Refund policy

At Orsena Studio, we want you to feel confident in your purchase. If something isn’t quite right, we’re here to help — while also ensuring a fair and transparent returns process for both you and our team.

30-Day Money Back Guarantee

You may request a return within 30 days of receiving your item.
To be eligible for a refund, the product must be:

  • In its original condition

  • Free from damage, marks, or signs of use

  • Returned with all accessories, components, and packaging

Items that appear used, installed, or damaged may not qualify for a refund, or may be subject to a partial refund at our discretion.

Return Approval Required

All returns must be approved by our customer support team before being sent back.
Unauthorised returns may not be accepted or refunded.

To request a return, please email:
support@orsenastudio.com
Include your order number, reason for return, and photos of the item if required.

This helps us verify the condition and prevent fraudulent or incorrect returns.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is confirmed defective or incorrect. We recommend using a tracked shipping service to ensure safe delivery, as we cannot issue refunds for items lost in transit.

Exchanges

If you receive a defective or damaged item, we will replace it at no cost.
Please contact us within 7 days of delivery so we can assist you promptly.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued to the original payment method

  • Processing typically takes 3–7 business days depending on your bank

Shipping fees (if applicable) are non-refundable.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Items with damaged or missing parts

  • Products showing signs of installation or use

  • Items returned without original packaging

These policies protect our customers and the brand from misuse and chargeback fraud.

Order Cancellations

Orders may be cancelled within 2 hours of purchase.
Once processing begins, cancellations may not be possible.

2-Year Warranty

All Orsena Studio products are covered by a 2-Year Warranty against manufacturing defects.
This does not cover damage from misuse, mishandling, accidental breakage, or modifications.

Chargeback Policy

We strive to resolve any issues quickly and fairly.
Initiating a chargeback without contacting our support team first may delay resolution and could result in your claim being disputed with full supporting evidence, including:

  • Tracking information

  • Delivery confirmation

  • Photographic proof

  • Communication records

  • Warranty claim details

Please reach out to us — we are always here to help.

Contact Us

For any returns, refunds, or questions, contact our support team:
support@orsenastudio.com

We’re committed to ensuring you have a smooth, positive experience with Orsena Studio.