Return, Exchange & Refund Policy

Return, Exchange & Refund Policy

At Orval, we strive to provide the best shopping experience for our customers. If you are not completely satisfied with your purchase, we're here to help. Please read our policy below for details on returns, exchanges, refunds, and handling damaged or defective items.

Returns

Eligibility for Returns
  • Items must be returned within 30 days of the delivery date.
  • Items must be unused, unwashed, and in the same condition that you received them.
  • Items must be in the original packaging with all tags attached.
Process for Returns
  1. Contact Us: Before returning an item, please contact our customer service team at [email protected] to initiate the return process.
  2. Return Authorization: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number along with instructions on how to return your item.
  3. Ship the Item: Pack the item securely in its original packaging and include the RMA number. Ship the item to the address provided in the return instructions.
Return Shipping Costs
  • United States Customers: We offer a 30-day free return service for our US customers. A prepaid shipping label will be provided.
  • Other International Customers: The cost of return shipping is the responsibility of the customer unless the return is due to a product defect or issue.

Exchanges

Eligibility for Exchanges
  • Items must be returned within 30 days of the purchase date.
  • Items must be unused, unwashed, and in the same condition that you received them.
  • Items must be in the original packaging with all tags attached.
Process for Exchanges
  1. Contact Us: Before exchanging an item, please contact our customer service team at [email protected] to initiate the exchange process.
  2. Exchange Authorization: Once your exchange request is approved, you will receive instructions on how to proceed with the exchange.
  3. Ship the Item: Pack the item securely in its original packaging and include the details of the item you wish to exchange it for. Ship the item to the address provided in the exchange instructions.
Exchange Shipping Costs
  • United States Customers: We offer a 30-day free exchange service for our US customers. A prepaid shipping label will be provided for the return of the original item and the shipment of the new item.
  • Other International Customers: The cost of shipping for exchanges is the responsibility of the customer unless the exchange is due to a product defect or issue.

Damaged or Defective Items

We take great care in packaging and shipping our products. However, if you receive a damaged or defective item, we apologize for any inconvenience and will make it right.

Process for Damaged or Defective Items:

  1. Contact Us: Please contact our customer service team immediately at [email protected] to report the issue. Provide your order number and details of the damage or defect, including photos if possible.
  2. Inspection: We may request additional information or photos to assess the damage or defect.
  3. Resolution: Once the issue is confirmed, we will offer you a replacement or a full refund. If a replacement is not available, you will be refunded the full purchase price, including any shipping charges.

Return Shipping Costs for Damaged or Defective Items:

  • For both US and international customers, Orval will cover the cost of return shipping for damaged or defective items. A prepaid shipping label will be provided.

Refunds

Eligibility for Refunds
  • Items must be returned within 30 days of the delivery date.
  • Items must be unused, unwashed, and in the same condition that you received them.
  • Items must be in the original packaging with all tags attached.
Process for Refunds
  1. Inspection: Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria.
  2. Approval: If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 3-5 working days, depending on your card issuer's policies.
Refund Shipping Costs
  • United States Customers: We offer a 30-day free return service for our US customers. A prepaid shipping label will be provided.
  • Other International Customers: The cost of return shipping is the responsibility of the customer unless the return is due to a product defect or issue.
Non-Refundable Items
  • Items purchased on final sale