Refund policy
Refund and Return Policy
Overview
ORIZEN is operated by Zhongshan Benwu Technology Co., Ltd.
We are committed to providing clear product information and a transparent return and refund process.
ORIZEN offers a 30-day return policy. You have 30 calendar days from the date your order is delivered to request a return.
This policy does not limit any mandatory consumer rights that may apply under the laws of your country or region.
Return Eligibility
To be eligible for a return:
The return request must be submitted within 30 calendar days of delivery.
The item must be unused and in the same condition in which it was received.
The item must be returned with its original packaging and included components.
You must provide your order number or other valid proof of purchase.
The return must be approved by our customer support team before it is shipped.
Items returned without prior approval may not be accepted.
Minor variations in color placement, surface details, finish, or measurements that are disclosed on the product page and result from the decorative production process are not normally considered defects.
How to Request a Return
To request a return, contact:
Email: hello@getorizen.com
Please include:
Your order number
The product name
The reason for the return
Clear photographs of the product and packaging when the item is damaged, defective, or incorrect
Any other information reasonably required to review the request
Our customer support team will review your request and provide return instructions if the return is approved.
Please do not send an item back before receiving return approval and instructions from us.
Return Address
Approved returns must be sent to the return address provided by our customer support team.
Our registered business address is:
Zhongshan Benwu Technology Co., Ltd.
No. 2, Lane 9, Deyuan South Road
Jidong 1st Community, Xiaolan Town
Zhongshan, Guangdong 528406
China
Please confirm the applicable return address with our customer support team before shipping your return.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or incorrect, contact us at hello@getorizen.com within 7 calendar days of delivery.
Please provide:
Your order number
Clear photographs of the product
Clear photographs of the inner and outer packaging
A description of the damage, defect, or incorrect item
Keep the product and all packaging materials until our review is complete.
If the claim is approved, we will provide an appropriate resolution, which may include a replacement, refund, or other remedy based on the circumstances and product availability.
For an approved return caused by damage, defect, or our fulfillment error, ORIZEN will cover reasonable return shipping costs in accordance with the return instructions we provide.
Change-of-Mind Returns
A return requested because you changed your mind may be accepted within 30 calendar days of delivery if the item meets all return eligibility requirements.
For an approved change-of-mind return:
The customer is responsible for the return shipping cost.
The original product must be securely packed and returned in its original condition.
We recommend using a trackable shipping service.
ORIZEN is not responsible for return parcels lost or damaged before they are received by us.
No restocking fee is charged for an approved return.
Non-Returnable Items
The following items cannot normally be returned unless they arrive damaged, defective, or incorrect, or unless applicable law requires otherwise:
Personalized or customized products
Items damaged through misuse, improper handling, or inadequate return packaging
Items returned without prior authorization
Items returned after the applicable return period
Gift cards, if offered
Items specifically identified as final sale before purchase
If you are unsure whether an item qualifies for return, contact us before sending it.
Order Cancellations
To request an order cancellation, contact hello@getorizen.com as soon as possible.
We will try to accommodate the request if the order has not entered processing or shipment. However, cancellation cannot be guaranteed after processing has begun.
If the order has already shipped, it must be handled according to the return terms in this policy.
Exchanges
To request an exchange, contact us before returning the item.
Approved exchanges are subject to product availability and the return eligibility requirements in this policy.
If the requested replacement is unavailable, we may offer another appropriate resolution, including a refund for an approved return.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return:
Damaged, defective, or incorrect item: ORIZEN will cover reasonable return shipping costs when the claim and return are approved.
Change of mind or other non-defect reason: The customer is responsible for return shipping costs.
Unauthorized return: Shipping costs will not be reimbursed, and the return may not be accepted.
Do not send a parcel using cash on delivery or another collect-on-delivery service unless we have approved it in writing.
Refund Process
After we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved:
The refund will be issued to the original payment method.
We will initiate the refund within 10 business days after approval of the returned item.
Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
We do not charge a restocking fee.
If more than 15 business days have passed since we confirmed that your refund was approved, contact hello@getorizen.com.
Original Shipping Charges, Customs Duties, and Taxes
ORIZEN currently offers free worldwide shipping on eligible orders, so no standard outbound shipping charge is normally deducted from an approved product refund.
Customs duties, import taxes, brokerage charges, and other fees collected by governments, customs authorities, carriers, or payment providers are generally not refundable by ORIZEN.
Customers should contact the relevant authority or service provider regarding possible reimbursement of those charges.
This does not affect any rights available under applicable law.
International Returns
International returns may involve customs documentation, longer transit times, and additional shipping costs.
Customers must follow the return instructions provided by our support team and clearly identify the parcel as returned merchandise where permitted.
For change-of-mind returns, the customer is responsible for return shipping and any related carrier or customs charges.
For an approved claim involving a damaged, defective, or incorrect item, contact us before shipping anything so that we can determine the appropriate resolution and return method.
European Union and Other Mandatory Consumer Rights
Customers located in the European Union, European Economic Area, United Kingdom, or other jurisdictions may have additional statutory cancellation, return, refund, or warranty rights.
Where mandatory consumer protection law provides rights that are more favorable than this policy, the applicable mandatory law will prevail.
Orders That Do Not Arrive
If tracking indicates that an order may be lost or if it has not arrived within the expected delivery period stated in our Shipping Policy, contact hello@getorizen.com with your order number.
We will review the shipment information with the carrier and assist with the next steps. A replacement or refund will be considered after the carrier review and the circumstances of the shipment have been verified.
Contact Us
ORIZEN
Operated by: Zhongshan Benwu Technology Co., Ltd.
Email: hello@getorizen.com
Website: https://getorizen.com
Registered business address:
No. 2, Lane 9, Deyuan South Road
Jidong 1st Community, Xiaolan Town
Zhongshan, Guangdong 528406
China
Customer support hours:
Monday–Friday, 9:00 AM–6:00 PM (GMT+8)