Refund policy

We want you to love your Orennero product. If you're not completely satisfied, you have the right to return your order within 14 days of receiving it, in line with EU consumer law (Directive 2011/83/EU – right of withdrawal).

To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. To start a return, contact us at [orenneroshop@gmail.com] with your order number.

You are responsible for the cost of return shipping unless the item arrived faulty or damaged. We recommend using a tracked service, as we cannot be held responsible for items lost in return transit.

Damaged or faulty items

If your item arrives defective, damaged, or not as described, contact us within 14 days with a photo or short video of the issue at [orenneroshop@gmail.com]. We will arrange a free replacement or a full refund — no need to send the item back in most cases.

Refunds

Once we receive and inspect your return (or verify a fault), we'll notify you of the outcome. Approved refunds are issued to your original payment method within 14 days. Depending on your bank, it may take a few extra business days to appear.

Exceptions

For hygiene reasons, we cannot accept returns of items that have been used extensively or damaged through misuse. This does not affect your statutory rights.

Cancellations

You can cancel your order for a full refund any time before it has been dispatched. Contact us as soon as possible.

To start a return: email orenneroshop@gmail.com