Refund policy

Refund policy — 30-day returns on unused items

Last updated: 25 October 2026

1. 30-day returns

If you change your mind, you can request a return within 30 days of delivery and get the price of the returned goods back.
Unused items only: we can only take back items that are unused, clean, complete and in their original packaging (for LED panels: never mounted, the mounting tape unopened, no adhesive residue, not bent sharply). You may unpack an item and switch it on to look at it — but if you may want to return it, please do not stick it anywhere. Items that have been used cannot be returned unless they are faulty (point 3).
To start a return, e-mail hello@orvel.online or use our contact form with your order number first. We reply with the return address. Parcels sent without a confirmed return request, or sent cash-on-delivery, are not accepted.
Return shipping is at your own cost; please use a tracked service — we are not responsible for returns lost or damaged on the way to us.
We refund within 14 days of receiving and checking the returned goods, using the original payment method. Shipping costs, and the “Shipping protection” fee once the parcel has been shipped, are not refunded.
Returned items that turn out to be used, mounted, with adhesive residue, bent, scratched, incomplete or without their packaging are not refunded; we send them back to you at your cost or, if you do not take them back within 30 days, dispose of them.
Sets: when you return part of a set (for example 1 item of a 3-item set), the refund is based on the price you actually paid; the set discount on the items you keep is recalculated (the kept items are charged at the price of the matching smaller set or of a single item) and deducted.
We may refuse requests that abuse the return policy (for example repeated returns).

2. Statutory right of withdrawal (EU/EEA consumers)

Consumers in the EU/EEA may withdraw from a distance contract within 14 days of delivery without giving a reason, by a clear statement sent to us (the model form below may be used).
You bear the direct cost of returning the goods. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. You are liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning — items that have been used (mounted with the tape, with adhesive residue or bent) have lost their value as new goods, and we deduct that loss, up to the full price of the item.

3. Faulty items

If an item arrives faulty (for example it does not light up when connected to a working 5 V USB power source, or a part is broken) or an item is missing, e-mail hello@orvel.online or use our contact form with your order number and photos — please do so within 14 days of delivery so we can check it with our supplier.
We replace the faulty or missing item. If that is not possible, we refund the price of that item. Normal wear, damage caused by misuse, sharp folding, water, heat, unsuitable power sources, or use against the instructions are not defects. Small differences in colour shade, brightness, finish and size compared with the photos are normal and are not defects; the companion app is provided by a third party and may change.
Consumers keep their statutory rights for goods that do not conform to the contract under the law that applies to them.

4. Chargebacks and disputes

Please contact us before opening a payment dispute — almost every problem is solved faster in writing. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.
EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: Orvel, hello@orvel.online
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …