At ORGANOVA, we want you to be happy with your purchase.
If something isn’t right, we’re here to help.
1. Your Right to Cancel
If you are a consumer purchasing from us online in the EU or UK, you generally have a legal right to cancel your purchase within 14 days without having to provide a reason.
For goods, the cancellation period generally begins on the day you, or a person you nominate other than the carrier, receives the goods.
To exercise your right of withdrawal/cancellation, please contact us at:
Email: organovainfo@gmail.com
Phone: +386 71 197 902
Please clearly state that you wish to cancel/withdraw from your order and include your order number.
2. Returning an Item
After notifying us that you wish to cancel your purchase, you should return the goods within the applicable legal period.
Items should be returned safely packaged and in a condition that allows us to determine their nature, characteristics and functionality.
You may handle the goods as reasonably necessary to inspect them in the same way you would be able to inspect them in a physical shop.
However, you may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, where permitted by applicable law.
3. Return Shipping Costs
Unless otherwise stated by ORGANOVA or required by applicable law, the direct cost of returning an item under the statutory change-of-mind cancellation right is the customer’s responsibility.
We will clearly communicate any applicable return costs before purchase where required by law.
If an item is faulty, damaged, incorrect or does not conform to the contract, please contact us before returning it. In such cases, your statutory rights apply and we will handle the return in accordance with applicable consumer law.
4. Refunds
Once a valid cancellation has been made, we will process your refund in accordance with applicable law.
For EU consumer purchases, refunds generally include the standard delivery cost originally paid by the customer, although additional costs resulting from choosing a more expensive delivery method may not be refundable.
Where permitted by law, we may wait to issue a refund until we have received the returned goods or you have provided evidence that the goods have been sent back.
Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed with you.
5. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, faulty or materially different from what was ordered, please contact us at:
Please provide your order number and, where useful, photographs of the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
For EU consumers, statutory consumer protection generally includes a minimum two-year legal guarantee for goods, subject to applicable national rules and exceptions. Depending on the circumstances, remedies can include repair, replacement, price reduction or refund.
Nothing in this Returns & Refunds Policy is intended to limit or exclude any mandatory rights you have under applicable consumer protection law.
6. Items Excluded From the Right of Withdrawal
The statutory right of withdrawal does not apply to every type of product or circumstance.
For example, certain goods made to the customer’s specifications or clearly personalised may be excluded, subject to applicable law.
Where an exception applies to a particular product, we will provide the relevant information before purchase.
7. Our 7-Day Dispatch Refund Promise
We want to make sure your order doesn’t remain pending unnecessarily.
If we are unable to dispatch your order within 7 calendar days from the date your order was placed, you may contact us and request cancellation of the affected order.
If you choose to cancel under this 7-day dispatch promise, we will provide a refund for the amount paid for the affected order.
This 7-day dispatch promise is an additional ORGANOVA customer commitment and does not replace, reduce or restrict any statutory cancellation, refund, warranty or other consumer rights that may apply to you.
8. How to Request a Return or Refund
Please contact us with:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for contacting us, if applicable
- Photos, if the item is damaged or defective
Contact:
Email: organovainfo@gmail.com
Phone: +386 71 197 902
Our team will provide you with the appropriate next steps.
9. Important
This policy is intended to explain our standard returns and refund procedures. Where mandatory consumer protection laws provide you with rights that are more favourable than this policy, those legal rights will apply.
ORGANOVA reserves all rights available under applicable law.
