Refund policy

Last updated: 15 April 2026

 

At Orazek, we want you to be satisfied with your purchase. Because many of our products are fulfilled by international suppliers and shipping partners, our return and refund process follows industry practices used by suppliers such as CJdropshipping and AliExpress.

Please read this policy carefully before requesting a return or refund.

 

1. Return Eligibility

 

You may request a return or refund within 30 days of receiving your order.

Returns or refunds may be approved if:

  • The product arrived damaged
  • The product is defective
  • You received the wrong item
  • The product was lost during shipping
  • Important parts of the order are missing

To process a claim, customers must provide clear photo or video evidence of the issue.

 

2. Damaged or Incorrect Items

 

If you receive a damaged, defective, or incorrect item:

  1. Contact us within 30 days of delivery
  2. Provide:
    • Order number
    • Clear photos or videos showing the issue
    • Description of the problem

 

Once verified, we will offer either:

  • A replacement, or
  • A full refund

 

Contact email: contact.orazek@gmail.com

 

3. Change of Mind / Customer Preference

 

Due to the nature of international fulfilment and supplier policies, we generally do not accept returns for the following reasons:

  • Change of mind
  • Ordering the wrong size or colour
  • Not liking the product
  • Personal preference

Please review product descriptions carefully before placing your order.

 

4. Lost Packages

 

If a package is confirmed lost in transit, we will:

  • Send a replacement, or
  • Issue a full refund

If tracking shows the item was delivered successfully, refunds may not be approved unless further investigation confirms delivery failure.

 

5. Return Shipping

 

Do not return any item without contacting us first. Because many items ship directly from suppliers or international warehouses, the return address may differ depending on the product. If a return is approved, we will provide the correct return instructions.

Unauthorized returns may not be accepted.

 

6. Refund Process

 

Once your refund request is approved:

  • Refunds will be issued to the original payment method
  • Processing time: 5–10 business days depending on your bank or payment provider

Payments processed via:

  • PayPal
  • Shopify Payments

may take additional time depending on the provider.

 

Alternatively refund solution:

  • Refund will be issued as store credit points and gift voucher (terms & conditions applied)
  • Processing time: immediately or up to 1 business day

 

7. Non-Refundable Situations

 

Refunds may not be granted if:

  • The issue is reported after 30 days of delivery
  • The item was used, damaged, or altered by the customer
  • Incorrect shipping information was provided by the customer
  • Tracking confirms successful delivery

 

8. Order Cancellation

 

Orders may be cancelled before they are processed or shipped.

Once an order has been shipped, it cannot be cancelled.

 

9. Fraud Prevention

 

To protect against fraud, Orazek reserves the right to:

  • Request additional proof
  • Refuse suspicious refund requests
  • Investigate unusual claim activity

 

10. Contact Us

 

For all return and refund requests, please contact us:

 

Orazek UK Ltd.
4th Floor, Silverstream House, 45 Fitzroy Street,

London, England, W1T 6EB
United Kingdom

 

Tomail: contact.orazek@gmail.com