Return & Refund Policy

Last Updated: October 2026

At ORVENA, we want you to have a smooth shopping experience. If you receive an eligible product that you are not satisfied with, you may request a return in accordance with the policy below.

1. Return Window

You may request a return within 15 days of receiving your order, subject to the eligibility requirements below.

To request a return, contact us at orvena1144@gmail.com with your order number and reason for the return.

2. Return Eligibility

To be eligible for a return, the product generally must:

• Be unused and unworn

• Be in the same condition in which you received it

• Have its original tags, where applicable

• Be in its original packaging, where applicable

• Include proof of purchase or the relevant order details

Certain products may have additional return conditions depending on their nature.

3. How to Request a Return

Before sending anything back, contact us at:

Email: orvena1144@gmail.com

Please provide:

• Order number

• Reason for the return

• Photos or other information where reasonably required to verify the issue

If your request is approved, we will provide you with the applicable return instructions and return address.

Do not send a product back before receiving return instructions from ORVENA.

4. Damaged, Defective, Incorrect or Missing Items

If you receive an item that is damaged, defective, incorrect, or has missing components, please contact us as soon as possible after delivery.

Please provide your order number and clear photographs of the product and packaging. Additional information or evidence may be requested where reasonably necessary to verify the issue.

We will review the issue and coordinate with our fulfillment/supplier partner where necessary.

5. Non-Returnable Items

Some products may not be eligible for return, including where applicable:

• Products that have been used, worn, washed, or damaged after delivery

• Products without required original packaging or tags

• Hygiene-sensitive or personal-use products where returns are restricted

• Customized or personalized products

• Products clearly marked as non-returnable or final sale

This does not affect any rights you may have under applicable law for products that are defective, damaged, incorrect, or otherwise not as legally required.

6. Return Shipping

Return shipping arrangements and responsibility may depend on the reason for the return and the applicable fulfillment process.

For products that are damaged, defective, incorrect, or otherwise eligible for a seller-caused return, ORVENA will provide appropriate return instructions and assistance.

For change-of-mind or other customer-requested returns, return shipping costs may be the customer's responsibility where permitted by applicable law.

Return shipping labels are not guaranteed unless specifically confirmed by ORVENA for the particular return.

7. Return Inspection

Approved returns may need to be received and inspected before a refund is finalized.

Where applicable, the returned product will be checked for its condition and eligibility.

A refund may be declined or adjusted where a returned product does not meet the applicable return requirements, subject to applicable law.

8. Refunds

Once an eligible return has been received and approved, the applicable refund will be processed to the original payment method where possible.

ORVENA generally processes approved refunds within 10 business days after the return has been received and approved.

The time required for the refund to appear in your account may also depend on your bank, payment gateway, or payment provider.

For Cash on Delivery orders, any approved refund will be handled using the applicable refund method and may require additional customer payment details for processing.

9. Exchanges

We do not guarantee direct exchanges for all products.

Where an exchange is not available, you may be required to return the original product and place a new order, subject to product availability and the applicable return conditions.

10. Cancellations

If you need to cancel an order, contact us as soon as possible at orvena1144@gmail.com.

Cancellation may not be possible once an order has entered processing or has been dispatched.

11. Return-to-Origin (RTO)

RTO refers to an order that is dispatched but cannot be delivered and is subsequently returned through the courier network.

RTO is different from a normal customer return after successful delivery.

Orders may enter RTO because of circumstances such as customer refusal, incorrect address, customer unavailability, incorrect contact information, or delivery/serviceability issues.

Where applicable, RTO handling and costs are subject to the fulfillment arrangements and policies of our fulfillment partner.

Customers should therefore provide accurate delivery information and remain available to receive their orders.

12. Contact Us

For return, refund, replacement, or order-related questions, please contact:

ORVENA
Email: orvena1144@gmail.com