Returns, Refunds & Cancellation Policy

We accept eligible returns within 30 days of delivery.

To qualify for a return, the item should:

• Be unused and in its original condition
• Be returned in its original packaging where reasonably possible
• Include proof of purchase or a valid order number
• Meet any product-specific return conditions shown before purchase

Contact our Customer Support team before sending an item back.

Email support@orinovae.com and include:

• Your order number
• The item or items you want to return
• The reason for the return
• Relevant photographs if the product has a problem

After reviewing your request, our team will provide:

• The correct return address
• Return instructions
• Any reference information required
• The next steps for your return

Return-shipping responsibility depends on the reason for the return.

Change-of-mind returns

If an eligible item is returned because you have changed your mind, return shipping costs are normally the customer's responsibility, except where applicable law or a specific ORINOVAE offer states otherwise.

• Use a trackable return service where possible
• Keep proof of postage until the return is completed
• Package the product carefully to prevent damage in transit
• Use the return address provided by Customer Support

Faulty or incorrect items

If an item is confirmed to be damaged, defective, incorrect, or not as described, ORINOVAE will provide an appropriate resolution and cover reasonable return costs where required.

Please inspect your order after delivery and contact us promptly if something is wrong.

We recommend contacting us within 7 days of delivery if an item arrives:

• Damaged
• Defective
• Incorrect
• Incomplete
• Materially different from its description

Email support@orinovae.com and include:

• Your order number
• A photograph of the complete product
• Close-up photographs showing the issue
• Photographs of the product packaging
• A photograph of the shipping label where relevant
• A brief explanation of the problem

If the issue is confirmed, the resolution may include:

• A replacement
• A repair where appropriate
• A full or partial refund
• Another practical resolution agreed with you

We will email you after your return has been received and reviewed.

If approved, the refund will normally be issued to the original payment method used for the purchase.

Your bank, card issuer, or payment provider may need additional time before the refund appears in your account.

• Refunds are normally returned to the original payment method
• Bank processing times are outside ORINOVAE's direct control
• Currency conversion or international bank charges may affect the amount shown in your local currency
• Delivery charges will be refunded where required by applicable law

Refunds may take additional time to appear after they have been issued.

If you have received a refund confirmation but cannot see the funds:

1. Check the account connected to the original payment method again.
2. Contact your card issuer or payment provider and ask whether the refund is pending.
3. Contact your bank, as internal processing times may vary.
4. If the refund is still missing, contact ORINOVAE Customer Support.

Include your order number and the date of the refund confirmation so we can investigate efficiently.

Contact us as soon as possible if you need to change or cancel an order.

Email support@orinovae.com with your order number and requested change.

• Cancellation is normally free before processing or fulfilment begins
• We will try to update delivery information before fulfilment
• Once an order has entered fulfilment or shipping, cancellation may no longer be operationally possible

If cancellation is no longer possible, the order may still qualify for return after delivery under this policy.

Certain products may be excluded from change-of-mind returns for hygiene, safety, personalisation, or product-specific reasons.

Examples may include:

• Personalised or custom-made products
• Sealed hygiene-sensitive products after the protective seal has been removed
• Perishable products
• Products identified as final sale where legally permitted
• Products damaged through misuse or unauthorised alteration

Where an exclusion applies, it will be stated on the relevant product page or communicated before purchase where reasonably possible.