an item is damaged, defective, or incorrect, we will handle the matter in accordance with applicable law and our review of the case.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Please note:

  • It may take several business days for the refund to appear on your account.

  • Original shipping fees, if any were charged, may not be refundable unless required by law.

  • Refunds are issued only after the return has been reviewed and approved.

8. Exchanges

If you would like a different item, the fastest way is usually to return the original item and place a new order once your return is approved.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it. We can only cancel orders before they have been processed or shipped.

Once an order has been fulfilled or shipped, cancellation may no longer be possible.

10. EU Right of Withdrawal

If your order is delivered within the European Union, you may have the right to withdraw from the purchase within 14 days of receiving the goods, without giving any reason, where this right applies under the law.

To exercise this right, you must inform us clearly that you wish to cancel or return the order. You may contact us using the details below.

If you withdraw from the purchase under EU law, the item must be returned in its original condition, where possible, and you may be responsible for return shipping costs unless otherwise required by law or agreed by us.

11. Refund Timing

We aim to process approved refunds promptly. However, the time it takes for the refund to appear in your account may depend on your payment method and financial institution.

If you have not received your refund after a reasonable period, please contact us so we can review the status.

12. Contact Information

If you have any questions about returns or refunds, or if you would like to request a return, please contact us at:

Orvain
Renauweg 54
59955, Germany
Email: contact@orvain.shop
Support: support@orvain.shop