Cancellations, Right of Withdrawal and Returns

Right of Withdrawal and Returns

In accordance with European Union legislation, you have the statutory right to withdraw from your purchase within fourteen (14) calendar days of receiving your order, without providing any reason. Our commercial returns policy is integrated with this statutory right to provide you with a simple, unified after-sales process.

To make a return or exercise your right of withdrawal, you must first obtain a return request number linked to your order. This number is generated automatically when you log into your user account, select the item(s) you wish to return, and click the unified "Return / Withdraw from Purchase" button. You will receive an automatic email containing your request number, which serves as immediate legal acknowledgement of receipt.

Important information regarding the condition of the product: You are entitled to try on garments and products (such as wetsuits, swimwear or goggles) to check their size and characteristics, just as you would in a physical store. If a product is returned with a loss of value resulting from handling beyond what is necessary to determine its nature or proper fit (for example, signs of use in water or damage caused by improper fitting), Orca reserves the legal right to deduct the corresponding depreciation from the total amount of your refund. Wherever possible, we kindly ask you to return the product with its original packaging and labels to facilitate processing at our warehouse.

If we receive a return after the 14-day period, or if the returned product is incorrect or does not comply with the applicable legal conditions, we will contact you. If the item is not collected within two months after it has been made available for collection, or if you refuse to receive it, we will consider the item abandoned. We also reserve the right to charge you the corresponding costs where it is possible to arrange the return of the parcel to you.

Return or Withdrawal Process

• From My Account > Orders, select the item(s) you wish to return and confirm by clicking the unified "Return / Withdraw from Purchase" button.

• You will receive a return/withdrawal request email containing your order number and a shipping label, which must be affixed to the outside of the parcel.

• Only returns with carriage prepaid will be accepted, as the user is responsible for the direct costs of returning the goods (reverse logistics) when exercising the right of return or withdrawal.

• Once we have received the product and confirmed its condition at our warehouse, the refund for the returned products will be processed within 4–7 days, including the original standard shipping costs (except in the case of a partial withdrawal, where the customer decides to keep part of the items from the original order).

Returns or Partial Withdrawal of Promotional Offers, Bundles and Free Gifts

The right to partial withdrawal allows you to return individual items that form part of a promotion. However, a partial return will alter the original commercial conditions of the purchase, and the following recalculation rules will apply:

1. Promotional Bundles and Product-Linked Gifts (Looks)

Where a discount or free gift is conditional upon the purchase of a specific combination of items:

• Cancellation of the discount: If you exercise your right of partial withdrawal and return one of the essential items in the bundle, the promotional offer will no longer apply. The items you choose to keep will be recalculated at their standard individual retail price as displayed on the website at the time of purchase. The resulting difference will be deducted from your refund.
• Product-linked gifts: If the promotion included a gift linked to a specific product (for example, a free swim cap with the purchase of a wetsuit) and you decide to return that product, you must also return the gift with the parcel. If you choose to keep the gift, or if it shows signs of wear that prevent it from being resold, the standard retail price of the gift will be deducted from your final refund.

2. Gifts Linked to a Minimum Purchase Threshold

Where you receive a free gift for exceeding a minimum purchase amount in your shopping basket:

• Loss of entitlement to the gift: If you make a partial withdrawal and the value of the products you decide to keep falls below the required minimum purchase threshold (€300), you will no longer be entitled to keep the gift free of charge.
• Resolution: In this case, you must return the gift together with the returned items. If you choose to keep the gift, or if it is not returned in perfect condition, we will deduct the retail price of the gift from the total refund due for the returned products.

Damaged or Incorrect Products

• Products damaged during transport: Record the damage on the delivery note, do not open the parcel, and contact Customer Service immediately at [email protected] or +34 900 670 018.
• Incorrect item received: Please contact Customer Service to arrange a replacement or return.

Product Exchanges

Orca only offers refunds for returned products. If you require a different size, colour or model, please place a new order.