Refund Policy

 

At Onivelle, your satisfaction is important to us. However, due to the nature of our products, specific return conditions apply.

Right to Cancel

Under applicable consumer laws, including the UK Consumer Contracts Regulations 2013 and EU consumer protection laws, you have the right to cancel your order within 14 days of receiving it, without giving any reason.

To exercise this right, you must inform us within 14 days from the date of delivery.

How to Request a Return

To request a return, please contact us at:

Email: office@onivelle.com

Please include your order number and a clear statement that you wish to cancel your order.

Return Conditions

To be eligible for a return, the item must:

- be unused and unworn  
- be in its original condition  
- have all original tags attached  
- be returned in its original packaging  

You are responsible for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Hygiene Policy – Lingerie (IMPORTANT)

Due to hygiene reasons, we do not accept returns or exchanges for:

- lingerie  
- intimate products  

if they have been opened, used, worn, or if the hygiene seal has been removed.

This restriction does not apply to faulty or incorrect items.

International Returns

For orders shipped outside the United Kingdom, including the European Union, United States, and Canada:

- return and exchange processing times may be longer due to international shipping and customs procedures  
- customers are responsible for ensuring that returned items are properly packaged and shipped  
- customs duties, import taxes, or additional charges related to the return may apply and are the responsibility of the customer  

We recommend using a tracked shipping service for all international returns.

Return Shipping Costs

The cost of returning the item is the responsibility of the customer.

Original shipping costs are non-refundable unless the return is due to our error (e.g. faulty or incorrect item).

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within up to 10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since your return was approved, please contact us.

Contact

Onivelle Boutique  
Email: office@onivelle.com  
Phone: +44 7716 575577  

This policy does not affect your statutory rights under applicable consumer law.