Refund policy

We offer a 30-day standard return window and a 60-day craftsmanship promise. Both periods begin on the date your order is delivered.

30-Day Standard Returns

You have 30 days after delivery to request a return for an eligible, non-personalized item. To be eligible, the item must be in the same condition in which it was received: unworn or unused, with any tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

Our standard automatic and quantity discounts do not, by themselves, make an otherwise eligible item non-returnable.

To request a return, contact us at support@orocuff.com. If your return is accepted, we’ll provide the return address and instructions on how and where to send your package. When applicable, we’ll also provide a return shipping label. Items sent back without first requesting a return will not be accepted.

60-Day Craftsmanship Promise

Every OROCUFF piece is covered for material or workmanship issues for 60 days after delivery. If a stitching, hardware, closure, engraving, assembly, or other craftsmanship issue appears during that period, contact us with your order number and clear photos of the issue.

After reviewing the issue, we’ll make it right through a repair, a replacement, or a refund, as appropriate. Because some pieces are made in limited batches, an exact replacement may no longer be available; in that case, we may offer a repair, a comparable replacement, or a refund.

The craftsmanship promise does not cover ordinary wear, accidental damage, misuse, loss, or damage caused by improper care.

Personalized and Custom Items

Personalized, engraved, or custom-made items are not eligible for ordinary returns or exchanges because they were made specifically for you. They remain fully covered for damage, an incorrect item, a production error, or a material or workmanship issue under the 60-day craftsmanship promise.

Custom Pet Portrait Design Deposit

The complete price is $229 for 6.5 cm or $259 for 7.5 cm. The $49 paid today is the design deposit and is fully credited toward that complete price. The remaining balance is $180 for 6.5 cm or $210 for 7.5 cm.

You may cancel within 24 hours after paying the design deposit for a full refund, provided design work has not started.

After design work begins, the deposit is generally non-refundable, but it remains fully credited toward the complete price, except where applicable law requires otherwise.

We request the remaining balance only after you approve the design. The balance is never charged automatically.

If the photos you provide cannot be used to complete the portrait, we will refund the deposit.

Nothing in this custom-order policy limits remedies for a defective product, an incorrect item, a production error, or any rights available under applicable consumer law.

Damages, Incorrect Items, and Delivery Issues

Please inspect your order when it arrives and contact us promptly if the item is damaged, defective, incorrect, or incomplete. Include your order number and clear photos so we can evaluate the issue and make it right.

Other Exceptions

Gift cards cannot be returned. Please contact us before returning any item if you have a question about eligibility.

Exchanges

The fastest way to receive a different standard item is to return the eligible item you have and, once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable law. The item must be in the same condition in which it was received: unworn or unused, with any tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

Refunds

We’ll notify you after we receive and inspect your return and tell you whether the refund was approved. If approved, the refund will be issued automatically to your original payment method within 10 business days. Your bank or card issuer may need additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at support@orocuff.com.

Questions? Contact support@orocuff.com.