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Last Updated: 18 August 2026
At orrenne, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we offer a clear and straightforward returns and refund process.
Please read this Refund & Returns Policy carefully before requesting a return.
We offer a voluntary 30-day return period from the date your order is delivered.
To be eligible for a return under our voluntary 30-day return policy, your item must:
Be returned within 30 days of delivery;
Be unused and in its original condition;
Include all original packaging, accessories, manuals and components where applicable; and
Not be damaged due to misuse, improper installation or improper handling.
We reserve the right to refuse returns under our voluntary return policy that do not meet these conditions, where permitted by law.
This voluntary return policy does not affect your statutory consumer rights.
If you are purchasing as a consumer in the United Kingdom, you may have a statutory right to cancel your online purchase under the Consumer Contracts Regulations 2013.
For eligible purchases, you generally have 14 days from the date you receive the goods to notify us that you wish to cancel your order, without providing a reason.
After notifying us of your decision to cancel, you must return the goods within the timeframe required by applicable law.
This statutory cancellation right exists independently of our voluntary 30-day return policy and is not affected by it.
To exercise your right to cancel, please contact us at support@orrenne.com with a clear statement that you wish to cancel your order.
Personalised, custom-made or made-to-order products may not be eligible for change-of-mind returns where an applicable legal exception applies.
Any applicable return restrictions will be clearly communicated where relevant.
This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.
To start a return, please contact our customer support team before sending your item back.
Email: support@orrenne.com
Please include:
Your order number;
Your full name; and
A brief description of the reason for your return.
Once your return request has been reviewed, our customer support team will provide you with the necessary return instructions.
Eligible returns should be sent to:
Return Address:
orrenne
13 Rue de Moulignon
77860 Couilly Pont aux Dames
France
Please do not send items to our return address without contacting us first, as this may delay the processing of your return.
Unless otherwise specified by us, products should not be returned to the original shipping or fulfilment location in China.
For change-of-mind returns under our voluntary 30-day return policy, customers are responsible for the cost of returning the product to our return address in France.
If you exercise a statutory cancellation right and applicable law permits the customer to be responsible for return shipping costs, you will be responsible for those costs.
If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return shipping costs where required by applicable law.
We recommend using a tracked shipping service when returning an item.
We do not charge any restocking fees for returned items. No restocking fee will be deducted from an approved refund.
Please retain your proof of postage until your return and refund have been fully processed.
Once your returned item has been received, it will be inspected.
For returns made under our voluntary 30-day return policy, the item must meet the eligibility requirements described in this Policy.
If the return is approved, your refund will be processed using your original payment method.
For statutory cancellation returns, we reserve the right to make any deduction permitted by applicable law where the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Nothing in this section limits your statutory consumer rights.
Approved refunds under our voluntary 30-day return policy are generally processed within 5–10 business days after the returned item has been received and inspected.
Where you exercise your statutory right to cancel, refunds will be issued within the timeframes required by applicable law.
Refunds will be made using the original payment method, unless otherwise agreed or required by law.
Where you exercise your statutory right to cancel, we will also refund any standard outbound delivery charges paid by you where required by law.
Additional costs resulting from choosing a more expensive delivery option than our standard delivery method will not be refunded unless required by applicable law.
Please note that after we issue a refund, your bank, card issuer or payment provider may require additional time to credit the funds to your account.
Please inspect your order as soon as reasonably possible after delivery.
If you receive an item that is:
Damaged;
Defective;
Incorrect;
Missing parts; or
Not as described,
please contact us as soon as possible at:
Please include your order number and, where appropriate, photographs showing the issue so that we can investigate your request efficiently.
We will review the issue and provide an appropriate solution in accordance with applicable consumer protection laws. Depending on the circumstances and your statutory rights, this may include a repair, replacement or refund.
Where required by applicable law, we will cover reasonable costs associated with returning faulty, damaged, incorrect or misdescribed goods.
We do not currently offer direct exchanges.
If you would like a different product, colour, size or model, please return the original product in accordance with this Policy, if eligible, and place a new order.
This does not affect any rights or remedies available to you for faulty or non-conforming goods.
If we have confirmed that your refund has been issued but you have not yet received it, please:
Check your bank or payment account;
Contact your card issuer or payment provider; and
Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
We will assist you in checking the status of your refund.
If you have any questions about returns, refunds or this Refund & Returns Policy, please contact us:
orrenne
10 Rue de la Paix
75002 Paris
France
Email: support@orrenne.com
Phone: +44 7458 041389
Website: orrenne.com
Please note that our business contact address above is different from our designated return address.
Return Address:
orrenne
13 Rue de Moulignon
77860 Couilly Pont aux Dames
France
Nothing in this Refund & Returns Policy is intended to limit or exclude any statutory rights or remedies available to you under applicable consumer protection law, including, where applicable, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any provision of this Policy conflicts with a mandatory consumer right, the applicable statutory right will prevail.