RETURN AND REFUND POLICY

Introduction At Oriella, we strive to ensure our customers are fully satisfied with their purchases. This Return and Refund Policy is governed by the UK Consumer Contracts Regulations and the Consumer Rights Act 2015.

Right to Cancel (Cooling-Off Period) Under UK law, you have the statutory right to cancel your order for any reason within 14 days of receiving your goods. To exercise this right, you must inform us of your decision to cancel by a clear statement via email at oriella.uk@gmail.com, You then have a further 14 days to return the goods to us.

Conditions for Returns To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Non-Returnable Items (Hygiene & Safety) For health, safety, and hygiene reasons, we strictly do not accept returns or exchanges on the following items unless they are faulty:

  • Intimates, lingerie, and underwear.

  • Swimwear (if the hygiene seal has been removed).

  • Pierced jewelry (e.g., earrings).

  • Health, beauty, and cosmetic products that have been opened or unsealed.

Damaged, Defective or Incorrect Items Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at oriella.uk@gmail.com with photographic evidence. We will evaluate the issue and make it right by offering a replacement or a full refund, including original shipping costs.

Return Shipping Costs As the customer, you are responsible for paying the shipping costs for returning your item (unless the item is faulty or not as described). We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Please contact us to receive the designated return address. Do not send your purchase back to the manufacturer.

Refund Process Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, you will be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund.