Return & Refund Policy
1. 30-day return window
If you change your mind, you can return any product that is unopened, unused and still in its original sealed packaging within 30 days of delivery. This is our own returns policy: it sits on top of your statutory rights (section 4) and never reduces them. Products that have been opened or used cannot be returned under this policy for hygiene reasons; this does not affect your rights for damaged or defective products (section 5). The same window applies to optional add-ons accepted after the checkout.
2. How to return — three steps
- Step 1 — register the return first. E-mail support@orivelleonline.com within the 30-day window with your order number, the product(s) you want to return and the reason. Returns sent without registration cannot be matched to an order and cannot be accepted.
- Step 2 — approval and instructions. We reply within two business days and confirm the return address and instructions by e-mail. Pack the item securely and send it with a tracked service; keep the tracking receipt until the refund is issued.
- Step 3 — inspection and refund. Once the return arrives and passes inspection we issue the refund within 14 days to the original payment method. Your bank or wallet provider may take a few more days to show it.
3. Return costs
Under this voluntary policy you pay the cost of return postage, and the original delivery charge is not refunded — except when you cancel within 14 days of delivery under the statutory cancellation right (United Kingdom, European Union, the United Kingdom and Norway), in which case the standard delivery charge is refunded as well (section 4). Orders whose delivery was refused are treated as returns and any costs charged to us for the refusal are deducted from the refund.
4. Your statutory rights (United Kingdom and European Union)
If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order without giving a reason within 14 days beginning the day after you (or someone you nominated) receive the products. Tell us in a clear statement (an e-mail is enough — you may use the form below but do not have to) before the 14 days end, then send the products back within 14 days of telling us. We refund every payment received from you, including the standard delivery charge (but not the extra cost of any premium delivery option), no later than 14 days after we receive the products back or you show proof of having posted them, using your original payment method. You pay the direct cost of returning the products. We may deduct from the refund an amount reflecting any reduction in the value of the products caused by handling beyond what is necessary to establish their nature, characteristics and functioning — the equivalent of examining them in a shop. Products that are sealed for hygiene reasons cannot be returned under this right once the seal has been broken after delivery.
Separately, under the Consumer Rights Act 2015 the products must be as described, of satisfactory quality and fit for purpose. If they are not, you may reject them and receive a full refund within 30 days of delivery; after that you are entitled to a repair or replacement and, if that fails or is not possible, to a refund. Section 5 explains how we handle faulty items in practice.
Customers in the European Union have the equivalent 14-day right of withdrawal on the same terms and benefit from the legal guarantee of conformity under their national law.
Model cancellation form (complete and return only if you wish to cancel): To GROWCART LTD, 12 Millwood Court, Alderfield Drive, Liverpool, Merseyside, L24 6TQ, United Kingdom, support@orivelleonline.com: I hereby give notice that I cancel my contract of sale of the following goods: ______, ordered on ______ / received on ______, name of consumer: ______, address of consumer: ______, date: ______.
5. Damaged, defective or wrong items
If a product arrives damaged, is defective or is not what you ordered, e-mail us within 14 days of delivery with your order number and photos. We send a free replacement or refund you in full, including delivery, and we never charge you for return postage in these cases. This is how we apply your rights under the Consumer Rights Act 2015 in practice; it does not replace them, and consumers elsewhere keep the legal guarantee that applies in their country.
6. Refunds
Refunds always go to the payment method used for the order. If you paid with a wallet or buy-now-pay-later service, the refund is processed through that provider and appears according to its timelines. We may reduce or decline a refund under the voluntary policy when a returned item is opened, used or damaged after delivery, or was sent without registration.
7. A note on chargebacks
If a charge looks wrong, please contact us first — most billing questions are resolved within a few days and a refund from us reaches you faster than a card dispute. Where a chargeback is raised for a charge that was disclosed and authorised and the order was delivered, we will provide our order, consent and delivery records to the card network.
8. Contact
GROWCART LTD
Company no. 17450554
Registered in England and Wales
Registered office: 12 Millwood Court, Alderfield Drive, Liverpool, Merseyside, L24 6TQ, United Kingdom
E-mail: support@orivelleonline.com
Order tracking: orivelleonline.com/track
Effective date: 27 September 2026