Refund policy

Orren & Vale is operated by DSJ Connect LLC. If your piece is not right for you, contact us using our contact form with your order number and the items you wish to return.

Returns within 14 days

Notify us within 14 calendar days of delivery. We will provide the correct return destination and instructions. Send the item back within 14 calendar days of notifying us. Please do not send returns to an address on the parcel without first checking the return instructions.

Keep the piece unused and uninstalled, with its accessories and protective packaging. Handle it only as needed to inspect it. Any deduction for handling beyond what is necessary will be made only where permitted by applicable law.

Return shipping

You cover the direct cost of a change-of-mind return. Use secure packaging and retain proof of postage. If the item is faulty, damaged or incorrect, contact us before paying for return shipping so we can arrange the appropriate remedy.

Refunds

We normally process an approved refund to the original payment method within 5–7 business days after receiving and inspecting the return. Your payment provider may need additional time to show the credit. Where a legal withdrawal right applies, we follow the legally required refund deadline and may withhold the refund until we receive the goods or proof of return, where permitted.

Damage, faults or an incorrect item

Please report visible damage or an incorrect item within 7 days of delivery if possible, with photographs of the item and packaging. An unboxing video can help, but is not compulsory. This reporting request does not shorten your statutory rights for faulty goods.

Personalized items and cancellation

Items made to your personal specifications may be excluded from change-of-mind returns where the law allows. Your rights for faulty or incorrectly supplied items remain. Sale items retain the same statutory rights as other items.

For a cancellation or configuration change, contact us as soon as possible, preferably within 12 hours of placing the order. We cannot guarantee a change after fulfilment has started. This does not remove any applicable legal right to withdraw.