1) Return and Refund Policy — ORVOVA

Last updated: 08/02/2025

1. Right of withdrawal (consumers)

In accordance with EU Directive 2011/83/EU on consumer rights (and, where applicable, the UK Consumer Contracts Regulations 2013), if you are a consumer you have a 14-day period from receipt of your order to exercise your right of withdrawal, without having to justify a reason.

To exercise this right, contact us at contact@orvova.fr stating:

• First and last name
• Order number
• Product(s) concerned
• Date of receipt

You may use the model form at the bottom of this page (optional).

2. Return procedure (important)

After your request, we will send you by email:

• the return address to use,
• the instructions (label, information to include, etc.).

⚠️ ORVOVA ships through logistics partners: depending on the item, the return address may be a partner logistics centre (sometimes different from the shipping address). Any return sent without prior validation or to another address may cause delays or make the request impossible to process properly.

3. Eligibility conditions

To be accepted, the return must meet the following conditions:

• product returned within 14 days of your withdrawal request,
• product complete (accessories included) and in a condition allowing resale.

You may handle/try the product as you would in a shop. In the event of depreciation (marks, dirt, hair, odours, damage, prolonged use), a deduction may be applied to the refund.

4. Exceptions (non-returnable)

In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply in particular to:

• cosmetic and hygiene products (serums, hair care, facial care, make-up, care accessories) whose outer packaging, security seal, protective film or individual hygienic packaging has been opened, removed, damaged or unsealed, for reasons of hygiene and health protection (Art. 16(e) of Directive 2011/83/EU);
• personalised products or goods made according to customer specifications (Art. 16(c));
• products visibly used, opened or whose quantity has been reduced (product traces on the pipette, cap or bottle).

Important: for cosmetic products, opening the bottle, removing the pipette from its seal or any manipulation of the contents renders the product non-returnable for sanitary and legal reasons. We invite you to visually inspect the product before removing any seal or packaging element.

5. Return costs

The return costs are borne by the customer, except in the event of an error on our part (incorrect item, proven defect, damaged on receipt).

We recommend a shipment with tracking. Without proof of dispatch/delivery of the return, we cannot guarantee processing in the event of loss.

6. Refunds

Upon receipt and inspection of the return, we will inform you of acceptance or refusal.

• If accepted: refund to the original payment method within a maximum of 14 days after receipt of the return (or proof of return dispatch), in accordance with the law.
• The refund includes the price of the product(s) plus the standard delivery costs (if you chose a more expensive delivery, the difference remains at your expense).
• In the event of depreciation (see §3), a deduction may be applied.

7. Defective / incorrect / damaged product

If you receive a defective, damaged or incorrect product, contact us within 48 hours at contact@orvova.fr with:

• order number,
• photos/videos,
• description of the problem.

We will propose an appropriate solution (replacement, refund, etc.), without prejudice to your statutory rights.

---

Model withdrawal form

To the attention of ORVOVA — contact@orvova.fr

I hereby notify you of my withdrawal from the contract for the sale of the following good(s):
Order no.: [NUMBER]
Received on: [DATE]
Name: [NAME]
Address: [ADDRESS]
Date: