Refund policy

Cancellations

You may request a cancellation before your order enters processing. Once processing or shipment has started, we cannot guarantee that the order can be cancelled. Contact us as soon as possible at hola@orqenatech.com and include your order number.

Returns and exchanges

For hygiene reasons, facial cleansing tools are final sale and we do not accept change-of-mind returns or exchanges. Please review the product description and the selected option before placing your order.

Damaged, defective, incorrect or missing items

Inspect your order when it arrives. If an item is damaged, defective, incorrect or missing, contact us within 30 days of delivery at hola@orqenatech.com. Include your order number and clear photos or a short video showing the item, packaging, shipping label and problem. We will review the claim and, when approved, provide a replacement or a refund at no additional cost.

Do not send an item to any address without written return instructions from ORQENA. Most verified product issues do not require a physical return. If a return is required, we will provide the authorized return address and instructions for that specific claim.

Delivery problems

If tracking shows no meaningful progress, the package has not arrived by the stated delivery window, or tracking says delivered but you cannot locate the package, contact us promptly. We may ask you to confirm the shipping address or obtain written confirmation from the carrier before approving a replacement or refund.

Refunds

Approved refunds are issued to the original payment method. We aim to submit an approved refund within 10 business days. Your bank or card issuer may need additional time to post it. If more than 15 business days have passed since we confirmed your refund, contact hola@orqenatech.com.

This policy does not limit rights that cannot be excluded under applicable law.