Refund policy

Refund & Returns Policy

Last updated: August 2026

At ORULENN, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible to return it for a refund in accordance with this policy and applicable UK consumer law.

1. Returns

Customers in the United Kingdom generally have the right to cancel an online purchase within 14 days of receiving the goods, without having to provide a reason.

After notifying us of your decision to cancel, the goods should be returned within the applicable period described below.

To be eligible for a return, items should be:

Unused and in their original condition;
In their original packaging where reasonably possible;
Free from damage caused by the customer;
Accompanied by the relevant order information.

Nothing in this policy affects your statutory consumer rights.

2. How to Request a Return

Before sending an item back, please contact us at:

orulennstore@gmail.com

Please include:

Your full name;
Order number;
Product you wish to return;
Reason for the return, if applicable.

We will provide the appropriate return instructions.

Please do not send products to an address without first contacting our support team.

3. Return Shipping

For returns made because you have changed your mind, return shipping costs may be the responsibility of the customer, subject to applicable UK consumer law.

If the product is faulty, damaged, incorrect or does not conform to the order, please contact us before returning it. We will review the situation and provide the appropriate resolution.

4. Faulty or Damaged Items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at:

orulennstore@gmail.com

Please provide your order number and, where possible, photographs or video showing the issue.

Depending on the circumstances and your legal rights, we may offer:

A replacement;
A repair where appropriate;
A partial refund; or
A full refund.

5. Refunds

Once your return has been received and assessed, we will confirm whether your refund has been approved.

Approved refunds will generally be issued to the original payment method.

Refund processing times may vary depending on your payment provider or bank.

Where a refund is legally required, it will be processed in accordance with applicable UK consumer law.

6. Items That Cannot Be Returned

Certain items may not be eligible for cancellation or return where an applicable legal exception applies, including products that have been personalised or sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Any applicable exceptions will be communicated to you where relevant.

7. Exchanges

We do not currently offer direct product exchanges.

If you wish to receive a different product, you may need to return the original item and place a new order, subject to your statutory rights and the terms of this policy.

8. Late or Missing Refunds

If you have been notified that a refund has been processed but have not received it within a reasonable period, please contact your bank or payment provider first.

If the issue persists, contact us at:

orulennstore@gmail.com