Returns & Refunds Policy

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. We extend this to 28 days as a goodwill gesture. Your statutory rights are not affected by this policy.

You may return most items within 28 days of receipt for a full refund, provided the product is unused and in its original, sealed packaging, you contact us before returning any item to obtain a return authorisation, and the item is returned safely and in a condition suitable for resale.

For hygiene and food safety reasons, we are unable to accept returns of any loose-leaf tea that has been opened or used, products returned without original packaging, or perishable goods that have passed their best-before date.

This does not affect your rights in the case of faulty, mislabelled, or incorrectly described products — see section 5.

Step 1: Email us at hello@orivaine.com within 28 days of receiving your order, including your order number and reason for return.

Step 2: We will respond within 2 business days with return instructions and a return authorisation number.

Step 3: Package the item securely and post it to our returns address (provided with your authorisation).

Step 4: We recommend using a tracked postal service. We cannot accept responsibility for returns lost in transit.

Step 5: Once we receive and inspect the item, we will issue your refund within 5–10 business days to your original payment method.

If your order arrives damaged, faulty, or different from what you ordered, please contact us promptly, and in any event within 30 days of delivery, in line with your rights under the Consumer Rights Act 2015, at hello@orivaine.com with your order number and a photograph of the issue. We will offer a full refund or replacement at no cost to you, including return postage where required.

Unless the item is faulty, mislabelled, or incorrectly described, return postage costs are the responsibility of the customer. We recommend using a tracked service as we cannot be held responsible for returns lost in the post.

If you purchased from us via TikTok Shop, please start your return through TikTok Shop. TikTok Shop's returns process applies to those orders and may differ from the above. Our team is still happy to help - contact us at hello@orivaine.com.

Approved refunds will be processed to your original payment method within 5–10 business days. Bank processing times can differ. Original delivery charges are non-refundable unless the return is due to our error.