Politique de remboursement

RETURN AND REFUND POLICY

Changed your mind? Product doesn't match your expectations? No problem. This policy outlines the return and refund terms for your order placed on orsonmen.com.

ORSON is operated by CHAMSAK LLC, a Limited Liability Company, with its registered office at 8206 Louisiana Blvd NE, STE A #5085, Albuquerque, NM 87113, USA.

1. Return window: 90 days

You have 90 days from the date you receive your order to return your item for a refund or exchange.

This is a commercial gesture from our side because we want you to have real time to try the product in your daily life before deciding.

2. Return conditions

To be eligible for a return, your item must:

• Be unworn or only briefly tried on (short try-on tolerated, as in a store)
• Be unwashed
• Have its tags still attached
• Be returned in its original packaging, in good condition
• Be accompanied by your order number or proof of purchase

For hygiene reasons, items that have clearly been worn, washed, or damaged cannot be accepted.

3. How to return an item

Step 1 — Contact us

Send us an email at hello@orson.com including:

• Your order number
• The item(s) concerned
• The reason for the return (changed your mind, wrong size, defect, etc.)

Step 2 — Receive instructions

We reply within 48 business hours with:

• The exact return address
• The procedure to follow
• A return slip if needed

Step 3 — Ship the parcel

Carefully package your item and ship it to the address provided. Keep your proof of shipping until your refund is confirmed.

Important: Do not ship your return before contacting us. Returns sent without prior email confirmation may be refused or lost in transit.

4. Return shipping costs

Return shipping costs are the responsibility of the customer, except in case of a defective product, non-conforming item, or error on our part. We recommend a tracked shipping method so your parcel can be followed. ORSON cannot be held responsible for a parcel lost or damaged during return transit.

5. Refund

5.1 Reception and inspection

Upon receiving your return, we inspect the item within 3 to 5 business days. You receive a confirmation email at every step.

5.2 Refund terms

If your return meets the conditions, we process the refund within a maximum of 14 days from the receipt of your parcel or your proof of shipping (whichever is earlier).

The refund is issued to the original payment method used for the order (credit card, PayPal, etc.). Depending on your bank, the refund may take an additional 3 to 10 business days to appear on your account.

5.3 Refunded amount

The refunded amount includes:

• The price of the returned item(s)
• The original standard shipping cost (only if you return the entire order)

Shipping costs above standard delivery (express option, for example) are not refunded.

6. Exchanges

Want to exchange your item for a different size, color, or model?

Simply mention it in your email to hello@orson.com. We'll send you the procedure and ship your new item as soon as your return is received and validated.

7. Defective, non-conforming product, or order error

If you receive a defective item, damaged during shipping, or different from your order, we take full responsibility.

Contact us at hello@orson.com within 14 days of receipt, attaching photos of the product and the packaging. At no cost to you, we'll proceed with your choice of:

• Immediate replacement of the item
• Or a full refund (product + outbound and return shipping costs)

8. Sale or discounted items

Sale and discounted items benefit from the same return and refund rights as full-price items. No restriction is applied based on the purchase price.

9. Gifts

If the item was marked as a gift at the time of purchase and shipped directly to the recipient, the recipient will receive a store credit equivalent to the value of the returned item, usable on orsonmen.com.

If the item was not marked as a gift, the refund will be issued to the original buyer's payment method.

10. Refund not received or delayed

If your refund is delayed in appearing on your account beyond the announced timeframe:

1. Check your bank account (the refund may appear under "Stripe" or "Shopify Payments")
2. Contact your bank: processing delays of several days are common on the bank's side
3. If the issue persists after 14 days, contact us at hello@orson.com with your order number and we'll check on our end immediately

11. Contact us

For any return, exchange, or refund request:

Email: hello@orson.com

Our team replies within 48 business hours.