Refund policy
Returns and Refunds Policy
ORANEVIA sells made-to-order physical products and digital products. Due to the nature of these products, we generally do not accept returns, exchanges, cancellations or refunds for customer-related reasons.
Statutory rights and UK customers
Mandatory consumer rights take precedence over any restrictions on returns or cancellations in this policy.
For ordinary goods covered by UK statutory withdrawal rights, notify contact@oranevia.com within 14 days of delivery and return the goods within 14 days of notification. Making a standard catalogue item after an order does not by itself exclude it from this right.
We refund the goods and standard outbound delivery in accordance with applicable law. You pay direct return costs for a change-of-mind withdrawal; we pay return costs for defective or incorrectly supplied goods.
Purchasing digital content or receiving download instructions does not by itself remove a statutory withdrawal right. This right is lost only when the applicable legal requirements are met, including prior express consent to early supply and acknowledgement of the loss of the right.
Physical products
We will arrange an exchange or refund in the following cases:
- Manufacturing defects, damage or significant soiling
- An item different from your order was delivered
- The item was damaged in transit
Please contact us through our contact form or at the email address below, preferably within 7 days of delivery.
contact@oranevia.com
To verify the issue, we may ask for photographs showing the entire item, defective or damaged areas, packaging and shipping label.
If we request a return, we will pay return shipping for defective, damaged or incorrectly delivered items. We may be unable to offer an exchange or refund for items returned without prior contact.
Returns and exchanges for customer-related reasons
We do not accept returns, exchanges or refunds for reasons such as:
- The appearance or colours differ from your expectations
- You ordered the wrong size or type
- You entered an incorrect shipping address
- You no longer need the item
- Returns after using or opening the item
- Other personal circumstances
Colours may appear slightly different from the actual product depending on your display. Please check the product details, size, price and shipping address before confirming your order.
Digital products
Due to the nature of audio, images, videos, wallpapers and other digital products, we do not accept cancellations, returns or refunds for customer-related reasons after purchase is completed and download instructions have been sent.
However, we will provide a working file again, an exchange or a refund in the following cases:
- The file is corrupted
- The file cannot be downloaded
- The supplied file differs from the product description
- The supplied file differs from the purchased product
If you experience an issue, please use our contact form or email contact@oranevia.com.
Cancellations and changes after ordering
Production arrangements for made-to-order products begin after order confirmation. We may therefore be unable to accept cancellations or changes to the size, design, shipping address or other details for customer-related reasons.
If you notice an error in your order, contact us as soon as possible. However, changes cannot be made if production or dispatch has already begun when you contact us.
Return address and procedure
If a return is required under applicable law, including a statutory withdrawal, or if a defective, damaged, or incorrect item needs to be returned, contact us at contact@oranevia.com with your order number. We will check the manufacturing and shipping facility or facilities for your order and provide the applicable return address individually.
You do not need our prior approval to give notice of a statutory withdrawal in the UK. To avoid missing the notification deadline while waiting for return instructions, send your withdrawal notice within the time limit stated above. Also contact us promptly with your order number to request the return address.
For a statutory withdrawal in the UK, we will issue a refund within 14 days of the earlier of the day we receive the returned item or the day we receive evidence that you sent it back.
Other matters
This policy does not limit your statutory rights. We will review individual circumstances and respond in accordance with applicable law.