Política de reembolso

Returns and Refunds

This policy explains your rights when you buy from Orinne. Nothing here limits the rights you have under EU and Swedish consumer law.

Your 14-day right of withdrawal

If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason. The period ends 14 days after the day on which you, or a third party you have named, receives the goods. If your order arrives in several parcels, the period starts from the day you receive the last item.

To exercise this right, tell us clearly that you are withdrawing, by email to [ADD: your support email address]. You may use the wording below, but you do not have to:

I hereby give notice that I withdraw from my contract of sale for the following goods: [items]. Ordered on: [date]. Received on: [date]. Name: [your name]. Address: [your address]. Order number: [number].

Sending your notice before the 14 days are up is enough. You then have a further 14 days to send the goods back.

Our 30-day returns window

On top of your statutory rights, we accept returns of unused items for 30 days from delivery. This is a voluntary promise from us and it does not replace or reduce the 14-day right above.

Items that cannot be returned

Under EU law, the right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed. For our range this means:

• Socks, hosiery and underwear — returnable only if the packaging is unopened and the item unworn.
• Cosmetic and personal care products, including shampoo bars and anything applied to the body — returnable only if sealed and unused.
• Personalised items made to your specification, such as engraved jewellery.

This exception does not apply if the item is faulty or not what you ordered. In that case, see Faulty or incorrect items below.

How to return something

1. Email [ADD: your support email address] with your order number and what you want to return.
2. We will confirm the return address and give you a return reference.
3. Send the item back within 14 days of telling us, in a condition that allows it to be resold: unworn, unwashed, with any tags and packaging intact.

Please do not send anything back before contacting us. Returns without a reference can take much longer to process, and we cannot be responsible for parcels sent to an address we did not give you.

Who pays for return postage

You pay the cost of returning the goods to us. We recommend a tracked service, because you carry the risk until the parcel reaches us. If the item is faulty, damaged, or not what you ordered, we pay the return cost.

You are liable for any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning — broadly, you may examine an item as you would in a shop, but not use it.

Refunds

Once we receive the return, or proof that you have sent it, we refund you within 14 days. We refund the price of the goods plus the standard delivery charge you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate.

Refunds go back to the original payment method. You will not be charged a fee for this. Depending on your bank, the money can take a few further working days to appear.

Faulty or incorrect items

If something arrives damaged, faulty, or is not what you ordered, email [ADD: your support email address] within a reasonable time of noticing, with your order number and a photograph. We will replace it or refund you in full, including postage both ways.

Separately from this policy, EU law gives you a two-year legal guarantee of conformity on goods you buy from us. If an item does not match its description or is not of the quality you can reasonably expect, you may be entitled to repair, replacement, a price reduction or a refund.

Cancelling before dispatch

If your order has not yet been dispatched, email us and we will cancel it and refund you in full.

Complaints

If you are unhappy with how we have handled a return, contact us first at [ADD: your support email address]. If we cannot resolve it, you may refer the matter free of charge to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations.

Contact

[ADD: your registered business name]
[ADD: your business address]
Email: [ADD: your support email address]