Refund policy

This Return and Refund Policy applies to every order placed with Orvelanique through https://orvelanique.shop (the "Site"). It sets out the return promise we make and the rights you have under Canada consumer protection law. Nothing in this policy limits or excludes any right you have under applicable provincial or federal legislation.

1. Summary

Return window	30 days from the date of delivery
Condition required	Unused, unwashed, undamaged, complete, in original packaging
Who pays return shipping	You, unless the item arrived damaged, defective, or incorrect
Restocking fee	None
Refund method	Original payment method
Refund processing time	5 to 10 business days after we approve the return
Standard delivery	Free on every order, 15 to 20 business days from order confirmation

2. The legal starting point in Canada

Consumer protection in Canada is mainly provincial. There is no federal "cooling-off" right that applies to every online purchase, and no province gives consumers a general right to cancel an internet order simply because they changed their mind. Our 30-day return window is therefore a contractual promise that goes beyond what the law requires, and we honour it as written.

What the law does give you, and what we cannot take away, includes the statutory warranties implied by provincial sale-of-goods and consumer protection legislation — for example that goods are of merchantable quality, fit for their purpose, and correspond to their description. Those warranties apply regardless of our return window, and they are described in section 8.

Some provinces add specific rights for particular contract types, and Quebec's Consumer Protection Act contains additional rules for distance contracts. Where a provincial rule gives you more than this policy does, that rule prevails.

3. Eligibility for return

To be eligible for a refund under this policy, an item must:

• be returned within 30 days of delivery;
• be unused, unwashed, and undamaged, with no signs of wear, installation, or alteration;
• be returned in its original packaging, with all tags, manuals, accessories, parts, and included gifts;
• be accompanied by the order number or another proof of purchase; and
• not fall within the exclusions in section 5.

We inspect every return when it arrives. If an item comes back in a condition that materially reduces its value, we may decline the refund or issue a partial refund reflecting the loss in value. We will contact you with photographs and an explanation before taking either step, and you may ask us to return the item to you at your cost.

4. How to start a return

1. Email hello@orvelanique.shop with the subject line "Return Request" and include your order number in the message.
2. Tell us which item you want to return and why, and attach photographs if the item is damaged, defective, or incorrect.
3. We will reply within one business day with a return authorisation and the return address.
4. Repack the item securely, include a note with your order number, and ship the parcel to the address we provide.
5. Send us the tracking number once the parcel is on its way.

Please do not ship anything back before you receive a return authorisation. Unauthorised returns may be refused, delayed, or returned to sender at your expense.

5. Items that cannot be returned

The following are not eligible for return under this policy unless they arrived damaged, defective, or different from what you ordered:

• gift cards and electronic gift certificates;
• digital downloads, licence keys, and other intangible products;
• personalised, engraved, monogrammed, or custom-made items;
• perishable goods, including food, beverages, and any item with an expiry date;
• sealed goods that were opened after delivery and cannot be returned for health or hygiene reasons, including underwear, swimwear, pierced jewellery, and opened personal care products;
• hazardous materials, flammable liquids, and pressurised containers;
• items marked final sale, clearance, or non-returnable on the product page at the time of purchase;
• products that have been installed, assembled, or modified; and
• products damaged by misuse, accident, improper installation, or normal wear and tear.

6. Return shipping costs

You are responsible for the cost of return shipping and for any associated charges, unless the item arrived damaged, defective, or incorrect.

We recommend a tracked and insured service. We are not responsible for returns lost, stolen, or damaged in transit to us, and a refund can only be issued once the item reaches us in acceptable condition.

If the return results from our error, we will provide a prepaid return label or reimburse your reasonable return postage. Contact us before shipping so we can arrange the correct method.

7. Refunds

Once your return arrives, we inspect it within three business days. We will email you to confirm whether the refund is approved, declined, or partially approved, and why.

Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Please note:

• we cannot refund a different payment method or a different person than the original purchaser;
• your bank or card issuer may need an additional 3 to 5 business days to post the credit;
• if you paid with a gift card or store credit, the refund is issued as store credit;
• where the law requires it, the refund includes the delivery cost you paid; and
• refunds are made in the same currency as the original payment.

8. Statutory warranties and defective goods

Provincial sale-of-goods and consumer protection legislation implies warranties into every consumer sale. Depending on your province, these include that the goods are of merchantable quality, reasonably fit for the purpose made known to the seller, and correspond to their description. These warranties cannot be excluded or waived by contract.

If an item is defective or does not conform to its description, you are entitled to the remedies available under the law of your province, which may include repair, replacement, price reduction, or cancellation of the contract and a refund.

In practice, contact us within a reasonable time of discovering the problem, and in any event within the period set by your province's limitations legislation. We will arrange a repair, a replacement, or a refund. Where the defect is ours, we cover the return shipping.

Our 30-day return policy runs alongside these warranties. It does not replace them, and it does not shorten the period within which a warranty claim may be made.

9. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery at hello@orvelanique.shop and include:

• your order number;
• clear photographs of the item, the defect or damage, and the outer packaging; and
• a short description of the problem.

We will arrange a replacement, a repair where appropriate, or a full refund, including any shipping you paid. You do not need to return a damaged or defective item unless we ask you to, and if we do ask, we cover the return shipping. Keep the item and its packaging until the issue is resolved, because the carrier may require an inspection.

Damage caused by misuse, accident, or normal wear and tear is not covered by this section, but it may be covered by an applicable manufacturer's warranty.

10. Exchanges

The fastest way to exchange an item is to return the original item for a refund and place a new order for the item you want. This guarantees the replacement does not sell out while your return is in transit. Direct exchanges are possible subject to stock; email us and we will confirm availability and any price difference.

11. Cancellations and changes before dispatch

You may cancel or change an order before it enters fulfilment — in practice within 12 hours of placing it, and always before you receive a shipping confirmation email.

Email hello@orvelanique.shop with your order number and the change you need. If the order has not been packed, we will cancel it and refund you in full. If it has already shipped, the return process in this policy applies.

12. Late or missing refunds

If we have confirmed your refund and you do not see it, please:

1. check your bank or card account again;
2. contact your card issuer, since posting delays vary between banks;
3. contact your bank, as refunds can take several business days to appear; and
4. if it is still missing after 10 business days, email hello@orvelanique.shop with your order number and the date we confirmed the refund, and we will provide a transaction reference.

13. Gifts

If an item was purchased as a gift and shipped directly to you, you may return it under this policy. The refund is issued to the original purchaser's payment method, or as store credit in your name if you prefer and can provide the order number. Gift cards are non-refundable and cannot be exchanged for cash.

14. Sale items and price adjustments

Items purchased on sale are eligible for return on the same conditions as full-price items, unless the product page states otherwise. The refund is based on the price you actually paid.

We do not offer price adjustments after purchase. If an item goes on sale within 7 days of your order and you have not received it, contact us; we may, at our discretion, cancel the order so you can repurchase at the lower price.

15. Excessive returns and misuse

We may refuse a return, charge the actual cost of return shipping, or close an account where we reasonably believe the policy is being abused — for example through repeated returns of used items, returns of items bought elsewhere, or a pattern of wearing and returning goods.

This section is applied narrowly and only where the evidence is clear. We will explain our reasoning in writing, and you may respond. It does not affect your statutory rights in respect of defective goods.

16. Chargebacks

If you believe a charge is wrong, contact us before filing a chargeback with your bank. Most issues are resolved the same day. Filing a chargeback for an order that was delivered as described, while also keeping the merchandise, may result in the charge being disputed and your account being restricted.

17. Consumer rights prevail

Where any provision of this policy conflicts with mandatory provincial or federal consumer protection law, the mandatory provision prevails and the rest of this policy remains in force. Some provinces do not allow certain exclusions or limitations, so parts of this policy may not apply to you.

18. Changes to this policy

We may update this policy to reflect changes in our operations or the law. The version in effect at the time you place an order governs that order. The date at the top of this page shows when it was last updated.

19. Contact

• Store: Orvelanique
• Website: https://orvelanique.shop
• Email: hello@orvelanique.shop
• Response time: within one business day, Monday to Friday