At OROHENA, we recognize and respect consumer rights established by Law No. 358-05 on Consumer Protection. Users have the right to receive products that meet the characteristics and conditions agreed upon at the time of purchase, and to request replacements or returns in the case of defective or non-compliant products.

Items purchased through our website come with a warranty against quality or manufacturing defects for up to fifteen (15) days after delivery. Below are our return policies:

  • Requests for exchanges or returns will not be accepted after fifteen (15) calendar days (counting from the date of delivery).

  • By returning a product, the customer acknowledges that refunds (whether full or partial) may be denied if the returned item does not meet our specific terms and conditions.

  • Exchanges are not accepted for items purchased on sale or gift cards.

  • Misuse and/or failure to follow the care instructions on the product label (such as exposure to chemicals, heat, or sharp objects) will void eligibility for return.

  • Only products that have not been washed, worn, or altered (e.g., stains, odors, etc.) will be accepted.

  • Returned items must have the original tags attached and must be returned in their original packaging. Items with removed tags or without original packaging will not be accepted.

  • The returned product must be in optimal condition, suitable for resale.

  • The shipping cost for size exchanges must be covered by the customer.

  • Once we receive the items the customer wishes to return at our warehouse, it will be the customer’s responsibility to pick them up in case the return or exchange request is not approved.

  • If the exchange request is approved, we will send the new products to the same address (after confirmation via email) within 1–3 business days for deliveries in Santo Domingo, or 1–5 business days for deliveries elsewhere in the Dominican Republic.

  • If the return request is approved, the customer will be offered the choice of (i) receiving a full refund through the original payment method, or (ii) receiving a store credit voucher for the same amount, with no expiration date.

To request a return process, the customer must notify us via email at contacto@orohena.com, specifying the items to be returned and the reason for the return, including reference images. A copy of the customer’s ID and the delivery receipt must also be attached. Returns will not be accepted without these documents.

Refunds are processed within the first five (5) business days after the return is approved. Depending on the customer’s bank, the transaction may be visible in their account between ten (10) and fifteen (15) business days after the refund is issued.