Refund policy
Refund Policy
Effective Date: 2026
This Refund Policy applies to all purchases made on Orvexa, operated by SCALVEX Limited.
We want our customers to feel confident when shopping with us. This policy explains how returns, refunds, exchanges and cancellations are handled.
1. Company Information
Orvexa is operated by:
SCALVEX Limited
Company Registration Number: 17011733
Registered Address: 63 Danford Lane, Solihull, B91 1QD, United Kingdom
Customer Support:
Email: scalvex1@outlook.com
Phone: +44 7377 125166
2. 30-Day Return Policy
We offer a 30-day return policy from the date your order is delivered.
To be eligible for a return, the item must be:
Unused
Uninstalled
In its original condition
In its original packaging
Returned with all accessories, manuals, parts and proof of purchase
Lighting fixtures that have been installed, modified, damaged after delivery, or returned without their original packaging may not be eligible for a full refund.
3. Your Legal Right to Cancel
If you are a UK consumer buying online, you have the legal right to cancel your order within 30 days after receiving your goods, without giving a reason.
After notifying us of your cancellation, you then have another 30 days to return the item.
This does not affect your statutory rights.
4. How to Start a Return
To start a return, please contact us before sending anything back.
Email: scalvex1@outlook.com
Phone: +44 7377 125166
Please include:
Your full name
Your order number
The item you wish to return
The reason for return
Photos of the item and packaging, if the item is damaged, faulty or incorrect
Once your return request is approved, we will send you return instructions.
Please do not send items back without contacting us first.
5. Return Shipping Costs
United Kingdom Returns:
For UK customers, we offer free returns for eligible items within the 30-day return period.
We will provide return instructions and, where applicable, arrange a return label or collection.
Europe and International Returns:
For customers outside the United Kingdom, return shipping costs are the responsibility of the customer unless the item is faulty, damaged or incorrect.
Faulty, Damaged or Incorrect Items:
If your item arrives faulty, damaged or incorrect, we will cover the return shipping costs or arrange a replacement where appropriate.
6. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
We aim to process approved refunds within 5 business days after receiving and inspecting the returned item.
In all cases where a refund is legally due, we will process it no later than 30 days after receiving the returned item or receiving proof that you have sent it back.
Please note that your bank or payment provider may take an additional 5 to 10 business days to make the funds available in your account.
7. Original Shipping Costs
If you cancel your order under your statutory cancellation rights, we will refund the standard delivery cost paid at checkout, where applicable.
If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
For voluntary returns outside the statutory cancellation period but within our 30-day return policy, the product price will be refunded once the return is approved.
8. Exchanges
We offer exchanges only if the item is faulty, damaged, incorrect, or if a replacement product is available.
If you would like an exchange, please contact us at:
scalvex1@outlook.com
If the replacement item is unavailable, we will offer a refund instead.
9. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty or incorrect, please contact us within 48 hours of delivery.
Please include:
Your order number
A description of the issue
Clear photos of the item
Clear photos of the packaging
We will review the issue and offer a suitable solution, such as a replacement, repair, return or refund.
10. Non-Returnable Items
The following items cannot be returned unless they are faulty, damaged or incorrect:
Items that have been installed or used
Items that have been modified or altered
Items damaged after delivery by misuse, incorrect installation or improper handling
Custom-made, personalised or special-order items
Items returned without original packaging, accessories or parts
This does not affect your statutory rights.
11. Installation Responsibility
Lighting products should be installed by a qualified electrician.
We are not responsible for damage caused by incorrect installation, misuse, unauthorised modification or failure to follow installation instructions.
12. Order Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
Email: scalvex1@outlook.com
If the order has not yet been dispatched, we will cancel it and issue a refund to your original payment method.
If the order has already been dispatched, you may need to follow the return process after delivery.
13. Late or Missing Refunds
If you have not received your refund after it has been approved, please:
Check your bank account again
Contact your card provider or payment provider
Contact your bank, as processing times may vary
If you have completed these steps and still have not received your refund, please contact us at:
scalvex1@outlook.com
14. Contact Us
For any questions about returns, refunds, exchanges or cancellations, please contact:
SCALVEX Limited
63 Danford Lane
Solihull
B91 1QD
United Kingdom
Email: scalvex1@outlook.com
Phone: +44 7377 125166
Customer support hours:
Monday to Friday: 9:00 AM – 6:00 PM GMT
Saturday and Sunday: Closed