Refund policy

RETURNS AND REFUNDS POLICY

1. Right of withdrawal

In accordance with Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users, you have up to 30 calendar days from receipt of your order to request a return.

⚠️ Important: The return period may vary depending on the type of product. This information will be specified, where applicable, on each item's product page.

2. Products not eligible for return

For hygiene, safety or personalisation reasons, returns are not accepted on the following products:

  • Lingerie or underwear items
  • Personalised or made-to-order products
  • Unsealed products that are not suitable for return for hygiene reasons
  • Other items expressly indicated as non-returnable on their product page

3. Return conditions

For a return to be accepted:

  • The product must be unused, in perfect condition and in its original packaging
  • It must retain all tags, accessories and components
  • It must show no signs of use

Orvelar reserves the right to refuse returns that do not meet these conditions.

4. Return process

To start a return:

  1. Send an email to info@orvelar.com
  2. State your order number and reason for return
  3. Our team will provide you with the necessary instructions within a maximum of 48 hours

⚠️ Returns will not be accepted without prior authorisation.

5. Return address

The return address will be provided once the request has been approved, as it may vary depending on the product.

6. Return costs

  • If the return is for personal reasons (change of mind, size, etc.), shipping costs will be borne by the customer. The approximate cost is €4.99 via Spanish Post (Correos España).
  • If the product is faulty, incorrect or arrived damaged, Orvelar will cover the full cost of the return.

7. Refunds

Once the product has been received and its condition verified:

  • You will be notified of the refund approval by email
  • The amount will be refunded to the original payment method within 3 to 5 working days

8. Faulty or incorrect products

If you receive a faulty, damaged or incorrect product:

  • You must notify us within 48 hours of delivery
  • You will need to attach photographs of the product and packaging

In these cases, you may choose between:

  • A free replacement, or
  • A full refund

9. Warranty

All products come with the 2-year legal warranty applicable under Spanish law, covering manufacturing defects. This warranty does not cover damage resulting from improper or negligent use of the product.

10. Cancellations

  • You may request cancellation of your order within 24 hours of purchase by emailing info@orvelar.com
  • After this period, the order may already have been processed and cannot be cancelled

11. Size exchanges

  • You have 15 calendar days from receipt to request a size exchange
  • Shipping costs will be borne by the customer
  • Subject to stock availability

If the sizing error is attributable to Orvelar, we will cover all costs without exception.

12. Contact

For any queries regarding returns or refunds:

📧 info@orvelar.com

Our customer service team is available Monday to Saturday, 9:00 AM to 9:00 PM. Average response time: less than 24 hours.