Refund policy
RETURNS & REFUNDS POLICY
Last Updated: September 23, 2026
At ORENZA, we want you to feel confident with every purchase. If something isn’t right, eligible items may be returned in accordance with the policy below.
1. 30-DAY RETURN WINDOW
We offer a 30-day return period starting from the date your item is delivered.
Where applicable, the return window may be extended to account for weekends or holidays in accordance with our store return rules.
To be eligible for a return, your request must be submitted within the applicable return period.
2. RETURN ELIGIBILITY
To qualify for a return, items must generally be:
In the same condition in which they were received.
Unworn, unused, and unwashed.
Free from damage, stains, odors, alterations, or signs of wear.
Returned with original tags and packaging where applicable.
Accompanied by proof of purchase or your order information.
ORENZA reserves the right to decline a return where an item does not satisfy these conditions, subject to applicable consumer law.
3. FREE RETURN SHIPPING
For eligible returns, ORENZA provides free return shipping.
Customers should contact us before returning an item. Once your return request has been approved, we will provide the applicable return instructions and, where applicable, a prepaid return shipping label.
Do not send returns to our business address unless our Customer Care team specifically instructs you to do so.
Items returned without following the provided return instructions may experience delays in processing.
4. NO RESTOCKING FEE
ORENZA does not charge a restocking fee for eligible returns.
Restocking Fee: 0%
5. HOW TO START A RETURN
To request a return, contact:
Email: customer.orenza@outlook.com
Please include your full name, order number, item(s) you wish to return, and reason for the return.
If your return is approved, our Customer Care team will provide instructions on how and where to send your item.
6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after delivery.
If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at customer.orenza@outlook.com.
Please include your order number and clear photographs showing the issue so our team can review your request and provide an appropriate resolution.
7. NON-RETURNABLE & FINAL SALE ITEMS
Certain products may be designated as Final Sale. Customers cannot request standard returns or cancellations for products clearly identified as Final Sale, except where rights are provided by applicable consumer law.
Any applicable Final Sale designation will be communicated through our store or product information.
Certain other items may also be excluded from returns where permitted by law, including personalized products or items that cannot be returned for hygiene or safety reasons once opened or used.
8. CANCELLATIONS
Orders may be cancelled until the applicable item has been fulfilled.
If you wish to cancel your order, contact us as soon as possible at customer.orenza@outlook.com.
Once an item has been fulfilled, it can no longer be cancelled under our cancellation rules. After delivery, you may request a return if the item qualifies under this policy.
9. REFUNDS
Once your returned item has been received and inspected, we will notify you of the outcome of your return.
If approved, the applicable refund will be issued to your original payment method.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
10. ORIGINAL SHIPPING CHARGES
Original shipping charges are generally non-refundable unless required by applicable law or where the refund results from an error attributable to ORENZA.
Any applicable refund of delivery charges will be handled in accordance with your statutory consumer rights.
11. EXCHANGES
If you would like a different size, color, or product, please contact Customer Care. Exchange availability may depend on current stock.
Where a direct exchange is unavailable, you may be asked to return the eligible item and place a new order.
12. CONSUMER RIGHTS
Nothing in this Returns & Refunds Policy limits or excludes any statutory rights or remedies that cannot legally be excluded.
Where mandatory consumer protection laws provide rights beyond this policy, those legal rights will apply.
13. CONTACT US
For returns, refunds, cancellations, or questions regarding this policy, please contact:
ORENZA Customer Care
Email: customer.orenza@outlook.com
Phone: +44 7457 296 296
Website: www.orenzawear.com
Return Window: 30 days from delivery
Return Shipping: Free
Restocking Fee: 0%
Cancellation: Until item is fulfilled