Refund policy

Last updated: 16 October 2026

We want you to be happy with your ORDELVYN purchase. This policy applies to orders delivered within the United Kingdom. Our additional 30-day return offer does not limit your statutory consumer rights.

Our 30-day return and exchange offer

You may request a return or exchange within 30 calendar days after receiving your order. For a change-of-mind return under this additional offer, the item should be unused, complete and in resaleable condition. Please include its original packaging where reasonably possible.

To arrange a return or exchange, email support@ordelvyn.com with your order number and the item concerned. For a damaged, faulty or incorrect item, a description and photographs, where reasonably available, can help us resolve the issue. Photographs are not a condition of exercising your legal rights.

We will provide return instructions and a prepaid return label or arrange collection where appropriate. Return the item within 14 calendar days after notifying us and keep your proof of posting.

Contacting us for instructions helps us arrange free postage. Your statutory right to cancel does not depend on our approval or on using a particular form.

Free returns and exchanges

We pay the cost of the return method we arrange for accepted returns from the United Kingdom, including change-of-mind returns. We also pay standard delivery for a replacement or exchange item. There is no restocking fee.

An exchange is subject to stock availability. If the replacement costs more, we will obtain your agreement before collecting the difference. If it costs less, we will refund the difference. If an exchange is unavailable, you may choose an eligible refund instead.

Contact us before booking your own return service so that we can arrange prepaid postage. This does not reduce any right to recover reasonable return costs under consumer law.

Your statutory cancellation right

For online purchases, you normally have the right to cancel without giving a reason during the 14 calendar days starting the day after delivery. Where one order is delivered in separate parts, the relevant period normally starts after the final item is received.

Tell us clearly that you wish to cancel, then send the goods back within 14 calendar days of that notice.

You may inspect goods as you would reasonably do in a shop. For a statutory change-of-mind cancellation, we may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Missing original packaging alone does not remove your cancellation rights.

Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject non-conforming goods within 30 days of delivery.

Other rights, including repair, replacement, a price reduction or a refund, may apply after that period. The 30-day voluntary return window does not end these rights.

We cover reasonable return costs where the goods are faulty, damaged on arrival or incorrect.

Refunds

Refunds are made to the original payment method without a refund processing fee.

For a statutory cancellation involving returned goods, we will issue the refund within 10 calendar days of receiving the goods or evidence that they have been sent back, whichever is earlier, and never later than the applicable legal deadline.

If no goods were dispatched, we will refund within 10 calendar days after cancellation. For other accepted returns, we aim to issue the refund within 10 calendar days of receiving the goods.

For a statutory rejection of faulty goods, we refund without undue delay and within 14 calendar days after agreeing that you are entitled to a refund. We will not use an inspection process to delay a legally due refund.

When you return a complete order for a refund, we also refund any standard outbound delivery charge paid. Any extra charge for an optional premium delivery service above standard delivery need not be refunded for a change-of-mind cancellation.

For a partial return, any delivery refund depends on the circumstances and applicable law. We do not retrospectively deduct a free-delivery threshold charge from your product refund.

Your bank or payment provider may take additional time to display the credit after we issue it.

Return address

Use the address on the prepaid label or the specific return instructions we provide.

Our business correspondence address is 1910 Baxter Ave, Louisville, KY 40204, United States. It is not automatically the designated address for every return.

Free return postage applies even where we arrange return to a facility outside the United Kingdom.

Email: support@ordelvyn.com
Telephone: +1 681 253 7490