Refund policy

Return and Refund Policy

At OrellaUV, we want you to be absolutely satisfied with your purchase. If you’re not thrilled with your new OrellaUV product, we’re here to help make it right. We offer a 30-Day Money-Back Guarantee on all purchases, which means you can return any product within 30 days of delivery for a full refund – no questions asked. Below is an overview of our return and refund process:

Return Window: You have 30 calendar days from the date you received your item to initiate a return or exchange. This generous window exceeds the 14-day EU statutory withdrawal period, so it covers all customers worldwide. (EU customers: This policy does not limit your 14-day no-questions-asked right of withdrawal under EU law.)*

Condition of Returns: To ensure a smooth refund, please return products in their original condition. Ideally, items should be in the original packaging with all cords, accessories, and documentation included. Don’t worry if you opened and tried the product – you can still return it – but please pack everything that came with it. This helps us process your refund faster and is kinder to the next customer.

How to Initiate a Return: To start a return, simply contact our support team at support@orellauv.com within 30 days of receiving your order. Provide your order number and the item(s) you wish to return. Our friendly support team will guide you through the process. We will typically ask you to ship the item back to us, and we’ll provide you with the appropriate return instructions and address. Please do not send your product back without first emailing us for authorization, as we want to ensure it goes to the correct return center.

Return Shipping Costs: For change-of-mind returns (when the product is not defective), the buyer is responsible for return shipping costs. We recommend using a trackable shipping service to send the item back. (Original shipping charges, if any, are non-refundable in such cases.) For returns due to our error – for example, if you received a damaged, defective, or incorrect item – we will cover all return shipping costs or provide a prepaid return label. Your convenience and satisfaction are our priority in these scenarios.

Damaged or Incorrect Items: If your OrellaUV product arrived damaged, broken, or not what you ordered, please notify us as soon as possible (within 7 days of delivery, if feasible). Simply send an email to support with a brief description and photo or video evidence of the issue. We will validate the damage/issue and offer you a choice of a free replacement or a full refund right away. You will not need to pay any extra shipping for replacements, and in most cases you may not need to return the damaged item after your claim is approved – we’ll advise you on the best resolution. Rest assured, any mistake on our side is fully our responsibility, and we’ll make it right quickly.

Processing Your Refund: Once your returned item is received and inspected, we will send you a confirmation email. Approved refunds are processed immediately on our end. The refund will be issued to your original payment method. For credit/debit card payments, refunds typically take 5–10 business days to appear in your account, depending on your bank’s processing time. We’ll keep you updated at each step. If you used an alternative payment method (e.g. PayPal), the timing may vary slightly, but generally you can expect the credit within about a week.

Exchanges: If you prefer an exchange (for example, you want a replacement unit or a different model), the simplest method is to follow the return procedure above for a refund, then place a new order for the desired item. This ensures you get your new item as quickly as possible. For damaged/incorrect items, as noted, we can directly send a replacement upon confirmation of the issue, without needing a separate order.

Exceptions & Non-Returnable Items: We strive to make our return policy as hassle-free as possible. Most products are eligible for return as described. The only exceptions would be items that by law or hygiene reasons cannot be returned once opened (for instance, personal care items that have been heavily used) – however, OrellaUV devices are generally returnable under our 30-day guarantee as long as you let us know within the window. We do not currently sell gift cards or perishable goods, but if we do in the future, those may be marked “final sale” when applicable. We will clearly communicate any such exceptions on the product page.

Your Statutory Rights: Our return policy is intended to give you peace of mind above and beyond legal requirements. It does not affect any statutory rights you have. If you are an EU or UK customer, you still retain the legal right to withdraw from your purchase within 14 days of delivery for any reason, and our 30-day guarantee extends this period. Additionally, any warranty claims or rights regarding product defects (such as the EU 2-year conformity guarantee for faulty products) remain in force. If a product issue arises outside of our 30-day return period, please contact us – we’ll still assist you under the product warranty or consumer law remedies.

How Refunds Are Issued: All refunds will be credited to the original payment method used. If you paid by credit card, the refund goes back to that card. If you paid via PayPal or other methods, we will refund to that account or issue store credit if a direct refund isn’t possible. We do not charge any re-stocking fees. Remember that while we process refunds immediately upon approval, your bank or payment provider might take a few days to post the credit. We’ll email you a notification when we have issued the refund on our end.

Need Help? If you have any questions about our return and refund process, feel free to reach out to us at support@orellauv.com. We’re here to ensure your experience with OrellaUV is smooth and trustworthy, reflecting our commitment to wellness-tech excellence and customer happiness.