Returns and complaints

At Orientana, we focus on the full satisfaction of our customers. We want shopping in our store to be pleasant and hassle-free. That is why we have prepared clear rules for returns and complaints.

Withdrawal from the contract – you have 14 days to make a decision!

As a consumer, you have the right to withdraw from a distance contract. At Orientana, we give you 14 days to do so from the moment you receive the product. To withdraw from the contract, it is enough to send us a statement of withdrawal, for example by e-mail to the following address: sklep@orientana.pl .

Please send the returned product immediately, no later than 14 days from the date on which you informed us of your withdrawal from the contract, to the following address:

Orientana-Omnipack building DC04 ramp 40
Katowice 66
05-830 Nadarzyn, Poland

When is a return not possible?

The right to withdraw from the contract does not apply in the event of:

• Hygiene products whose packaging has been opened after delivery (e.g. cosmetics after opening).

Refund - fast and efficient

After receiving your statement and the returned product, we will refund all payments made, including delivery costs. We will make the refund within 14 days of receiving the statement of withdrawal from the contract, but we may withhold it until we receive the returned product.

Complaints - Your right to safe shopping

If a product purchased at Orientana turns out to be defective, you have the right to file a complaint under the warranty. To facilitate the process, please file a complaint by e-mail to the following address: sklep@orientana.pl .

After receiving your report, we will inform you about the next steps, including the address to which the complained product should be sent.

Your rights in the context of a complaint:

• Replacing the product with a new one, free from defects.
• Reducing the price of the product.
• Withdrawal from the contract (in the event of a material defect).

We undertake to consider your complaint within 14 days of its receipt. We hope that shopping at Orientana will be a pleasure for you. We are convinced that our products will meet your expectations.