Refund policy
Refund and Return Policy
Last updated: October 15, 2026
Overview
ORIZEN is operated by Zhongshan Benwu Technology Co., Ltd. (中山市本屋科技有限公司).
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 an eligible return.
This policy does not limit any mandatory consumer rights that may apply under applicable law.
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 include 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 sent back 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 are consistent with the item's decorative production characteristics are not normally considered defects.
How to Request a Return
To request a return, please contact:
Email: hello@getorizen.com
Please provide your order number, product name, reason for the return, and any other information reasonably required to review the request.
If the item is damaged, defective, or incorrect, please also provide clear photographs of the product and packaging.
Our customer support team will review the request and provide return instructions when a return is approved.
Please do not send an item back before receiving return instructions from us.
Return Address
Approved returns must be sent by mail 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 528415
China
Please confirm the applicable return address with customer support before shipping a return.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, or incorrect, please contact hello@getorizen.com as soon as reasonably possible after delivery.
Please provide your order number, clear photographs of the product, clear photographs of the inner and outer packaging, and a description of the damage, defect, or incorrect item.
Please keep the item and all packaging until our review is complete.
If the claim is approved, we will provide an appropriate resolution, which may include a replacement, refund, or another remedy depending 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 change-of-mind return 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 return shipping costs.
The return must be sent by mail according to the return instructions provided by ORIZEN.
The item must be securely packaged and returned in its original condition.
We recommend using a trackable shipping service.
No restocking fee is charged.
ORIZEN is not responsible for a return parcel that is lost or damaged before being received by us where the return transportation was arranged by the customer, except where applicable law provides otherwise.
Non-Returnable Items
Personalized or customized products cannot normally be returned unless they arrive damaged, defective, or incorrect, or applicable law requires otherwise.
Items damaged through misuse, improper handling, or inadequate return packaging cannot normally be returned.
Items returned without prior authorization or after the applicable return period may not be accepted.
Gift cards, if offered, and items clearly identified as final sale before purchase cannot normally be returned unless applicable law requires otherwise.
If you are unsure whether an item qualifies, please contact us before sending it.
Order Cancellations
To request cancellation, contact hello@getorizen.com as soon as possible.
We will try to accommodate a cancellation if the order has not entered processing or shipment.
Cancellation cannot be guaranteed once processing has begun.
If an order has already shipped, it will be handled under the applicable return terms in this policy.
Exchanges
To request an exchange, please 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.
For an approved return involving a damaged, defective, or incorrect item, ORIZEN will cover reasonable return shipping costs.
For an approved change-of-mind return or another non-defect reason, the customer is responsible for return shipping costs.
Shipping costs for unauthorized returns will not normally 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.
Please allow up to 10 calendar days after refund approval for the refund to be received through the original payment method.
No restocking fee is charged.
If you have not received the approved refund within 10 calendar days after refund approval, please contact hello@getorizen.com.
We will review the refund status and assist you with the next steps.
Original Shipping Charges, Duties, and Taxes
ORIZEN currently provides Free Standard Shipping at USD $0.00 for United States online retail orders.
There is therefore normally no standard outbound shipping charge to deduct from an approved product refund.
Customs duties, import taxes, brokerage fees, and other charges collected directly by governments, customs authorities, carriers, or payment providers may not be refundable by ORIZEN.
This does not affect rights available under applicable law.
Return Transportation
Because ORIZEN orders are shipped from Zhongshan, Guangdong, China, an approved return may require international transportation.
Customers must follow the return instructions provided by our support team.
For approved change-of-mind returns, the customer is responsible for return transportation costs.
For an approved claim involving a damaged, defective, or incorrect item, ORIZEN will cover reasonable return shipping costs in accordance with the return instructions we provide.
Please contact us before shipping any return so that we can confirm the applicable return method and address.
Mandatory Consumer Rights
Customers may have statutory cancellation, return, refund, warranty, or other consumer rights under applicable law.
Where mandatory consumer protection law provides rights that are more favorable than this policy, those mandatory rights will prevail.
Orders That Do Not Arrive
If tracking indicates that an order may be lost, or an order has not arrived after the expected delivery period stated in our Shipping Policy, please contact hello@getorizen.com with your order number.
We will review the shipment information and assist with the next steps.
A replacement, refund, or other appropriate resolution will be considered after the relevant shipment information and circumstances have been reviewed.
Contact Us
ORIZEN
Operated by: Zhongshan Benwu Technology Co., Ltd.
Chinese Company Name: 中山市本屋科技有限公司
Email: hello@getorizen.com
Phone: +86 137 0251 1812
Website: https://getorizen.com
Registered Business Address:
No. 2, Lane 9, Deyuan South Road
Jidong 1st Community, Xiaolan Town
Zhongshan, Guangdong 528415
China
Business Registration Number: 91442000MADT4JPF2P
Country of Registration: People’s Republic of China
Customer Support Hours:
Monday–Friday, 9:00 AM–6:00 PM (GMT+8)