At ORVIEN, we want you to feel confident when shopping with us. If there is a problem with your order, our team will work with you to find an appropriate solution.
This policy explains how returns, exchanges, damaged items, and refunds are handled for orders placed through ORVIEN UAE.
Return Eligibility
A return request may be accepted if the product:
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Is unused and in its original condition
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Includes its original packaging, accessories, and included items
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Shows no signs of misuse, damage, or alteration by the customer
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Meets the return conditions applicable to the product
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Is accompanied by valid proof of purchase or an ORVIEN order number
Please contact us before returning any item. Items sent back without an approved return request may not be accepted.
Changed Your Mind?
If you would like to return an item because you changed your mind, contact our customer support team as soon as possible after receiving your order.
Eligibility for a change-of-mind return may depend on the product's condition, category, and any exclusions stated on the product page.
Products must remain unused, complete, and in their original packaging to be considered for return.
Original delivery charges and return shipping costs may not be refundable unless required by applicable law or the return is due to an error by ORVIEN.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us promptly.
Please provide:
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Your order number
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Clear photos or videos showing the issue
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Photos of the product packaging where relevant
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A brief explanation of the problem
Once the issue has been reviewed, we may offer an appropriate solution such as a replacement, exchange, repair, or refund, depending on the circumstances and applicable UAE consumer protection requirements.
Missing Items
If an item or accessory is missing from your order, please contact us with your order number and clear photos of the package and items received.
Our team will review your order and assist you with the appropriate solution.
Non-Returnable Items
Certain products may not be eligible for return for hygiene, safety, customization, or other product-specific reasons.
Non-returnable products may include, where applicable:
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Used or damaged products
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Products returned without original packaging or accessories
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Personalized or customized items
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Hygiene-sensitive products once opened or used
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Products damaged due to misuse, improper handling, or accidental damage
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Items clearly marked as non-returnable, where permitted by applicable law
This does not limit any rights you may have for defective, damaged, or incorrectly supplied products under applicable UAE law.
Return Approval
After you contact us, our team will review your request.
If the return is approved, we will provide instructions on how and where the product should be returned.
Please do not send products back before receiving return instructions from ORVIEN.
Return Inspection
Returned products may be inspected after they are received.
We will check the product's:
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Condition
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Packaging
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Accessories
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Reason for return
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Eligibility under this policy
If the returned item does not meet the applicable return conditions, the return or refund request may be declined where legally permitted.
Exchanges
Where eligible, we may offer an exchange for another unit or product depending on availability.
If the requested replacement is unavailable, another suitable resolution may be offered.
Refunds
Once an eligible return is received, inspected, and approved, we will process the applicable refund.
Approved refunds will normally be issued through the original payment method where possible.
The time required for the funds to appear in your account may vary depending on your bank, card provider, payment service, or other payment method.
Shipping Costs
If a return is required because the item supplied by ORVIEN was damaged, defective, or incorrect, applicable return arrangements will be communicated by our support team.
For eligible change-of-mind returns, the customer may be responsible for return delivery costs where permitted by applicable law.
Any original shipping or delivery fees may be non-refundable unless otherwise stated or required by law.
Orders Damaged During Delivery
If your package appears damaged when it arrives, please take clear photos or videos of the packaging and product before disposing of any packaging materials.
Contact us promptly so our team can investigate the issue.
Order Cancellation
If you wish to cancel an order, contact us as soon as possible.
If the order has not yet been processed or dispatched, we will try to cancel it.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.
Our Commitment
ORVIEN aims to handle legitimate return, replacement, and refund requests fairly and efficiently.
Nothing in this policy is intended to exclude or restrict consumer rights available under applicable laws of the United Arab Emirates.
Need Help?
For any return, exchange, refund, damaged-product, or order-related enquiry, please contact ORVIEN through our Contact Us page.
Please include your order number whenever possible so we can assist you more quickly.