At Ordana, we want you to be completely happy with your purchase. If you are not satisfied with your order, you can return it under the conditions below. This policy does not affect your statutory rights under UK consumer law.
Your Right to Cancel (14 Days)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of the day you receive your item, without giving any reason. To cancel, contact us at Contact@ordana.shop with your order number before the 14-day period ends. You must then return the item within 14 days of telling us you wish to cancel.
Extended 30-Day Returns
In addition to your legal right to cancel, we accept returns of eligible items within 30 days of delivery.
Condition of Returned Items
Please return items:
- Unused and in the condition you received them
- In the original packaging where possible, with all accessories, parts and manuals
- Without signs of installation, damage or alteration
You may handle an item as you would in a shop to check it. If an item has been used or handled more than necessary and has lost value as a result, we may reduce your refund to reflect that loss in value.
Non-Returnable Items
- Gift cards
- Items that are personalised or made to your specifications
Sale and clearance items can be returned within the 14-day cancellation period.
How to Return an Item
- Email us at Contact@ordana.shop with your order number and the item(s) you wish to return.
- We will reply with return instructions and the return address.
- Send the item back securely packed. We recommend using a tracked service and keeping your proof of postage.
Return Shipping Costs
You are responsible for the cost of returning an item, unless it is faulty, damaged or not what you ordered.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible with your order number and photos of the issue. Under the Consumer Rights Act 2015, you are entitled to a full refund if you report a fault within 30 days of delivery. After 30 days, we will offer a repair or replacement, or a refund where a repair or replacement is not possible. We cover the return shipping costs for faulty, damaged or incorrect items.
Refunds
Once we receive your return, or proof that you have sent it back, we will process your refund within 14 days to your original payment method. We do not charge any fee for refunds. Please allow a few extra business days for the money to appear in your account, depending on your bank or payment provider.
If you cancel your entire order within the 14-day period, we also refund the standard delivery cost you paid. Our standard UK delivery is free.
Exchanges
Exchanges are subject to availability. If the item you want is unavailable, we will issue a refund instead.
Order Cancellations Before Dispatch
You can cancel your order free of charge before it has been dispatched by emailing Contact@ordana.shop. Once an order has been dispatched, it can no longer be stopped, but you can still return it under this policy.
Contact Us
Email: Contact@ordana.shop
Address: 1 LindAS Grove, TF1 1QS, Swadlincote, United Kingdom
Business hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time), excluding UK bank holidays
Policy Updates
We may update this policy from time to time. The version published on our website at the time of your order applies to that order.