Orvense

Refund and Returns Policy

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Refund and ~

Returns Policy

At Orvense, your satisfaction is our priority. If a product doesn’t meet your expectations, we offer you the possibility to return it under the conditions described below.

1. Return period

You have 14 calendar days from receiving your order to return a product.

To be eligible for a return, the product must be in its original condition:

  • Unopened and unused
  • In its intact original packaging
  • With all accessories and documentation provided

2. Non-returnable products

For hygiene and safety reasons, certain products cannot be returned once opened or used:

  • Skincare products whose security seal has been broken
  • Opened or partially used products
  • Products without original packaging

Products on promotion or sale may also be subject to specific return conditions, mentioned at the time of purchase.

3. How to make a return

To initiate a return, please follow these steps:

  1. Contact our customer service at contact@orvense.com indicating:
    • Your order number
    • The product(s) concerned
    • The reason for return
  2. You will receive a Return Authorization Number (RMA) along with shipping instructions.
  3. Carefully pack the product in its original packaging and ship it to the indicated address.
  4. Keep your proof of shipment until you receive your refund.

4. Return costs

Return shipping costs are the customer’s responsibility, except in the following cases:

  • Defective or damaged product
  • Error on our part (incorrect product delivered)

In these situations, we cover the return costs. Please contact us before shipping.

5. Refund processing

Once your return is received and inspected, we will send you a confirmation email.

The refund will be processed within 14 business days following receipt of the returned product, via the same payment method used during purchase.

Refunded amount:

  • Product price (excluding initial shipping costs)
  • Initial shipping costs are only refunded in case of defective product or error on our part

6. Product exchanges

We do not perform direct exchanges. If you wish to receive a different product:

  1. Return the initial product following the procedure above
  2. Place a new order for the desired product

7. Defective or damaged products

If you receive a defective, damaged or incorrect product, please contact us immediately at contact@orvense.com with:

  • Photos of the product and packaging
  • Your order number
  • A description of the problem

We will offer you a free replacement or full refund, including shipping costs.

8. Cancelled orders

You can cancel your order before it ships by contacting us at contact@orvense.com.

Once the order is shipped, the standard return policy applies.

9. Refund delays

If you haven’t received your refund within the indicated timeframe:

  1. Check your bank account again
  2. Contact your banking institution (processing times may vary)
  3. If the problem persists, contact us at contact@orvense.com

10. Contact

For any questions regarding our refund and returns policy, please don’t hesitate to contact us:

Email: contact@orvense.com

Website: https://orvense.com

We are committed to responding to all your requests within 24 to 48 business hours.