Refund policy

Last updated: 12 September 2026.

This policy applies to purchases from ORQENA Atelier. It does not limit the rights granted by consumer protection rules in each country.

Cancellation before dispatch

To cancel an order, email pedidos@orqenaatelier.com as soon as possible and include the order number. We will try to stop it, but cannot guarantee cancellation once preparation or dispatch has begun.

Right of withdrawal

Consumers in the European Union generally have 14 calendar days from receipt of the goods to notify us that they are withdrawing from a distance purchase, without giving a reason. For orders delivered in several shipments, the period starts after the last item is received.

To exercise this right, send an unequivocal statement to Antonio Rigo, trading as ORQENA Atelier, by email to legal@orqenaatelier.com or by post to Carrer de Francesc Frontera, 13, 07007 Coll den Rabassa, Illes Balears, Spain. Include the information needed to identify the order.

After notifying us of withdrawal, return the goods within the following 14 calendar days. Request return instructions first. The return address is the address above unless ORQENA Atelier provides another valid address for that order in writing. Keep proof of dispatch.

For a change-of-mind withdrawal, the customer bears the direct return cost unless ORQENA Atelier agrees to pay it or the law provides otherwise. ORQENA Atelier will pay the costs required where an item is incorrect, defective, damaged or non-conforming.

Condition of returned items

You may handle a garment only as reasonably necessary to establish its nature, characteristics and size. It must be returned without additional use, washing, odours, stains or alterations, and with its labels and accessories. Where legally permitted, we may deduct the loss in value caused by handling beyond what is necessary.

Legal exceptions to withdrawal, including the exception for sealed goods unsuitable for return for health or hygiene reasons after their seal has been removed, apply only where legally appropriate. They are not a general exclusion for clothing and never remove rights relating to defective, unsafe, incorrect or non-conforming items.

Size or colour exchanges

Unless another solution is agreed, voluntary exchanges are handled as a return and a new order, to avoid reserving a size that is out of stock. This does not limit any legal remedy for lack of conformity.

Incorrect, damaged, defective or non-conforming items

Check your order on receipt and contact pedidos@orqenaatelier.com as soon as possible. Include the order number and, where possible, photographs of the item, packaging, shipping label and problem. Late notification does not reduce the legal guarantee or other mandatory rights.

We will provide the appropriate remedy at no cost — repair, replacement, a price reduction or a refund — in accordance with the applicable rules. For new goods purchased in Spain, legal liability for lack of conformity generally lasts three years from delivery.

Refunds

For withdrawal, we will refund the price and, where legally required, the cost of the least expensive standard delivery option offered. The difference for a premium delivery option chosen voluntarily is not refunded.

The refund will be made without undue delay and no later than 14 calendar days after notification of withdrawal; we may withhold it until we receive the goods or proof of their dispatch. We will use the same payment method unless a different, no-cost arrangement is agreed. Your bank or card issuer may take longer to reflect the refund.

Optional withdrawal form

To Antonio Rigo, ORQENA Atelier, legal@orqenaatelier.com, Carrer de Francesc Frontera, 13, 07007 Coll den Rabassa, Illes Balears, Spain: I hereby withdraw from my contract for the sale of the following goods: [item and order number]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date]. Signature: [only for a paper submission].