Refund policy

Refund Policy & Right of Withdrawal

Last updated: 26 May 2026

Right of Withdrawal (Statutory Widerrufsbelehrung)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us:

OROSENDA
Shirley Pouillard
Brüderstrasse 24a, 13595 Berlin, Germany
Phone: +49 178 5306011
Email: info@orosenda.com

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form set out at the bottom of this page, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal (§ 312g Abs. 2 BGB)

The right of withdrawal does not apply to:

  • Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g. earrings where the hygiene seal has been broken)
  • Contracts for the supply of goods made to your specifications or clearly personalised (e.g. customised or engraved items)

Plain-language overview

In addition to the statutory rights above, our general return practice:

  • Items must be unworn, undamaged, and in original condition
  • In original packaging where supplied
  • Accompanied by your order number

How to return

Email info@orosenda.com with your order number and reason for return. We will send you return instructions within 2 business days.

Refunds

Once we receive and inspect your return, we will process your refund within the statutory 14-day window to your original payment method. You will receive a confirmation email.

Faulty or incorrect items

If you receive a faulty or incorrect item, please contact us within 48 hours of delivery at info@orosenda.com with photos. We will arrange a free return and send a replacement or full refund. Your statutory warranty rights under §§ 437 ff. BGB (Mängelgewährleistung, 2 years) remain unaffected.

Model Withdrawal Form (Muster-Widerrufsformular)

(complete and return this form only if you wish to withdraw from the contract)

— To OROSENDA, Shirley Pouillard, Brüderstrasse 24a, 13595 Berlin, Germany, email: info@orosenda.com:

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*):

— Ordered on (*) / received on (*):

— Name of consumer(s):

— Address of consumer(s):

— Signature of consumer(s) (only if this form is notified on paper):

— Date:

(*) Delete as appropriate.

Contact

info@orosenda.com | OROSENDA, Brüderstrasse 24a, 13595 Berlin, Germany