Refund policy

Returns & Refunds

Return Period

You have the right to return your items within 30 days of receiving your order.

Return Conditions

For a return to be accepted, the item must:

  • Be unused
  • Have all original tags attached
  • Be returned in its original packaging
  • Include a receipt or order confirmation

How to Start a Return

Please contact us at info@ortivia.com before returning anything.
We will then provide you with the return instructions.

Return Address:
Longhua District, Shenzhen, Guangdong, China

Returns sent without contacting us beforehand will not be accepted.

Return Costs

The customer is responsible for the cost of returning an item.

Exception: If an item is faulty or you received the wrong item, we will cover the return costs.

Shipping & Processing Times

Orders are dispatched within 3 business days.

Returns will be reviewed as quickly as possible.

Refunds are issued to the original payment method, typically within 10 business days.
(Bank processing times may vary.)

Return Processing Fee

A £9.99 processing fee will be charged for each return.

Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (such as food, flowers or plants)
  • Custom-made or personalised products
  • Hygiene and cosmetic products
  • Hazardous materials (such as flammable liquids or gases)
  • Sale items and gift cards

Damaged or Incorrect Items

Please check your order as soon as it arrives.

If an item is damaged, faulty or incorrect, please contact us directly at info@ortivia.com and we will work with you to resolve the issue.

Exchanges

We do not offer direct exchanges.

Please return the item and place a new order for the replacement.

Order Cancellation

Orders can be cancelled within 30 minutes of purchase.

If your order has not yet been dispatched, it may be possible to cancel it within 3 days of purchase.

Please contact us at info@ortivia.com to request a cancellation.

Size Responsibility

We provide size guides and fit information on each product page.
It is the customer's responsibility to select the correct size.