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Two return rights, explained simply
As an EU consumer you have a statutory 14-day right of withdrawal from delivery, no reason needed. On top of that, ORUVA gives you an extended 30-day return window from delivery — whichever suits you.
Return conditions
- Items must be unused, in their original packaging, with any tags/protective film attached.
- Hygiene items (e.g. opened pet grooming or feeding products) can only be returned unopened, for health and safety reasons.
- Personalised or made-to-order items cannot be returned unless faulty.
How to start a return
- Contact us via our contact page with your order number and the item(s) you want to return.
- We'll confirm eligibility and send you return instructions (and a prepaid label where one applies) within 2 business days.
- Pack the item securely and send it back using the instructions provided.
Refunds
Once we receive and inspect the returned item, we refund the full item price (including original delivery cost, for statutory 14-day withdrawals) to your original payment method — legally within 14 days of receiving the return, though we aim for much sooner.
Faulty, damaged or wrong items
If an item arrives damaged, faulty or different from what you ordered, contact us within 48 hours with your order number and a photo. We'll cover return shipping and send a replacement or a full refund — this doesn't affect your statutory 2-year legal guarantee; see our terms of service.
Exchanges
We don't process direct exchanges — return the original item for a refund and place a new order for the size, colour or product you'd prefer.
Questions
Anything unclear? Reach us any time via our contact page.