Returns & Refunds Policy

Last updated: 16 December 2025

This policy explains returns, refunds, and your rights as a consumer when purchasing from Orivay House LTD.

1. EU Right of Withdrawal (14 Days)

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days from the day you receive the goods, without giving any reason.

To exercise your right of withdrawal, email us at info@orivayhouse.com with your order number and a clear statement that you wish to withdraw.

2. Extended Returns (Optional)

In addition to your legal rights, we may offer an extended return window up to 30 days from delivery, provided the conditions below are met. This does not limit your statutory rights.

3. Return Conditions

  • Items must be unused, in original condition, and returned with original packaging where possible.
  • Proof of purchase (order confirmation or receipt) is required.
  • If an item shows signs of use, damage, or missing parts not caused by us, the refund may be reduced or refused.

4. Items Not Eligible for Return (Legal Exceptions)

Certain items may be excluded from return under consumer law, for example:

  • Sealed hygiene or personal-care items once opened (where applicable)
  • Custom-made or personalized items (where applicable)
  • Items that cannot be returned for health protection reasons once unsealed

If your product category includes any of the above, we will make it clear on the product page or at checkout.

5. Damaged / Defective / Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us as soon as possible at info@orivayhouse.com. We may ask for photos to help resolve the issue quickly. Where applicable, we will offer a replacement, repair, or refund.

6. How to Start a Return

  1. Email us at info@orivayhouse.com with your order number and the reason for return (optional for EU withdrawal).
  2. We will provide return instructions and the return address.
  3. Pack the item securely and send it using a trackable shipping method (recommended).

7. Return Address

Return address: [ADD RETURN ADDRESS HERE]
Please do not send returns to the manufacturer.

8. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • Original shipping fees (if any) are non-refundable unless required by law.

9. Refunds

Once your return is received and inspected, we will notify you by email. If approved, refunds are issued to the original payment method.

  • Refund timing: Typically within 14 days after we receive the returned goods (or evidence of return shipment, where applicable).
  • Payment method: The same method used for the original transaction.

10. Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again.
  2. Contact your card issuer (processing may take time).
  3. Contact your bank (posting times vary).

If you still need help, contact us at info@orivayhouse.com.

11. Exchanges

We replace items only if they are defective or damaged (where applicable). For exchanges, contact us at info@orivayhouse.com.

12. Contact

For any questions related to returns and refunds, email: info@orivayhouse.com