Refund policy
Returns & Exchanges
At ORVN, we stand behind the quality of our modern essentials. If your purchase isn’t exactly what you expected, we offer a straightforward return process via our online portal.
30-Day Returns
You have 30 days from the date you receive your order to request a return.
To be eligible, items must be:
• In their original condition (unworn, unwashed, and unused).
• Complete with all original tags and packaging.
• Accompanied by the Shipping Slip (included in your parcel).
Exchanges (Free Size Exchange — Australia Only)
We offer free size exchange within 30 days of delivery for Australian orders. (Exchanges are limited to one per order.)If you require a different size:
• Start your request via our online return portal and select “Exchange”.
• Once approved, ORVN will provide a prepaid standard Australia Post return label.
• Alternative courier services or upgraded shipping options (e.g., Express or Signature) will not be reimbursed.
• Your replacement item will be dispatched once the original item is received and inspected (subject to stock availability).If your requested size is unavailable, you may choose a refund instead.If you prefer not to wait for your exchange to be processed, you may place a new order immediately and return your original item for a refund.
• Once approved, ORVN will provide a prepaid standard Australia Post return label.
• Alternative courier services or upgraded shipping options (e.g., Express or Signature) will not be reimbursed.
• Your replacement item will be dispatched once the original item is received and inspected (subject to stock availability).If your requested size is unavailable, you may choose a refund instead.If you prefer not to wait for your exchange to be processed, you may place a new order immediately and return your original item for a refund.
International Exchanges
We offer exchanges for international orders within 30 days of delivery.• Return shipping costs are the responsibility of the customer.
• Customers are also responsible for any shipping costs associated with sending the replacement item.
• We recommend using a tracked shipping service, as ORVN is not responsible for items lost in transit.
• Customers are also responsible for any shipping costs associated with sending the replacement item.
• We recommend using a tracked shipping service, as ORVN is not responsible for items lost in transit.
How to Start a Return
We use a self-service return portal to make the process as efficient as possible:
1. Request: Click on [Start A Return] located in our website footer, then enter your Order Number and Email to begin.
2. Pack: Securely pack your items. Include a note with your Order Number and RMA Number (the unique return authorised ID generated by the portal).
3. Ship:
For approved size exchanges (Australia only), use the prepaid return label provided by ORVN.For change-of-mind returns (including international orders), send your package to our Australian warehouse via Australia Post or your preferred courier. We strongly recommend a trackable service, as ORVN is not responsible for items lost in transit.
4. Log Tracking: Return to the portal to enter your tracking number once posted (if applicable). This ensures we can monitor your return and prioritise your exchange or refund.
Return Postage
• Size Exchanges (Australia): ORVN covers return postage via a prepaid standard Australia Post label.• Change of Mind (All Orders): Postage costs are payable by the customer.
• International Orders: Customers are responsible for all return and exchange shipping costs.
• Faulty Items: If an item is deemed faulty, ORVN will cover all return shipping costs.
Items Excluded from Returns
For hygiene and safety reasons, the following items cannot be returned for a "change of mind":• Socks: All socks are final sale and cannot be returned unless faulty.
• Sale Items: Items purchased on sale or during promotional events are final sale and are not eligible for a refund or exchange unless they are faulty.
• Sale Items: Items purchased on sale or during promotional events are final sale and are not eligible for a refund or exchange unless they are faulty.
Faulty Items (Australian Consumer Law)
If an item is defective, damaged, or significantly different from what you ordered, we will make it right. Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair for a major failure.Please contact us at support@orvn.com.au with photos of the fault.
Refunds
Once we receive and inspect your return, we will notify you via email. If approved, your refund will be processed automatically to your original payment method within 10 business days.
Duties & Taxes (International Orders)
International orders may be subject to duties and taxes upon arrival in the destination country. These charges are the responsibility of the customer and are not included in the item or shipping price.