Review Policy

Review Policy

Last updated: August 2026

At Orvano, customer reviews are one of the most valuable tools we have — both for helping shoppers make informed decisions and for helping us improve. This page explains how we collect reviews, how we handle them, and our unwavering commitment to authenticity and transparency.

1. How We Collect Reviews

We collect customer reviews through the following channels:

📧 Post-Purchase Emails

After your order has been delivered, we may send you a follow-up email inviting you to share your experience. These emails are sent only to verified customers who have completed a purchase — we do not solicit reviews from people who have not bought from us.

Participation is entirely voluntary. You are under no obligation to leave a review, and declining will not affect your account, future orders, or any discounts or offers you may be entitled to.

🌟 On-Site Product Reviews

Where enabled on our website, customers can leave product-specific reviews directly on individual product pages. These reviews are linked to verified purchases to ensure authenticity.

📊 Third-Party Review Platforms

We may also collect and display reviews via trusted third-party platforms such as Trustpilot or Google Reviews. Reviews submitted on these platforms are governed by the respective platform's own policies and moderation standards, which are independent of Orvano.

Links to our third-party review profiles:

  • Trustpilot: trustpilot.com — search for Orvano
  • Google: Search for "Orvano reviews" on Google Maps or Google Search

2. Our Commitment to Authentic Reviews

We are fully committed to the integrity of our review process. Authentic reviews — whether positive or negative — are essential to building trust with our customers and to holding ourselves accountable.

What we do:

  • Publish all verified reviews, including critical ones, provided they comply with our content guidelines below.
  • Never pay for, incentivise, or solicit positive reviews in exchange for discounts, free products, or any other benefit.
  • Never suppress or hide negative reviews simply because they reflect poorly on us.
  • Respond to negative reviews professionally and constructively, and use them to improve our products and service.
  • Never post fake reviews ourselves or commission third parties to do so.
  • Never manipulate review scores through selective display, artificial boosting, or any other deceptive means.

What this means for you:

When you read reviews on the Orvano website or on third-party platforms, you can trust that they reflect the genuine experiences of real customers. We do not cherry-pick only the best feedback.

3. Review Content Guidelines

We reserve the right to remove or decline to publish a review only in the following limited circumstances:

  • The review contains offensive, abusive, discriminatory, or defamatory language.
  • The review includes personal data such as names, addresses, or contact details of third parties.
  • The review contains spam, promotional content, or links to external websites.
  • The review is clearly fraudulent — for example, submitted by someone who did not purchase the product, or submitted multiple times by the same person.
  • The review relates to circumstances entirely outside our control, such as carrier delays, and does not reflect the product or service we provided.

We will never remove a review solely because it is negative or critical of our products or service. Honest criticism helps us improve and helps other customers make informed decisions.

4. Responding to Reviews

We actively monitor and respond to reviews across all platforms. Our responses aim to:

  • Acknowledge and thank customers for positive feedback.
  • Address concerns raised in negative reviews with honesty and a genuine desire to resolve the issue.
  • Provide context where a review may be based on a misunderstanding, without dismissing the customer's experience.

If you have left a review and would like to discuss your experience further, please contact us directly at orvano.co@outlook.com.

5. Compliance with UK Consumer Law

Our review practices are designed to comply with the UK Consumer Protection from Unfair Trading Regulations 2008 and the Competition and Markets Authority (CMA) guidance on online reviews. We do not engage in any practice that the CMA would consider misleading or deceptive in relation to consumer reviews.

We also comply with the requirements of the EU Omnibus Directive for any customers based in the European Union, which requires businesses to disclose whether reviews are verified and how they are processed.

6. Leaving a Review

We genuinely value your feedback. If you have recently received an order from Orvano, we would love to hear about your experience — good or bad. You can leave a review by:

  • Clicking the link in your post-purchase email.
  • Visiting the product page on our website and scrolling to the reviews section.
  • Leaving a review directly on Trustpilot or Google.

Your honest feedback helps other shoppers and helps us become a better brand.

Questions About This Policy?

If you have any questions about how we collect or handle reviews, please get in touch:

  • Email: orvano.co@outlook.com
  • Phone: +44 7520 689 456
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)