Refund policy

At ORREX, customer satisfaction is important to us. We want you to shop with confidence. If you are not completely satisfied with your purchase, please review the following policy to understand your return and refund options.

1. 30-Day Return Policy

You may request a return within 30 days from the date your order was delivered.

To be eligible for a return, the item must:

  • Be unused and in its original condition

  • Be free from damage caused by the customer

  • Include the original packaging, where applicable

  • Include all accessories, manuals, and documentation originally supplied with the product

  • Be accompanied by your order number or proof of purchase

Items that do not meet these requirements may not be eligible for a refund or may be subject to a partial refund.

2. How to Request a Return

Please contact our customer support team before sending any item back.

When requesting a return, please provide:

  • Your order number

  • The name of the product

  • The reason for the return

  • Photos or videos when requested, especially for damaged, defective, or incorrect items

We will review your request and provide the appropriate return instructions, including the return address or shipping label when applicable.

Please do not return an item without receiving return instructions from us first.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, not functioning as described, or different from the product you ordered, please contact us as soon as possible.

We may request clear photos or videos to verify the issue.

If the problem is confirmed to be our responsibility, we will provide an appropriate resolution, which may include:

  • A replacement

  • A refund

  • A partial refund

  • Another appropriate solution

When applicable, we will cover reasonable return shipping costs for products confirmed to be defective, damaged, or incorrectly shipped.

4. Change of Mind or Unwanted Items

If you change your mind or no longer want an item, you may request a return within the 30-day return period, provided the item meets all return requirements.

For change-of-mind returns:

  • The customer may be responsible for return shipping costs.

  • Original shipping charges are generally non-refundable.

  • The item must be returned in its eligible original condition.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds are normally processed within 7–10 business days after the returned item has been received and inspected.

Refunds are issued to the original payment method used for the purchase.

Please note that your bank, credit-card provider, or payment processor may require additional time to make the refunded amount available in your account.

6. Partial Refunds

A partial refund may be issued when a returned product has:

  • Signs of use beyond what is reasonably necessary to inspect the item

  • Missing packaging or accessories

  • Damage caused after delivery

  • Missing components

  • A condition that materially reduces its resale value

Any partial refund will depend on the condition of the returned product.

7. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Final-sale or clearance items clearly identified as non-returnable

  • Custom-made or personalized products

  • Digital or downloadable products

  • Gift cards

  • Products that cannot reasonably be returned for health, hygiene, or safety reasons where applicable

  • Products that have been used, altered, damaged, or otherwise made unsuitable for resale

Additional product-specific restrictions may be stated on the applicable product page.

8. Exchanges

We may offer exchanges for eligible products, subject to product availability.

If the requested replacement is unavailable, we may provide a refund or another appropriate solution.

For exchanges requested because of a change of mind, applicable shipping costs may be the customer's responsibility.

9. Return Shipping

For returns caused by a defective, damaged, incorrect, or significantly misrepresented product, we will work with you regarding reasonable return shipping arrangements.

For returns caused by a change of mind, incorrect selection, or another reason not caused by ORREX, the customer may be responsible for return shipping costs.

Return shipping costs are generally non-refundable unless the return is caused by our error or a confirmed defective or damaged product.

10. Lost or Damaged Return Packages

Customers are responsible for securely packaging items being returned.

When the customer is responsible for return shipping, we recommend using a trackable shipping service and keeping proof of shipment until the return has been completed.

ORREX is not responsible for items lost or damaged during return transportation when the customer arranged and paid for the return shipment.

11. Undelivered or Returned-to-Sender Orders

If an order is returned to us because of an incorrect or incomplete shipping address, refusal of delivery, or failure to collect the package, please contact our customer support team.

Any refund or reshipment will be reviewed on a case-by-case basis.

Additional shipping costs may apply if the customer requests that the order be shipped again.

12. Late or Missing Refunds

If your refund has been approved but you have not received it, please:

  1. Check your original payment account.

  2. Contact your bank or payment provider.

  3. Allow additional processing time for the transaction.

If you still cannot locate your refund, please contact our customer support team with your order number.

13. Order Cancellation

If you need to cancel your order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipping.

Once an order has been processed or shipped, cancellation may no longer be possible and the standard return process may apply.

14. Policy Exceptions and Consumer Rights

ORREX reserves the right to refuse returns or refunds that do not meet the requirements of this policy, except where applicable law provides otherwise.

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded under applicable law.

15. Contact Us

If you have questions about our refund or return policy, please contact our customer support team.

When contacting us about an existing order, please include your order number and a brief description of the issue so that we can assist you as quickly as possible.

Thank you for choosing ORREX. We appreciate your trust and are committed to providing a reliable and straightforward shopping experience.