Returns & Replacements

Thank you for shopping at Orenza Collective. We want to ensure you have a seamless shopping experience. Since we are a multi-vendor marketplace, individual vendors may have specific rules, but the following framework applies to all orders placed on our platform.

1. Eligibility for Returns & Replacements

You may request a return or replacement within 7 days from the date of delivery. To be eligible, your item must meet the following conditions:

• The item must be unused, unwashed, and in the same condition that you received it.

• It must be in its original packaging with all tags, labels, and certificates intact.

• You must provide the proof of purchase (order number, invoice, or receipt).

Non-Returnable Items:

Certain types of items cannot be returned due to hygiene and safety reasons:

• Perishable goods (like food or flowers)

• Innerwear, swimwear, and personal care items (cosmetics, beauty products)

• Customized or personalized items made specifically on order

• Downloadable software or digital products

2. Valid Reasons for Replacement

We or our vendors will happily replace an item if it falls under any of the following categories:

• Defective/Damaged: The product arrived broken, torn, or non-functional.

• Incorrect Item: The vendor shipped the wrong size, color, or a completely different product from what you ordered.

• Mismatched Description: The product significantly differs from the images or specifications provided on the product page.

Note: We highly recommend taking an unboxing video when opening your parcel. This serves as vital proof to fast-track your return/replacement claim with the vendor.

3. How to Initiate a Return or Replacement

1. Submit a Request: Log into your Orenza Collective customer account, go to your Orders Dashboard, select the specific order, and click on Request Return/Refund.

2. Provide Details: Select your reason for return and upload clear photos (or an unboxing video) showing the issue.

3. Vendor Review: The respective vendor will review your request within 24–48 hours. Once approved, you will receive instructions on how to ship the item back.

4. Return Shipping Cost

• Fault of Vendor/Platform: If you received a damaged, wrong, or defective product, the vendor will cover the return shipping costs, or a free pickup will be arranged.

• Change of Mind: If you wish to return a product due to a change of mind, size preference (where correct size was shipped), or color preference, you (the buyer) will be responsible for paying the return shipping fees. Shipping costs are non-refundable.

5. Refunds Processing

Once the vendor receives and inspects the returned item, we will notify you regarding the approval or rejection of your refund.

• Approved Refunds: The refund will be credited back to your original method of payment (Credit/Debit Card, Bank Transfer, or Wallet) within 5 to 7 business days.

• Cash on Delivery (COD) Refunds: For COD orders, you will be requested to provide bank account details or a mobile wallet number to process the refund transfer.

6. Vendor Dispute Resolution

As a marketplace, Orenza Collective acts as a mediator. If a vendor unfairly rejects your genuine return or replacement request, you can escalate the issue to our Admin Support team at info@www.ahmad.orenzacollective.com. We will investigate the dispute and ensure a fair resolution within 3 business days.

Need Help?

If you have any questions regarding our Return and Replacement setup, please feel free to contact us:

• Email: info@www.ahmad.orenzacollective.com

• Live Chat: Available on our website.