Refund policy

This policy covers two separate things. Please read whichever applies to you — the timescales are different, and one does not limit the other.

Changed your mind? See section 1. You have 14 days.

Product faulty, damaged or not what you ordered? See section 4. You have far longer, and section 1 does not apply to you.

1. Changing your mind — 14 days

You may return an unopened product for a full refund within 14 days of delivery, for any reason or none.

To be eligible, the product must be:

unopened, with any seal intact
unused
in its original packaging, complete and undamaged

For reasons of hygiene and food safety, supplements that have been opened or used cannot be returned or refunded under this section. This is the only category of return we are unable to accept, and it is why the seal matters.

2. How to request a return

your order number
the reason for your return
a photo of the product, unopened and in its original packaging

We will confirm your return and send you the return address. Parcels sent back without prior confirmation cannot be processed, because we have no way to match them to an order.

Return address: [RETURN_ADDRESS]

3. Return postage

Return postage is at your cost when you are returning because you changed your mind.

We recommend a tracked service. We cannot refund a parcel we never receive, and without tracking there is no way to establish that it was sent.

If the product was faulty, damaged or incorrect, we pay the return postage. Do not pay to return a product that was wrong when it arrived — contact us and we will arrange or reimburse it.

4. Faulty, damaged or incorrect products

If your product is faulty, damaged, or not what you ordered, you are entitled to a replacement or a refund. This right applies for two years from delivery and is not affected by the 14-day window in section 1.

your order number
a photo of the product
a photo of the damage or defect
a photo of the batch label
a photo of the outer parcel, if that is damaged too

One deadline that genuinely is short

If your parcel arrives visibly damaged in transit, tell us within 48 hours of delivery. This is not a limit on your rights — it is the window in which carriers accept a damage claim. Report it after 48 hours and we can still help you under this section; we simply lose the ability to recover the cost from the carrier, so we need the photos above to assess it ourselves.

Where possible, note visible damage on the delivery slip when you sign for the parcel.

5. Refunds

Once we receive and inspect your return, we will email you to confirm whether it has been accepted.

Accepted refunds are issued to your original payment method within 14 days of us receiving the returned product.

Your bank or card issuer may take a few additional days to show the credit on your statement. That part is outside our control.

If your return is not accepted, we will tell you why and return the product to you at no cost.

6. Cancelling before dispatch

If you want to cancel an order that has not yet shipped, email contact@orvenia.co with your order number as soon as possible. If we can catch it before it leaves the warehouse, we will cancel and refund it in full with nothing to return.

7. Where a return is not practical

In some situations — a parcel already in transit, a return that would cost more than the product — we may offer a refund or replacement without asking you to send anything back. If that applies to your order, we will say so when you contact us.