Refund policy
RETURN & REFUND POLICY
Last updated: August 26, 2026
At ORENZO, we want you to shop with confidence. If your purchase is not quite right, eligible items may be returned within 30 days of delivery, subject to the conditions below.
30-DAY RETURNS
We offer a 30-day return window starting from the date your item is delivered.
Where applicable, the return period may be extended to account for weekends or holidays in accordance with our return rules.
To qualify for a return, the item must be:
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Unworn and unused;
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In its original condition;
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Free from stains, odors, damage, or alterations;
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Returned with original tags and packaging where applicable; and
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Accompanied by proof of purchase or valid order information.
Items that do not meet these conditions may not be accepted, subject to applicable consumer law.
FREE RETURN SHIPPING
ORENZO offers free return shipping on eligible returns.
To begin a return, you must first submit a return request. Once your request has been approved, we will provide the appropriate return instructions.
Please do not send products to our business address or to an address shown on your original parcel unless specifically instructed by ORENZO Customer Care.
Unauthorized returns or items sent to an incorrect address may not be accepted.
NO RESTOCKING FEE
We do not charge a restocking fee on eligible returns.
Restocking Fee: 0%
HOW TO START A RETURN
To request a return, contact us at:
Please provide:
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Your order number;
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The email address associated with your order;
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The item(s) you wish to return; and
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Your reason for the return.
We may request photographs or additional information where necessary.
Once your return request is approved, you will receive instructions on how and where to return your item.
ORDER CANCELLATIONS
You may request to cancel an order until the item has been fulfilled.
Once an item has been fulfilled, the order can no longer be cancelled through our cancellation process.
Because orders may enter fulfillment shortly after being placed, we recommend submitting any cancellation request as soon as possible.
If your item has already been fulfilled, you may request an eligible return after delivery in accordance with this Return & Refund Policy.
Any statutory cancellation rights available under applicable consumer law remain unaffected.
FINAL SALE ITEMS
Products clearly designated as Final Sale cannot be returned or cancelled.
Final Sale status may apply to selected products or collections and will be identified where applicable.
This restriction does not exclude any rights or remedies that cannot lawfully be excluded, including applicable rights relating to faulty, defective, or incorrectly supplied products.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery.
If an item arrives damaged, defective, or different from what you ordered, contact customer.orenzo@outlook.com as soon as reasonably possible.
Please include your order number and, where appropriate, clear photographs showing the issue.
Our Customer Care team will review the request and provide an appropriate resolution in accordance with applicable consumer law.
NON-RETURNABLE ITEMS
Certain items may be excluded from returns for hygiene, safety, personalization, or other reasons permitted by applicable law.
Products designated as Final Sale are also non-returnable.
Any applicable restrictions will be communicated on the relevant product page or before purchase where required.
Please contact Customer Care if you are unsure whether your item is eligible for return.
EXCHANGES
We do not guarantee direct exchanges.
If you would like a different size, color, or style, we recommend returning your eligible item and placing a new order for your preferred item.
This helps ensure that your preferred product can be ordered without waiting for the original return to be completed.
REFUNDS
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method.
We do not charge a restocking fee.
Original paid shipping charges, where applicable, are generally non-refundable unless required by applicable law or the return results from an error attributable to ORENZO.
After a refund has been issued, your bank, card issuer, or payment provider may require additional time to process and post the funds to your account.
LATE OR MISSING REFUNDS
If you have received confirmation that your refund was issued but have not yet received the funds, please allow your bank or payment provider's normal processing period.
If the refund still does not appear after this period, contact your financial institution.
For further assistance, you may contact ORENZO Customer Care.
CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, statutory right, or remedy that cannot legally be excluded.
Where applicable law provides additional rights or remedies, those rights will continue to apply.
CONTACT US
For questions regarding returns, cancellations, or refunds, please contact:
ORENZO Customer Care
Email: customer.orenzo@outlook.com
Phone: +61 488 859 999
Business Address
ORENZO
86 Liverpool Road
Summer Hill, NSW 2130
Australia
Please do not send returns to this business address. Returns should only be sent according to the return instructions provided by ORENZO Customer Care.