Return Policy
Last updated: November 7, 2026
180-day free returns
ORENZAO offers free returns for eligible items when you contact us within 180 calendar days after you receive them. This includes returns because you change your mind, prefer a different fit or style, or receive a damaged, defective, incorrect, or materially misdescribed item. If items in an order arrive separately, the 180-day period begins when you receive the item you want to return.
ORENZAO is operated by Sanya Zhongxing Youpin Trading Co., Ltd.
Condition of change-of-mind returns
For a change-of-mind return, the item must be unused, unwashed, unaltered, and in its original condition. A reasonable indoor fitting on a clean surface is allowed. Please include the tags, accessories, and original packaging supplied with the item where available, and package it securely for the journey back.
Items worn outdoors or damaged after delivery by misuse, washing, or alteration are not eligible for a change-of-mind return. Normal wear after use is not a reason for a change-of-mind return. These conditions do not exclude a claim that the item was damaged on arrival, defective, incorrect, or materially different from its description, and do not limit rights provided by law.
How to request a return
- Email service@orenzao.com within the 180-day period. Include your order number, the item you want to return, and the reason for your request. An order confirmation or other reasonable proof of purchase helps us locate the order.
- For a product problem, describe what is wrong and provide relevant photographs if reasonably possible. Contact us even if photographs cannot clearly show the issue.
- We will provide the appropriate return address and a prepaid label or another merchant-paid return method. Please follow those instructions rather than sending the parcel to the registered business address.
- Send the item within 14 calendar days after receiving the return instructions. If the arranged return method is unavailable or you need help meeting that period, contact us. Time spent waiting for our instructions or a workable return method will not shorten your entitlement.
The return destination depends on the instructions for your request. The Company's registered business address is not automatically a return warehouse. Keep the return receipt and any tracking details until the refund is complete.
Who pays return shipping?
We pay the reasonable return shipping cost for all eligible returns under this policy, including change-of-mind, fit, and style returns as well as damaged, defective, incorrect, or materially misdescribed items. We do not charge a restocking or return-handling fee.
Use the prepaid or merchant-paid return method we arrange. If we ask you to purchase postage instead, we will agree the method and cost with you in advance and reimburse that agreed cost. Contact us before buying your own return service so you are not left with an unapproved expense.
Refund amount and timing
We assess the returned item and issue an approved refund to the original payment method within 5 business days after receiving it. This period includes inspection. If a return is not required, we issue the approved refund within 5 business days after confirming that decision. We email you the outcome; if we believe a change-of-mind return does not meet the conditions above, we explain the reason and the next steps.
The refund covers the price actually paid for the returned item and any refundable tax associated with it. For a change-of-mind return, the original delivery charge is not refunded unless required by law. For a damaged, defective, incorrect, or materially misdescribed item, we also refund any original delivery charge attributable to the affected item; if the entire order is affected, this includes the full original delivery charge.
No return-postage, restocking, or return-handling charge is deducted from an eligible refund. If the original order qualified for free delivery, we do not retrospectively charge for that delivery because an item is returned.
Issuing a refund and seeing the credit in your account are separate steps. Your bank or payment provider may need additional time to post the credit, and its timing can vary. If the credit is not visible 10 business days after our refund notification, contact us so we can help trace it.
For our processing periods, business days are Monday through Friday, excluding public holidays in China. This definition does not extend any deadline that applicable law requires us to meet sooner.
Exchanges
If you would like another size or style, contact us about returning the original item and place a separate order for the replacement. The return remains subject to the free-return terms above, and availability and prices for a new order may differ.
Delivery problems and your rights
For a delayed or missing parcel, see our Shipping Policy and contact us with your order number. A carrier's delivery scan does not automatically settle a report of non-receipt.
This commercial return policy does not replace mandatory consumer rights or remedies. A defect discovered after 180 days may still be covered by applicable law. For an earlier order, any more favorable return promise expressly offered when you purchased remains available. This update does not reduce those promises.
Contact ORENZAO
Email: service@orenzao.com
Telephone: +86 898 8881 9060
Business address: Room 0028, Building L9-1, Initial Development Area, Longhai Fengqing Town, Haitang District, Sanya, Hainan, China