ORVEX Return & Refund Policy

Last updated: 9 August 2026

At ORVEX, we want you to be confident in your purchase. In addition to your statutory consumer rights, we provide a 30-day change-of-mind returns period on eligible products purchased directly from orvex.co.uk.

Nothing in this policy affects your statutory rights as a consumer.

1. 30-Day Returns

You may request a return within 30 days of receiving your order.

To start a return, please contact ORVEX customer support within the 30-day period and provide your order number, the name and email address used to place the order, the product you wish to return and the reason for the return.

Please do not send a product back to us without first requesting a return. Once your return request has been accepted, we will provide the appropriate return instructions.

2. Condition of Returned Products

Products returned under our voluntary 30-day change-of-mind policy must be returned in an appropriate condition.

What should be returned: Where reasonably possible, your return should include the original product, all accessories and components, controllers, cables, chargers, manuals, documentation and original packaging.

Products should be clean, hygienic and free from avoidable damage.

You may inspect a product to determine its nature, characteristics and functionality. However, our voluntary 30-day returns policy is not intended to allow extensive use of a product followed by a change-of-mind return.

3. Damaged, Excessively Used or Incomplete Returns

ORVEX reserves the right, where permitted by law, to reduce a refund or refuse a return under our voluntary 30-day change-of-mind policy where the returned product has been materially damaged after delivery, excessively used beyond reasonable inspection, misused, altered or modified, returned in an unhygienic condition, returned with important components or accessories missing, damaged because of inadequate return packaging, or otherwise materially reduced in value because of the customer's handling.

Any decision will take into account the condition of the returned product and applicable consumer law.

This section applies specifically to our voluntary 30-day change-of-mind policy. It does not remove or restrict your statutory rights where a product is faulty, damaged when supplied, incorrect, misdescribed or otherwise does not conform to your legal rights.

4. Return Shipping Costs

For ordinary change-of-mind returns, the customer is responsible for the cost of returning the product to ORVEX, where permitted by law and appropriately disclosed.

We strongly recommend using an appropriately insured and tracked delivery service, particularly when returning higher-value ORVEX products. You are responsible for ensuring that the product is appropriately packaged for its return journey.

Where ORVEX has supplied a faulty, incorrect or otherwise non-conforming product, we will cover reasonable return costs where required by law.

5. Faulty, Damaged or Incorrect Products

If your ORVEX product arrives faulty, damaged, incorrect, not as described or otherwise does not conform to your statutory rights, please contact us as soon as reasonably possible.

We may ask you to provide photographs, videos, serial information or other reasonable information to help us investigate the issue.

Depending on the circumstances and applicable consumer law, you may be entitled to a refund, repair, replacement, price reduction or another applicable remedy.

Your rights relating to faulty or non-conforming goods are separate from our voluntary 30-day change-of-mind policy and our one-year ORVEX warranty.

6. Refunds

Once your returned product has been received, we will inspect it and determine whether the return meets the applicable requirements.

Where a refund is due, it will normally be issued to the original payment method, unless otherwise agreed or required by law.

Refunds will be processed within the periods required by applicable consumer law. Once ORVEX has processed a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

7. Original Delivery Charges

Where you exercise a statutory cancellation right, we will refund the standard outbound delivery charge where required by law.

If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional cost of that upgraded delivery service may not be refundable where permitted by law.

8. One-Year ORVEX Warranty

Unless otherwise stated on the relevant product page, eligible ORVEX products include a One-Year Limited ORVEX Warranty beginning on the date of delivery.

The warranty covers manufacturing defects and faults arising during normal intended use.

The warranty does not cover damage or faults resulting from: misuse; use contrary to supplied instructions; accidental or impact damage; liquid damage where the product is not designed for such exposure; unauthorised modification or repair; improper storage; neglect; abnormal use; commercial use where the product is supplied for personal consumer use; or reasonable wear and tear.

Where a valid warranty claim is accepted, ORVEX may provide an appropriate remedy such as repair or replacement.

The ORVEX warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.

9. Pre-Orders

ORVEX pre-orders remain subject to this policy and applicable statutory consumer rights.

Unless a different estimate is displayed before purchase, our estimated pre-order dispatch period is 35–60 days. This is an estimated dispatch period rather than a guaranteed delivery date.

Pre-order customers will receive regular updates regarding the progress of their order.

If there is a material change to the expected dispatch period, we will notify affected customers and provide an updated estimate.

If ORVEX determines that we cannot fulfil a pre-order, we will cancel the affected order and provide a full refund for the unavailable product.

Nothing in our pre-order policy removes or restricts cancellation or refund rights available under applicable consumer law.

10. Free Gifts and Promotional Products

Where a qualifying purchase includes a complimentary promotional product or free gift, we may require the associated gift to be returned if the qualifying product is subsequently returned for a refund, where permitted by law and where this condition was appropriately disclosed.

If a promotional gift that is required to be returned is not returned, an appropriate deduction may be made from the refund where permitted by law and clearly communicated.

This does not affect your statutory rights.

11. Exchanges and Replacements

Where available, exchanges and replacements are subject to product availability.

If an appropriate replacement product is unavailable, we may offer another applicable remedy or provide a refund where appropriate.

12. Statutory Cancellation Rights

Our 30-day returns policy provides additional rights and does not replace your rights under UK consumer law.

UK consumers purchasing goods online generally have statutory cancellation rights. For most goods, the statutory cancellation period ends 14 days after the day on which you, or another person nominated by you other than the carrier, receives the goods, subject to applicable exceptions.

Where applicable, you must notify us of your decision to cancel within the statutory cancellation period and return the goods within the period required by applicable law.

Where permitted by law, you may be responsible for the direct cost of returning goods where this was disclosed before purchase.

A refund may be reduced where permitted by law if the value of the goods has been diminished because they were handled beyond what was necessary to establish their nature, characteristics and functioning.

Nothing in this policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.

13. Contact ORVEX

Returns, refunds and warranty claims are administered by:

ORVEX HOLDINGS LTD
Company Number: 17264413
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom

Website: orvex.co.uk

To request a return, report a faulty product or ask a question regarding a refund or warranty claim, please contact ORVEX customer support using the contact information displayed on our website.