Return And Refund Policy

At Oriavenue, we strive to ensure that you are satisfied with your purchase. However, if you need to return or refund your product, the following policy applies:

Returns

Our return policy is based on the delivery date, not the purchase date. This ensures you have sufficient time to inspect and return your product if necessary. You have 30 days from the date you receive your product to initiate a return. Unfortunately, returns cannot be accepted after this period.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused and in the same condition as when received.
  • The product must be in its original packaging.
  • Proof of purchase (e.g., order confirmation or receipt) must be provided.

    Items that do not meet these conditions or are returned after 30 days are not eligible for a return or refund.

    Circumstances for Returns

    • To Cancel an Order:
      • If you wish to cancel your order, contact us immediately at info@oriavenue.com. If the order has already been shipped, the order can not be cancelled anymore, then you can return it within 30 days of delivery.
    • Damaged on Arrival:
      • If your item is damaged upon arrival, contact us within 7 days of receiving the product. Provide photos of the damage and your proof of purchase. We will arrange a replacement or refund, and we will cover the potential return shipping cost.
    • Faulty Manufacturing or Broken After Use:
      • For faults arising from manufacturing defects, we offer a warranty period of 30 days from the delivery date. Please email info@oriavenue.com with a description of the issue, photos, and proof of purchase. If the issue is confirmed, we will offer a replacement or refund.
    • Change of Mind:
      • If you change your mind about your purchase, you can return the product within 30 days of delivery. The item must be unused and in its original packaging. The customer is responsible for return shipping costs and the return label.
    • Wrong Product Received:
      • If you receive the wrong product, please contact us at info@oriavenue.com within 7 days. Provide a photo of the incorrect item and your order details. We will send the correct product and cover the return shipping cost for the incorrect item.
    • Exchanges:
      • We do not offer direct exchanges. However, you can return the unwanted item within 30 days of delivery and place a new order for the desired product. You do have to pay for the return costs.

    How to Initiate a Return

    1. Contact Us: Email us at info@oriavenue.com to initiate the return process. Include the following information:

    • Order number
    • Reason for the return
    • Photos of the product (if applicable)
    • Proof of purchase

    2. Return Shipping:

    • Customers are responsible for return shipping costs, except in cases of defective, damaged, or incorrect products.
    • Use a traceable shipping service or purchase shipping insurance. Oriavenue cannot guarantee receipt of your returned item.
    • Return address will be provided when requested, as they can differ per manufacturer. 

    3. Return Label: Return labels are the responsibility of the customer, except in cases of damaged or incorrect items.

    Refunds

    Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

    Refund Process:

    • Approved refunds will be processed within 14 days and credited to the original payment method.

    • If your refund is delayed beyond 14 days, please:

      1. Check with your bank.

      2. Contact your credit card company.

      3. If the issue persists, email us at info@oriavenue.com.

    Restocking Fee:

    We do not charge restocking fees.

    Shipping for Returns

    You are responsible for paying the return shipping costs unless the product is damaged, defective, or incorrect. In such cases, Oriavenue will cover the shipping cost.

    Please ensure your shipment includes tracking or insurance, as Oriavenue is not responsible for lost or damaged return shipments.

    Contact Information

    If you have any questions or need assistance with returns or refunds, please contact us:

    Store Name: Oriavenue
    Business address: Utrechtseweg 341, Amersfoort, Utrecht, 3818 EL, The Netherlands

    Phone number: +31620517686
    E-mail: info@oriavenue.com

    Opening hours customer service:
    Monday - Friday: 09:30 - 18:00
    Saturday - Sunday: 12:00 - 17:00
    (GMT+10:00) Australian Eastern Standard Time (Sydney)

    We aim to reply to your e-mail within 1 day