Refund policy

RETURN & REFUND POLICY

Last updated: August 17, 2026

At Orvella, we want you to be satisfied with your purchase. Please read the following Return & Refund Policy carefully before requesting a return.

1. 30-Day Return Policy

Orvella offers a 30-day return period.

You have 30 days from the date your order is delivered to request a return.

To request a return, please contact us at:

lohanetsy@gmail.com

Please include your order number and reason for the return.

Returns sent without contacting us first may not be accepted.

2. Return Eligibility

To be eligible for a return, the item should generally:

be returned in the same condition in which it was received;
be unused and undamaged, except where the return concerns a defective or damaged product;
include its original accessories and components, where applicable;
include proof of purchase or the order number.

We reserve the right to inspect returned items before approving a refund, subject to applicable consumer protection laws.

3. How to Start a Return

To request a return:

Contact lohanetsy@gmail.com within 30 days of receiving your order.
Provide your order number and the reason for your return.
Wait for our return instructions.
Send the item to the return address provided by our customer service team.

Please do not send your return to the business address displayed on our website unless we specifically instruct you to do so.

The appropriate return address may vary depending on the product and order.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return.

For a voluntary return or change of mind under our commercial 30-day return policy, return shipping costs may be the responsibility of the customer where permitted by applicable law.

If you received an incorrect, defective, or damaged product, please contact us before returning it. We will review the situation and provide the appropriate solution in accordance with applicable law.

5. Damaged or Defective Products

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, contact us as soon as possible at:

lohanetsy@gmail.com

Please provide:

your order number;
a description of the issue;
clear photographs showing the product and the problem.

Once your request has been reviewed and approved, our preferred solution is generally to provide a replacement at no additional product cost.

If a replacement is unavailable or another remedy is required under applicable law, we may offer an appropriate alternative, including a refund.

6. Incorrect Items

If you receive a product that is different from the product you ordered, contact us at lohanetsy@gmail.com.

Please provide your order number and photographs of the item received.

Once verified, we will provide an appropriate solution, which may include sending the correct item or issuing a refund where appropriate.

7. Non-Returnable Items

Certain products may not be eligible for return where an exclusion is permitted under applicable law.

Any product-specific return restrictions will be communicated where applicable before purchase.

Please contact us if you are unsure whether your item is eligible for return.

8. Exchanges

The availability of direct exchanges depends on the product and circumstances.

If you wish to exchange an item, contact lohanetsy@gmail.com before sending anything back.

We will provide the available options based on your order.

9. Refunds

Once an eligible returned item has been received and inspected, we will inform you whether the refund has been approved.

If approved, the refund will generally be issued to the original payment method.

Please note that your bank, card issuer, or payment provider may require additional time to process and display the refund.

10. Order Cancellations

If you wish to cancel an order, contact us as quickly as possible at:

lohanetsy@gmail.com

If your order has not yet been processed or shipped, we will make reasonable efforts to cancel it.

Once an order has entered processing or has been shipped, cancellation may no longer be possible. You may instead request a return after receiving the order, subject to this policy and applicable law.

11. Lost Packages

If your package appears to have been lost during transit, contact us at lohanetsy@gmail.com with your order number.

We will review the available tracking information.

If the package is confirmed as lost and the customer is not responsible for the loss, we will provide an appropriate solution, which may include a replacement or refund.

12. Packages Marked as Delivered

If tracking information shows that your package was delivered but you cannot locate it, please first check:

around your delivery location;
with other members of your household;
with neighbors where appropriate;
any delivery notices or information provided by the carrier.

If you still cannot locate the package, contact us at lohanetsy@gmail.com so we can review the situation.

13. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory consumer rights or remedies available under applicable law.

Where mandatory consumer protection rules provide rights beyond this policy, those rights will continue to apply.