Last updated: July 16, 2025
At Orixapew, we care about the quality, design, and workmanship of every fashion item—from apparel to accessories. Your satisfaction matters to us. If the product you receive does not meet your expectations, we offer a clear, fair return and refund policy. This policy applies to all orders shipped to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.
Policy Overview
| Category | Detail |
|---|---|
| Return Period | 30 days from the date you receive the product. |
| Returns due to Onyxgap’s fault | Free ($0). Applicable when the product is damaged, defective, or incorrectly delivered. A prepaid return label will be provided. |
| Returns on Customer Request | Customer pays for return shipping costs (change of mind, wrong size, not as expected). |
| Refund Processing | Processed within 7 business days via the original payment method. |
| Re-Import Fee | None ($0). |
| Applicable Market | Applies to orders in the 10 countries listed above. |
Product Eligibility Conditions (Hygiene & Suitability)
Intimate-wear exclusions: Underwear, bodysuits, socks, swimwear bottoms, and face coverings are returnable only if unopened and hygiene seals remain intact (unless defective).
Sets and multi-packs: Return the full set with all pieces and packaging. Partial returns are not accepted unless approved by support.
Accessories: Hats, caps, and bags must arrive without signs of use and with all inserts/tags attached.
Customized/Personalized items: Items with custom prints, embroidery, or made-to-order details are non-returnable unless defective or incorrectly made.
Footwear (if applicable): Try on indoors on a clean surface. Return with original box, tissue, tags, and any accessories. Boxes must be protected by an outer mailer.
Odors/Residue: Items with perfume, smoke, pet hair, makeup, or deodorant marks will be declined.
Return Procedures by Case
A. Returns Due to Orixapew’s Fault
We take responsibility in these cases:
- Damage in Transit: Product arrives torn, stained, or damaged during shipping.
- Manufacturing Defect: Faulty stitching, broken zippers, missing buttons, printing defects.
- Incorrect Item Delivered: Wrong size, color, or design.
- Costs and Solutions:
- Return is free of charge. We provide a prepaid return label and arrange a pickup when possible.
Choose one:
-
Replacement product (subject to stock), or
-
Full refund, including the original shipping fee paid at checkout.
B. General Returns (Change of Mind / Wrong Size)
We understand a product may not fit or match expectations.
- Eligibility: Return within 30 days; item must be unused, unwashed, unworn, with all tags intact.
- Shipping Costs: Customer pays return shipping. Costs vary by region and are not refunded. Use a tracked, insured service.
- Condition Verification: After the item arrives, our team inspects it. Only items that pass inspection qualify for a refund.
- Refund Amount: Refund covers product value only and excludes the original shipping fee.
Non-Returnable Items
- Gift Cards (digital or physical)
- Final Sale / Clearance Items (sold “as is”)
- Used, Washed, or Altered Apparel
- Custom or Personalized Products (unless defective)
Return Process
Step 1: Request a Return
Email [email protected] within 30 days of delivery. Include:
Your order number
The reason for return
For defective or damaged items, attach clear photos or a short video
Step 2: Receive Instructions
We review within 1–2 business days and reply with instructions. If the return is our responsibility, we also send a prepaid return label.
Step 3: Pack & Return
Repack securely (use original packaging when possible).
Return address: Orixapew – Returns Department, 19607 Temple Ave, Colonial Heights, VA 23834
Refund Processing
Processing Time: Refunds are initiated within 7 business days after the item is received and passes inspection.
Refund Method: Issued in USD to your original payment method (credit card, PayPal, etc.). Store credit is available on request.
Notification: We’ll email you a confirmation once processed.
Bank Timing: Banks/card providers may take up to 7 additional business days to release funds.
Restocking Fee: No restocking fees. Full eligible refund is issued after inspection.
Order Processing & Shipping Times
Processing Time: Orders are prepared within 1–2 business days (Mon–Fri, excluding holidays).
Transit Time by Region:
-
United States: 3–5 business days
-
Europe & United Kingdom (France, Germany, Spain, Italy, Belgium, Portugal): 5–7 business days
-
Canada & Australia: 7–9 business days
Order Cut-Off: Orders placed before 2:00 PM EST start processing the same business day; orders placed after 2:00 PM EST start the next business day.
For more details, see our Shipping Policy.
Contact Us
For returns, refunds, or questions:
- Address: 19607 Temple Ave, Colonial Heights, VA 23834
- Email: [email protected]
- Phone: +1 (804) 245-4320
- Form: Contact Us
- Support Hours: Mon–Sun: 8:00 AM-5:00 PM EST
We aim to respond within 24 business hours.
