Refund policy
Returns and Refund Policy
14-day right of withdrawal
If your order is delivered within the European Union, you may withdraw from your purchase within 14 calendar days after receiving the goods, without giving a reason.
To begin a return, contact us at oluchysaviour@gmail.com and provide your order number. Please do not send products to our public company address. Because products may be dispatched from different European fulfilment centres, we will provide the correct return address and instructions for your item.
After notifying us, you must return the goods within 14 days.
Condition of returned products
You may examine the product as you would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to examine its nature, characteristics and operation.
Where available, please return the product with its accessories, instructions and original packaging. Missing packaging alone does not remove your statutory withdrawal rights.
Return delivery costs
For a change-of-mind return, the customer is responsible for the direct return-delivery cost. For products fulfilled by Hertwill within the EU, the return charge is normally equal to the original delivery charge shown at checkout.
For large products that cannot normally be returned by post, an estimated return cost will be displayed on the relevant product page before purchase.
Ordelia Home will cover reasonable return costs when an item is defective, damaged in transit, incorrect or materially different from its description.
Refunds
We will reimburse the product price and the cost of the least expensive standard delivery method offered for the order within 14 days after receiving your withdrawal notice.
We may withhold the refund until the returned goods are received or you provide evidence that they have been sent back, whichever occurs first. Refunds will normally be made using the original payment method unless another method is expressly agreed.
Your bank or card provider may require additional time to display the refund.
Damaged, defective or incorrect products
Please inspect your order when it arrives. If it is damaged, defective or incorrect, contact oluchysaviour@gmail.com promptly with your order number and, where helpful, photographs of the product and packaging.
For new movable goods sold by a trader established in Portugal, the statutory conformity period is generally three years from delivery. Your available legal remedies may include repair, replacement, a proportionate price reduction or termination of the contract.
Exceptions
The withdrawal right may not apply where the law provides an exception, including clearly personalised goods or sealed goods that are unsuitable for return for health-protection or hygiene reasons after being unsealed. Any applicable exception will be stated before purchase.
Contact
Email: oluchysaviour@gmail.com
Please contact us before sending any return so that we can provide the correct instructions and return destination.