Returns & Refunds

Return Policy

Our return policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or an exchange.

To be eligible for a return, the item must be unused, untested, and in the same condition that you received it. It must also be in the original packaging.

Non-returnable Items

Certain types of goods cannot be returned, including:

  • Perishable goods such as food, flowers, or magazines

  • Intimate or sanitary products, hazardous materials, or flammable liquids or gases

  • Used, opened, tested, or consumed products

  • Gift cards

  • Downloadable software products

  • Certain health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Refund Exclusion for Subjective Reasons

We do not offer refunds for personal preferences (e.g. “I don’t like the product”, “It’s not what I expected”).
We also cannot offer refunds for personal medical reasons or medical advice received after purchase. It is the customer’s responsibility to ensure the product is suitable prior to purchase.

Partial Refunds (If Applicable)

Partial refunds may be granted in certain situations:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error

  • Any item returned more than 30 days after delivery

  • Items that have been used, tested, or show signs of wear (e.g. cream residue, scratches, body odors, etc.)

Items purchased on sale are non-refundable; only an exchange or store credit may be offered.

Return & Refund Process (If Applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.

If approved, your refund will be automatically processed and applied to your original method of payment within a few days.

If the refund is rejected, the item may be returned to the customer at their own expense.

Late or Missing Refunds (If Applicable)

If you haven’t received a refund yet, please:

  1. Check your bank account again

  2. Contact your bank or credit card issuer, as processing times may vary

If you have done all of this and still have not received your refund, please contact us at:
📧 contact@myorven.com

Sale Items (If Applicable)

Only regular-priced items may be refunded.
Sale items are non-refundable.

Exchanges (If Applicable)

We only replace items if they are defective or damaged.
If you need to exchange an item for the same product, please contact us at:
📧 contact@myorven.com

Gifts

If the returned item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return.
Once the returned item is received, a gift certificate will be emailed to you.

If the item was not marked as a gift, or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the gift giver.

Return Shipping

Return shipping costs are the responsibility of the customer and are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.

For items valued over €75, we recommend using a trackable shipping service or purchasing shipping insurance.
We do not guarantee that we will receive your returned item.

Anti-Abuse Clause

We reserve the right to refuse returns or refunds in the following cases:

  • Multiple refund requests suggesting abusive behavior

  • Products returned in a condition that does not comply with our return policy

  • False or misleading information provided to obtain a refund

Important: By placing an order, you automatically agree to the terms of this Returns & Refunds Policy.

Shipping Policy

At Orven, we are committed to ensuring that your order is delivered quickly and securely.
However, once a package is marked as “delivered” by the carrier, we cannot be held responsible for non-receipt.

If your package is marked as “delivered” but you have not received it:

  • Check the delivery address provided at checkout

  • Inspect safe locations (entrance, mailbox, garage, secure areas)

  • Ask neighbors, roommates, or the building manager

  • Contact the carrier directly (DHL, UPS, FedEx, GLS) using the tracking number

  • File a claim with the carrier if the package remains missing, as many carriers offer compensation for lost parcels

Important:
We cannot issue refunds or replacements for packages marked as delivered by the carrier.
By placing an order, you accept our shipping terms.

For further assistance, please contact our customer support team — we’ll be happy to help.

Cancellation & Return Policy

As a customer, you have the right to cancel your order within 2 hours after purchase confirmation.

Cancellation & Return Procedure

  • To request a cancellation or return, please contact our customer service by email or phone

  • After 2 hours, the order can no longer be canceled or refunded, as it will already be in processing and shipping

If the order has already been shipped, a return will only be possible after receipt of the item.

Defective Products or Shipping Errors

If you receive an incorrect or damaged product, please contact us within 48 hours of delivery to request a return or replacement.

Return Conditions

  • Items must be in their original packaging, unused, and in the same condition as received

  • Shipping and handling fees are non-refundable

We apologize for any inconvenience and appreciate your understanding.
Our goal is to ensure your satisfaction, and we will do our best to resolve any issue.

These policies may be updated at any time without prior notice.
We invite you to consult our Terms & Conditions or contact our customer service for any questions.