Refund policy

RETURN AND REFUND POLICY

Thank you for shopping with Orí Adé.

Orí Adé creates premium Yoruba caps, kaftans, agbada, linen pieces, handwoven items, embroidered pieces, and made-to-order cultural menswear. Many of our pieces are handmade, limited in quantity, produced in small batches, customised, altered, or prepared specially for the customer. Because of this, our return and refund rules are strict.

By placing an order on our website, you agree to this Return and Refund Policy.

1. GENERAL RETURN POSITION

All orders are reviewed based on the product type, order status, and reason for return.

We do not offer refunds or returns for:
- Change of mind
- Wrong size selected by the customer
- Wrong colour selected by the customer
- Event cancellation
- Late change of preference
- Customer providing incorrect measurements
- Customer providing incorrect delivery details
- Items that have been worn, used, washed, perfumed, stained, damaged, altered, stretched, folded wrongly, or handled in a way that affects resale condition
- Sale, discounted, promotional, clearance, final-sale, or special-offer items
- Custom-made, made-to-order, personalised, embroidered, altered, fitted, or specially produced items
- Agbada, kaftan, linen, cap, or accessory orders made for a specific event date, colour request, measurement, family order, aso-ebi order, or private client order

This does not affect any mandatory rights you may have under applicable consumer protection laws where you are located.

2. ELIGIBLE RETURNS

A return may only be accepted where:
- We sent the wrong item;
- We sent the wrong size compared to the order confirmation;
- The item arrived damaged due to our fault; or
- The item has a clear manufacturing fault that was not disclosed before purchase.

The customer must contact us within 48 hours of delivery for Nigeria orders, or within 7 days of delivery for international orders, with clear photos and order details.

Contact:
Email: support@oriade.co
WhatsApp/Phone: 08024343981

We may request photos, video, delivery packaging, and any other information needed to review the claim.

3. CONDITION OF RETURNED ITEMS

To be accepted, the item must be:
- Unworn
- Unwashed
- Unused
- Unaltered
- Undamaged by the customer
- Free from perfume, sweat, stains, makeup, deodorant, smoke, food, oil, or marks
- In its original packaging, where applicable
- Returned with any tags, dust bag, packaging, accessories, or inserts supplied with the item

If an item fails inspection, we reserve the right to reject the return and send the item back to the customer at the customer’s cost.

4. CUSTOM, MADE-TO-ORDER, ALTERED AND PERSONALISED ITEMS

Custom-made, made-to-order, altered, fitted, personalised, embroidered, special-size, special-colour, event-specific, or measurement-based orders are final once production, sourcing, embroidery, cutting, weaving, alteration, or preparation has started.

These items are not eligible for refund, cancellation, exchange, or store credit, except where the item is faulty due to our error or does not match the confirmed order.

This includes, but is not limited to:
- Agbada made to size or event
- Kaftan made to size or event
- Linen pieces made or altered to size
- Caps made, stretched, altered, or selected for a specific head size
- Embroidered pieces
- Family, wedding, groomsmen, aso-ebi, or group orders
- Special colour requests
- Pieces reserved or produced after deposit payment

5. SIZE RESPONSIBILITY

Customers are responsible for selecting the correct size and reviewing the size guide before purchase.

For caps, sizes are measured in inches. A customer who selects the wrong cap size is not automatically entitled to a refund.

For agbada, kaftan, linen, or custom pieces, customers are responsible for providing accurate measurements. We are not responsible for incorrect measurements supplied by the customer or measurements taken by a third party.

Where possible, we may offer alteration support at an additional cost, but this is at our discretion.

6. EXCHANGES

We may offer an exchange only where:
- The item is eligible;
- The item is returned in perfect condition;
- The request is made within the allowed return window;
- The replacement item is available in stock; and
- The customer pays any delivery, return shipping, customs, duties, price difference, or handling costs.

Exchanges are not guaranteed.

If the requested replacement is unavailable, we may offer store credit at our discretion.

7. STORE CREDIT

Where we approve store credit, the credit:
- Can only be used on Orí Adé;
- Cannot be exchanged for cash;
- Cannot be transferred unless approved by us;
- Must be used within 90 days unless we state otherwise;
- Cannot be applied to shipping, duties, taxes, or delivery charges unless we approve it.

8. REFUNDS

Refunds are only issued where required by law or where we approve the return after inspection.

Approved refunds will be made to the original payment method where possible. Processing times depend on the payment provider, bank, or card issuer.

Original delivery fees, shipping fees, customs duties, taxes, payment processing fees, and return shipping fees are non-refundable unless the return is due to our error or applicable law requires otherwise.

9. RETURN SHIPPING COSTS

Customers are responsible for return shipping costs unless the item was wrong or faulty due to our error.

For international returns, customers are responsible for:
- Return shipping
- Customs declarations
- Import duties
- Taxes
- Courier fees
- Failed delivery charges
- Any charges caused by incorrect paperwork

We are not responsible for returned items lost or damaged in transit. We recommend using a tracked and insured courier service.

10. DAMAGED OR WRONG ITEM

If your item arrives damaged or incorrect, contact us within the applicable return window with:
- Order number
- Full name
- Delivery address
- Clear photos of the item
- Clear photos of the packaging
- Description of the issue

Do not return any item without written approval from us. Unauthorised returns may be refused.

11. LATE OR MISSING RETURNS

If we approve a return and the item is not received within the deadline we provide, the return approval may be cancelled.

12. FINAL SALE ITEMS

The following are final sale unless faulty due to our error:
- Sale items
- Discounted items
- Custom orders
- Made-to-order items
- Altered items
- Personalised items
- Event-specific orders
- Special-size orders
- Special-colour orders
- Deposits and production slot payments

13. DEPOSITS

Deposits are used to reserve production time, materials, fabrics, artisans, embroidery work, fittings, or delivery planning.

Deposits are non-refundable once work has started, materials have been sourced, production has been scheduled, or the order has been reserved for the customer.

14. UK, EU AND OTHER MANDATORY CONSUMER RIGHTS

For customers in locations where consumer law gives mandatory cancellation, return, refund, repair, or replacement rights, we will honour those rights where legally required.

However, where allowed by law, custom-made, personalised, altered, made-to-measure, made-to-order, event-specific, and specially produced items are excluded from change-of-mind cancellation or return rights.

15. ABUSE OF RETURNS

We reserve the right to refuse future orders, cancel orders, restrict returns, or close customer accounts where we believe there is return abuse, fraud, chargeback abuse, false claims, repeated failed deliveries, or misuse of our policies.

16. HOW TO REQUEST A RETURN

Email: oriadecaps@gmail.com
WhatsApp/Phone: [insert phone number]

Please include:
- Order number
- Full name
- Product name
- Reason for request
- Photos or video where relevant
- Delivery date