Refund policy
Refund and Returns Policy
You can return an item within 5 days of receiving it. After 5 days we cannot accept a return or give a refund, except for faulty or wrong items (see below).
What can be returned
- The item must be unused, in its original packaging, and in the condition you received it.
- For hygiene and safety reasons, we cannot accept returns of any item that has been used on the skin, face or scalp. This does not apply to faulty items.
- Items that are damaged by misuse, or returned without packaging, cannot be refunded.
How to start a return
- Email us at orvella.store2@gmail.com within 5 days of delivery.
- Include your order number, the item you want to return, and the reason.
- We will reply within 2 business days with the return address and instructions. Please do not send anything back before we confirm.
Return shipping
For change-of-mind returns, you pay the cost of sending the item back. If the item arrived faulty, damaged or incorrect, we cover the return cost.
Refunds
Once we receive and check your return, we will email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days. Original shipping fees are not refunded on change-of-mind returns.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or not as described, contact us within 7 days with your order number and clear photos. We will replace the item or refund you, including shipping. Nothing in this policy limits your rights under the Consumer Protection Act (South Africa).