Refund policy

Last updated: 22 September 2026

14-day return and withdrawal period

For consumer orders in our five active markets, you may clearly notify us of your return or withdrawal decision within 14 calendar days after receipt by emailing contact@orienx.store, then send the item back within 14 calendar days after that notice. If applicable law grants a longer period or additional rights, that law applies. Refusing or failing to collect a parcel by itself is not a clear withdrawal notice.

Item condition

You may examine an item as needed to establish its nature, characteristics and function. Pack the return carefully. We recommend the original protective packaging when available, but its absence alone does not automatically invalidate a lawful return. If handling beyond the necessary examination reduces the item’s value, we may deduct the corresponding amount where applicable law permits.

The OrienX mark on the ceramic is brand identification, not customer-requested personalization. The mark alone does not exclude an ordinary return or statutory withdrawal right.

Requesting and sending a return

Within the statutory withdrawal period, you may notify us clearly of your decision to withdraw without giving a reason. Exercising this right does not require prior approval. Send your name, order number, affected items and decision to contact@orienx.store. A reason is optional. We verify the order and provide practical return instructions; this does not invalidate a notice sent within the deadline. Return the items within 14 calendar days of your notice and keep proof of dispatch.

Change of mind, exchanges and return shipping

For a change-of-mind return, you pay the direct cost of shipping the item to our return address in Strasbourg, France; the amount depends on your location and chosen carrier. OrienX does not offer direct exchanges. To obtain another item or style, complete the return and refund, then place a new order.

Damage, wrong item, missing item, defect or non-conformity

Keep the item and all packaging. Provide the order number and photographs of the outer box, shipping label, internal protection and the issue. We recommend contacting us within 48 hours of discovery so we can investigate promptly; this recommendation does not shorten or remove statutory rights. Once verified, OrienX bears reasonable return or remedy costs and provides an appropriate reshipment, replacement, repair, price reduction or refund.

Refund amount and timing

For a valid withdrawal, we refund without undue delay and no later than 14 calendar days after receiving your decision. Unless we offer to collect the items, we may withhold the refund until we receive the returned items or evidence that you have sent them back, whichever occurs first. The refund includes the items and the original standard delivery charges due for reimbursement; upgrades above the least expensive standard delivery option are not refunded. You bear the direct return shipping cost for a change of mind. We use the original payment method unless you expressly agree to a different method without fees. Bank processing time does not alter our refund obligation.

Statutory conformity rights

This policy does not limit rights for goods that do not conform to the contract. Orders governed by French, German or other applicable EU consumer rules generally carry a 2-year statutory conformity guarantee from delivery. Consumers in the United Kingdom, China and the United States also retain rights under their applicable laws.

Cancellation and customer service

Contact us as soon as possible to cancel. We make every effort before warehouse processing begins, but cannot guarantee cancellation after preparation or transit starts; you can then request a return under this policy. We normally provide a first response within 2 business days.

Model withdrawal form

Notice address and product return address
The Hong Kong address in this form is only for receiving written withdrawal notices; it is not a product return address. You can also send your withdrawal notice by email to contact@orienx.store. Orders delivered to China must be returned to Shenzhen. For orders delivered to other countries or regions, the return address is: LIU Haoyuan, EcoFeng, 70 Rue de la Plaine des Bouchers, 67100 Strasbourg, France.

This model is optional; any clear withdrawal declaration may be used. To 維睿昂國際有限公司, OrienX customer service, Room A1, 11/F, 36 Man Yue Street, Hung Hom, Kowloon, Hong Kong; contact@orienx.store.
I/We hereby give notice of withdrawal from the contract for the following goods: ____
Order number (if available): ____; ordered on/received on: ____
Consumer name(s): ____; address: ____
Date: ____; signature (paper forms only): ____

Processing or dispatch may prevent interception of the parcel, but does not remove the applicable statutory right of withdrawal.