General Policy: At Orene, we are committed to delivering the highest standards of craftsmanship, quality, and finishing. While we hope every customer is fully satisfied with their order, returns and exchanges are not offered under normal conditions.
Normal Conditions: "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in craftsmanship, and meets the quality standards set by Orene. In such cases, where the product meets our quality control standards and matches the description provided at the time of purchase, Orene does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.
Exchange Conditions: Items must be unworn, unwashed, unused, in original condition, and returned with all original tags and packaging intact.
Defective Products: We place strong emphasis on quality assurance to ensure that customers receive products free from defects. Our quality checks include careful inspection during the manufacturing and packaging stages, where each product is reviewed for flaws, inconsistencies, or damages that may affect its appearance or functionality.
Quality Standards: We follow strict quality control standards and industry best practices throughout the production process. This includes the use of high-quality materials and careful handling measures designed to reduce the risk of defects during preparation, packaging, and shipping.
Notification of Defect: If a customer receives a product with a defect, the issue must be reported within 48 hours of receiving the item. Customers may contact us via WhatsApp at +92 337 3619352 and provide the order number or reference, a description of the defect, clear photos or videos showing the issue, and any other relevant details or supporting documents.
Return Process: Once a defect claim is reviewed and approved, we will guide the customer through the return process to the relevant return address in Pakistan. Any shipping, courier, or custom charges associated with the return shall be borne by the customer.
Return Process Steps: Customers must notify us within 48 hours of receiving the item, provide complete order details and evidence of the defect, securely pack the approved item, and ship it to the return address at their own expense. Once the item is received, we will assess the reported issue and confirm the appropriate solution.
Thorough Investigation: Upon receiving or assessing the reported product, we will conduct a detailed review of the claim. This may include visual inspection, review of submitted photos or videos, order documentation, customer communication, and internal assessment to determine the nature of the issue and the appropriate resolution.
Refund or Replacement: Based on the outcome of the review and in accordance with our policy, we may offer a replacement, store credit, or refund where applicable. Refunds are issued only in exceptional cases and remain subject to the brand’s discretion.
Brand Discretion: We reserve the right to make the final decision on returns, exchanges, replacements, store credit, or refunds based on the outcome of the investigation and the evidence provided.