Return and Refund FAQ
1. How long do I have to return an item?
You have 30 days from the date you received your item to request a return. Unfortunately, we cannot accept returns outside of this window.
2. How do I initiate a return?
To start a return, please contact our customer support team at info@orientra.co with the following details:
- Your order number
- The reason for your return
- The condition of the item
- Any images or documentation relevant to your return
Once your request is approved, we’ll send you a free prepaid return label to ship your item back to us.
3. Do I need to pay for return shipping?
No, return shipping is completely free. We provide a prepaid return label for all approved return requests.
4. Where can I drop off my return package?
Once your return request is approved, we will guide you through the return package procedure based on your location. This includes where to drop off your package or how to schedule a pickup with the designated carrier.
5. Can I exchange an item instead of returning it?
We do not offer exchanges at this time. If you'd like a different item, please follow our return process and place a new order separately.
6. When will I receive my refund?
Once we receive and inspect your returned item, we’ll email you to confirm the status of your refund. If approved, your refund will be processed back to your original payment method within 3 working days.
7. What if my item arrived damaged or defective?
Please reach out to info@orientra.co as soon as possible with your order details and photos of the damaged or defective item. We’ll guide you through the return and offer a replacement or full refund, depending on your preference.
8. What if I have more questions?
Feel free to contact us at info@orientra.co. Our team is here to help and ensure your experience with Orientra is a positive one.