Refund policy
Return & Refund Policy
At Orvani Pet, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below.
30-Day Return Period
You have the right to return your order within 30 days after receiving your item.
To be eligible for a return, the item must:
- be unused and in its original condition
- be returned with all original packaging (where reasonably possible)
- not show signs of misuse or excessive wear
Certain products may not be eligible for return for hygiene or legal reasons if they have been used.
How to Start a Return
To request a return, please contact us first.
Email: orvani@outlook.de
Please include:
- your order number
- your full name
- the reason for the return (optional but appreciated)
- photos if the item arrived damaged or defective
Returns sent without prior authorization may not be accepted.
Return Shipping
Unless the product is defective, damaged, or incorrect, customers are responsible for the cost of return shipping.
The return address will be provided after your return request has been approved.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If your item is:
- damaged during shipping,
- defective,
- or you received the wrong product,
please contact us within 7 days of delivery with photos of the issue.
We will gladly arrange a replacement or issue a full refund at no additional cost.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time.
Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, please return your original order (if eligible) and place a new order.
Order Cancellations
Orders may be cancelled before they have been processed for shipment.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- products that have been used
- customized or personalized items
- gift cards (if applicable)
- items excluded by applicable law
Contact
If you have any questions regarding returns or refunds, please contact us:
Orvani Pet
Leon-Alexander Nikolay
Hauptstraße 5
56235 Ransbach-Baumbach
Germany
Email: orvani@outlook.de