Refund Policy

Refund & Return Policy

Last updated: June 18, 2026

At Orvana, we want you to feel confident about every order. Because our products are ingestible dietary supplements, we follow specific return requirements to protect product quality and customer safety.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return, the product must be:

  • Unopened

  • Unused

  • In its original packaging

  • Sealed with the safety seal fully intact

  • Accompanied by proof of purchase

Products that have been opened, used, or had their safety seal removed are generally not eligible for return unless they arrived damaged, defective, or incorrect.

Starting a Return

Before sending anything back, contact us at [CUSTOMER SUPPORT EMAIL] and include:

  • Your full name

  • Your order number

  • The product you wish to return

  • A brief explanation of the return request

If your return is approved, we will provide return instructions and the correct return address.

Do not send returns to the manufacturer, fulfillment facility, or the address shown on the original shipping label unless we specifically instruct you to do so. Unauthorized returns may not be received or refunded.

Items returned without prior approval may be refused.

Return Shipping

For approved returns resulting from a change of mind, the customer is responsible for return-shipping costs.

We recommend using a trackable shipping service and retaining the shipping receipt. Orvana is not responsible for return packages that are lost or damaged while being shipped back to us.

If the return is caused by an error on our part—such as receiving a damaged, defective, or incorrect product—we will cover the reasonable cost of return shipping when a return is required.

Original shipping charges are non-refundable unless:

  • The order arrived damaged, defective, or incorrect

  • The package was confirmed lost in transit

  • A refund of shipping charges is required by applicable law

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If your product is damaged, defective, leaking, improperly sealed, or different from what you ordered, contact us within 30 days of delivery.

Please provide:

  • Your order number

  • A description of the problem

  • Clear photographs of the product

  • Clear photographs of the packaging and shipping label

Do not discard the affected product or packaging until your claim has been reviewed.

Once approved, we may offer a replacement or refund at no additional cost to you.

Opened Supplements

For health and safety reasons, we cannot accept returns of supplements that have been opened, used, or had their safety seal removed solely because of personal preference, taste, buyer’s remorse, or a change of mind.

This restriction does not limit your rights when a product is damaged, defective, incorrectly supplied, unsafe, or otherwise covered by applicable consumer-protection law.

Individual results can vary, and dissatisfaction with the results of a supplement does not by itself mean that the product is defective.

Order Cancellations and Changes

Order-cancellation and address-change requests should be submitted within two hours of purchase.

We will make a reasonable effort to accommodate your request, but cancellation or modification is not guaranteed once an order has entered fulfillment, been prepared, or shipped.

If the order has already entered production or fulfillment, it may no longer be eligible for cancellation.

Lost Packages

If tracking shows that your order has not arrived or appears to be lost in transit, contact us no later than 30 days after the estimated delivery date.

We will review the tracking information and work with the carrier and fulfillment provider to investigate the shipment.

Packages marked as delivered by the carrier are not automatically considered lost. Before contacting us, please check:

  • Around the delivery location

  • With household members

  • With neighbors

  • With apartment or building management

  • With the local shipping carrier

Please see our Shipping Policy for additional information about lost, delayed, returned, or incorrectly addressed packages.

Refund Review

Once an approved return is received, we will inspect it and notify you whether the refund has been approved.

Products that are opened, used, damaged after delivery, missing their safety seal, or returned outside the approved process may not qualify for a refund.

When approved, refunds are issued to the original payment method. We aim to process approved refunds within five business days after completing our review.

Your bank, credit-card issuer, or payment provider may require additional time to post the refund to your account.

Late or Missing Refunds

If you have been notified that a refund was issued but have not received it:

  1. Check the original payment account again.

  2. Contact your credit-card company or payment provider.

  3. Contact your bank, as processing delays may occur.

If the refund is still missing after completing these steps, contact us at [CUSTOMER SUPPORT EMAIL].

Exchanges

We do not offer direct exchanges for unopened products.

To replace an eligible unopened item, request a return and place a separate order for the preferred product after the return has been approved.

Damaged, defective, or incorrect products may qualify for a replacement without requiring a new purchase.

Promotional and Discounted Products

Unless a product is clearly marked as final sale before purchase, promotional and discounted products are subject to the same eligibility requirements described in this policy.

A discount does not reduce your rights regarding products that are damaged, defective, incorrect, or otherwise nonconforming.

Subscription Orders

Canceling a subscription stops future eligible renewals but does not automatically cancel or refund an order that has already been processed.

Subscription changes or cancellations must be completed before the next order enters fulfillment. Orders already processed are subject to the same return and refund requirements described in this policy.

International Customers

Customers are responsible for reviewing applicable import requirements before placing an international order.

Orders rejected, abandoned, refused, or returned because of unpaid customs charges, import restrictions, an incorrect address, or failure to collect the package may not qualify for a refund, except where applicable law requires otherwise.

Customs duties, import taxes, brokerage charges, and similar fees are generally non-refundable by Orvana because they are collected by governmental authorities or third parties.

Customers in the European Economic Area and United Kingdom

Where applicable, customers in the European Economic Area or United Kingdom may have a statutory right to cancel an eligible online purchase within 14 days of delivery, without providing a reason.

To exercise this right, contact us within the applicable cancellation period. Returned products must be sent back according to the instructions we provide.

The customer may be responsible for the direct cost of return shipping unless the product is faulty, incorrect, or applicable law requires otherwise.

The statutory right to cancel may not apply to sealed products that are unsuitable for return for health or hygiene reasons after the seal has been broken, where permitted by applicable law.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

Refused and Unauthorized Returns

Refusing delivery does not automatically qualify an order for cancellation or refund.

Shipping charges, return-to-sender fees, customs fees, and reshipment costs may be deducted from any refund where legally permitted.

Packages sent to an unauthorized address, including the manufacturer or fulfillment facility, may not be recoverable and may not qualify for a refund.

Abuse of the Return Policy

Orvana reserves the right to deny returns or refunds where there is evidence of:

  • Return fraud

  • Repeated or excessive refund requests

  • Product tampering

  • False claims

  • Abuse of promotional offers

  • Violation of this policy

This provision will not be used to deny any rights or remedies required by applicable law.

Your Legal Rights

This policy is intended to supplement—not replace—rights provided under applicable consumer-protection laws.

Where a provision of this policy conflicts with a mandatory legal right, the applicable legal requirement will control.

Contact Us

For questions, cancellations, return requests, or refund assistance, contact:

Orvana Customer Care
Email: info@shoporvana.com
phone number: (443) 464 9676
Business address: 1207 Delaware Ave, Wilmington DE 19806