Refund policy
# Returns and Refund Policy
## 1. Scope
This policy applies to goods purchased from Orevella at https://orevella.shop for delivery within Australia. We accept returns of faulty goods and change-of-mind returns of non-faulty goods. Exchanges are available subject to stock availability.
Our voluntary returns policy is additional to your rights under the Australian Consumer Law. The voluntary time limits and condition requirements below do not restrict those statutory rights.
## 2. Our 30-day change-of-mind returns policy
You may notify us that you wish to return an item within 30 calendar days after receiving it. The day after receipt is day 1. Simply email kontakt@orevella.shop within this period. You do not need to provide a reason for a change-of-mind return.
After notifying us, you have a further 14 calendar days to send the item back. The date you send it matters, rather than the date we receive it. If our return instructions are delayed, your dispatch deadline will be no earlier than 14 calendar days after you receive them. A return notified on time will not become ineligible because of our processing time.
For a change-of-mind return, the item must be new and unused. Clothing must be unworn and unwashed. You may carefully inspect an item visually, provided it remains new and unused. Please include supplied accessories and any available tags, and use suitable protective packaging. You may use the original packaging, but this is not a separate eligibility requirement.
These conditions also apply to change-of-mind returns of sale items. This policy does not introduce blanket exclusions for particular product categories.
## 3. How to return an item
1. Email kontakt@orevella.shop with your order number or another suitable proof of purchase, and identify the items you wish to return. Tell us whether you would prefer a refund or an exchange.
2. We will provide the return address and shipping instructions for your order. For faulty, damaged or incorrectly supplied goods, please describe the issue so we can organise an appropriate solution.
3. Package the goods securely and include information that allows us to identify your order. Send the parcel by post or courier to the address provided.
4. Keep your proof of postage. We recommend a tracked service, but tracking is not an additional blanket condition for a valid claim.
Our business address at 135 King St, Sydney NSW 2000, Australia is not automatically the return address. Please obtain the relevant shipping instructions before sending goods there. This policy does not offer in-store returns. Contacting us first helps organise the return and does not restrict your statutory rights.
## 4. Return labels and shipping costs
For a change-of-mind return, you are responsible for arranging and paying for the return label or postage. You pay the actual charge set by your chosen postal or courier service. Orevella does not charge an additional flat fee for this.
For faulty goods, goods damaged on arrival or incorrectly supplied items, Orevella covers necessary and reasonable return shipping costs. We will arrange a prepaid label, suitable collection or reimbursement. Please keep receipts for any reasonable return costs you have already paid. For faulty goods that are heavy, bulky or difficult to remove, we will organise the necessary collection.
We do not charge restocking fees or separate return processing fees.
## 5. Refunds and processing time
For an eligible return, we refund the product price you actually paid. Discounts are reflected in the amount paid for the returned item. For a partial return, items you keep are not refunded. We will not retrospectively deduct a shipping charge for the free standard delivery.
We inspect returned goods and initiate the refund within 5 calendar days of receiving them. Inspection is included in this period; a further processing period does not begin after inspection. If no return is required, we initiate the refund within 5 calendar days of confirming that a refund will be provided without a return. For a confirmed cancellation that does not require a return, the period starts when the cancellation is confirmed. Any legal requirement to refund earlier remains unaffected.
Refunds are made to the original payment method unless you expressly agree to another method. We will not require you to accept store credit instead of a monetary refund that is owed. We will notify you when the refund has been initiated.
The 5-calendar-day period covers our processing and initiation of the payment. The time it takes for the funds to appear in your account also depends on your bank or payment provider. If a confirmed refund has not arrived, contact us so we can check its status and provide available transaction details.
If we cannot accept a change-of-mind return because of the item's condition, we will explain the specific reason and discuss the next steps with you. Claims relating to faulty goods under consumer law are assessed separately.
## 6. Exchanges
You may request an exchange for a new, unused item within the voluntary returns period. Please specify the replacement variant you would like. Exchanges depend on stock availability. Follow the return process above; you pay return shipping for a change-of-mind exchange. Standard delivery of the replacement item within Australia is free.
Any price difference will be agreed with you beforehand. If the requested item is unavailable, you may choose a refund for an eligible return. These voluntary exchange arrangements do not limit statutory replacement rights.
## 7. Your rights under the Australian Consumer Law
Statutory consumer guarantees cannot be excluded by this policy. Goods must meet the legally required standards of quality and match their description. Your statutory rights do not automatically expire after 30 days or at the end of a manufacturer's warranty. Relevant considerations include the type, price, use and expected durability of the goods.
For a major failure, you are generally entitled to choose a replacement or refund. For a minor problem that can be fixed, we may first provide a remedy free of charge within a reasonable time. If this does not happen, the further remedies available under law remain open to you. Statutory rights to compensation for reasonably foreseeable loss or damage remain unaffected.
The requirement for goods to be new and unused, the voluntary returns deadlines, and the presence of tags or original packaging do not operate as exclusions of statutory rights. Please contact us directly; we will not require you to deal only with the manufacturer.
For ordinary online purchases in Australia, there is no general statutory right to return goods solely because you change your mind. Our voluntary returns offer applies in those circumstances. Any special statutory cancellation rights remain unaffected.
## 8. Contact
Orevella
Business address: 135 King St, Sydney NSW 2000, Australia
Email: kontakt@orevella.shop
Website: https://orevella.shop
Please email us for the correct return address.