REFUNDS AND RETURN POLICY
1. Application for Returns/Refunds
1.1 Subject to the terms and conditions of this Refund and Return Policy and the Terms of
Service, the Buyer may apply for a return of the purchased item(s) (“Item(s)”) and/or a refund
prior to the expiry of the Ordejela Guarantee Period, as stipulated in the Terms of Service.
Returns and refunds are strictly limited to specific conditions such as item defects, incorrect
shipments, or discrepancies with the product description. Requests for returns or refunds based
on reasons outside these specific conditions shall be denied.
1.2 Ordejela Guarantee is a service provided by Ordejela to assist in resolving disputes that may
arise during a transaction. Users are encouraged to communicate directly with Ordejela's
customer service to resolve disputes in good faith. Ordejela reserves the right to make the final
determination regarding returns and refunds, consistent with the applicable policies and Terms of
Service. Ordejela’s decision in this regard shall be final and binding on all parties.
1.3. If a resolution cannot be achieved through Ordejela's intervention, Users may seek
assistance from relevant local authorities in accordance with applicable laws. However, Ordejela
shall not be liable for any further legal actions taken by the Buyer beyond the Ordejela Guarantee
process.
2. Application for the Return of an Item
2.1 The Buyer may apply for a refund and/or return of the purchased Item under the following
limited circumstances:
1. The Item has not been received by the Buyer within the stipulated delivery period;
2. The Item was defective and/or damaged upon delivery;
3. The Item received is incomplete (e.g., missing parts, accessories, or quantities);
4. Ordejela has delivered an Item that does not match the agreed specification (e.g., wrong
size, color, model);
5. The Item delivered is materially different from the description provided by Ordejela in
the product listing;
6. The Item received is counterfeit;
7. The Item received has physical damage (e.g., dented, scratched, shattered);
8. The Item received is faulty or malfunctioning and does not work as intended;
9. By mutual agreement between the Buyer and Ordejela;
10. Change of mind (only applicable to specific categories as determined by Ordejela);
11. Expired products;
12. Empty or suspicious parcels.
*Change of mind return policy is limited to specific categories as determined by Ordejela at its
sole discretion. The Buyer must obtain Ordejela’s prior consent before initiating a return request
based on a change of mind.
2.2 All return requests must be submitted by the Buyer via the official Ordejela website within
the Ordejela Guarantee Period. Failure to adhere to this procedure or submit the request through
the designated online portal may result in the denial of the return request.
2.3 Ordejela will review each Buyer’s application on a case-by-case basis and retains the sole
discretion to determine whether the Buyer’s request is valid. Ordejela reserves the right to deny
any refund or return request that does not comply with the stipulated conditions.
2.4 If required by Ordejela, the Buyer must select a method of return and ship the Item to a
location designated by Ordejela within five (5) calendar days after the return request is approved.
Failure to comply with this timeline may result in the cancellation of the return request.
2.5 The approval of any refund or return request will be made by Ordejela at its sole discretion.
The Buyer acknowledges and agrees that Ordejela’s decision shall be final, conclusive, and
binding, and the Buyer covenants that they will not bring any legal action or assert any claims
against Ordejela or its affiliates regarding such decisions.
2.6 In the event that the Buyer initiates legal action against Ordejela, Ordejela will continue to
follow its normal procedures regarding payment disbursement and refunds, unless a formal court
order or legal directive instructs otherwise. Any legal disputes initiated by the Buyer will not
automatically delay or suspend the disbursement of purchase monies to Ordejela.
2.7 Refunds or other payment adjustments related to a transaction will be processed according to
Ordejela’s refund and return policy. Ordejela reserves the right to handle refund requests at its
sole discretion, in line with the terms and conditions of this policy. Once the purchase monies
have been disbursed, the Buyer must follow the proper refund process outlined in this policy, and
no further action will be taken unless otherwise required by law.
3. Condition of Returning Item
3.1 To ensure a smooth return process, the Buyer must return the Item, including any
complementary accessories, in the same condition it was received. The Item must be in its
original packaging, with all accompanying materials such as tags, manuals, and any accessories
included. Ordejela will need the Buyers to take photographs of the Item upon receipt to
document its condition.
3.2. Items that have been used, washed, damaged, or altered by the Buyer, or items explicitly
marked as non-returnable at the time of purchase, will not be eligible for return.
4. Liability of Return Shipping Fee
4.1. In the event of an error on the part of Ordejela (e.g., defective, damaged, or incorrect Item
delivered), Ordejela shall bear the cost of the return shipping fee.
4.2. If the Buyer is returning an Item due to a change of mind, the Buyer must first obtain
Ordejela’s consent. In this case, the Buyer shall bear the full cost of return shipping.
4.3. In cases where there is a dispute regarding which party is liable for the return shipping fee,
Ordejela will, at its sole discretion, determine the responsible party. The decision made by
Ordejela shall be final and binding on the Buyer.
5. Refunds
5.1. Refunds will only be issued after Ordejela receives and inspects the returned Item to verify
that it meets the return conditions outlined in this policy. If the Buyer fails to return the Item in
compliance with these conditions, the refund request may be denied.
5.2. Refunds may be processed through the Buyer’s original payment method (e.g., credit/debit
card, OrdejelaPay wallet) or any other refund mechanism deemed appropriate by Ordejela.
5.3. If a refund is approved for a returned Item and it is determined that the Buyer is at fault for
the issue (such as misuse, mishandling, or failure to follow product guidelines), Ordejela reserves
the right to deduct any necessary amount from the refund to cover related costs, such as return
shipping fees, handling charges, or any other expenses incurred as a result of the Buyer’s actions.
However, if the refund or chargeback is due to platform errors, fraudulent activity that was not
detected by Ordejela’s security systems, or product-related issues such as defects,
misrepresentation, or failure to deliver, Ordejela will bear the full cost of the refund, and no
deductions will be made from the refund amount. Once any necessary deductions are made (if
applicable), the remaining balance will be disbursed to the Buyer through their original payment
method.
6. Communication Between Buyer and Seller
6.1 Ordejela encourages Buyers to communicate directly with Ordejela’s customer service to
resolve any issues arising from a transaction. As Ordejela is the sole seller on the platform, all
concerns or disputes related to the Item purchased must be addressed through the official
Ordejela support channels.
6.2. Ordejela may offer support in resolving issues, but reserves the right to determine the
outcome of any dispute based on the circumstances of the case. Ordejela’s decisions are final and
binding.