Política de reembolso
Every Oreneta object is made by a small European workshop, often by hand, often in small batches. We want it to be the right thing for you — and if it isn't, we want returning it to feel simple. Here is exactly how it works.
Your right to change your mind
Under EU consumer law, you have 14 days from the day you receive your order to let us know you wish to return it. You don't need to give us a reason. You then have another 14 days to send the item back to our European fulfilment partner.
To start a return, write to hello@oreneta.eu with your order number. We'll reply within one working day with the return address and instructions.
The condition of the item
Returned items should come back to us in the same condition they arrived — unused, unwashed, with original tags and packaging where applicable. Pieces returned visibly used, washed, or damaged through handling may receive a reduced refund. We will always tell you before adjusting anything.
Who pays for the return
- Standard returns (change of mind): the cost of sending the item back is yours. We recommend a tracked service, since the parcel is your responsibility until it reaches the warehouse.
- Faulty, damaged, or wrong items: the return is on us. Send us a photo within 48 hours of delivery and we'll arrange a prepaid label.
Your refund
Once the item arrives at the warehouse and passes a short inspection, we issue your refund within 14 days, to the original payment method. Original outbound shipping is refunded only when the item was faulty, damaged, or sent in error.
Bank processing typically adds 5–10 working days after we issue the refund before the amount appears in your account, depending on your bank and payment method (SEPA, card, or PayPal).
Pieces that cannot be returned
A few categories are exempt from the 14-day withdrawal right, in line with EU Directive 2011/83/EU:
- Personalised items — anything embroidered, engraved, or made to your specification.
- Hygiene-sealed items — opened textiles or care products where the seal is broken.
- Made-to-order pieces — items produced specifically for you after order confirmation. These are clearly marked on the product page before checkout.
If a personalised piece arrives faulty or with a production defect, the usual two-year EU warranty still applies — write to us.
Exchanges
We don't process direct exchanges. Return the original piece for a refund, then place a new order whenever it suits you.
Where to send it
Returns travel to our shared European warehouse — not to the maker's workshop:
Oreneta Returns c/o Hertwill OÜ
Hellerma 8
11415 Tallinn
Estonia
Please always contact returns@oreneta.eu before shipping — we'll issue a return reference (RMA) so the warehouse can identify your parcel. Returns sent without an RMA may be delayed.
Questions
For anything we haven't covered, write to hello@oreneta.eu. We aim to reply within one working day, Monday to Friday.