Orange Metro – Return & Refund Policy

At Orange Metro, customer satisfaction is one of our highest priorities. We want you to shop with confidence and receive products that meet your expectations in terms of quality, appearance, size, and functionality. If you receive an item that is damaged, defective, incorrect, or otherwise eligible for return under this policy, we are committed to providing a fair and straightforward return, exchange, replacement, or refund process.

1. Our Commitment

Orange Metro carefully checks products before dispatch whenever practical. However, because products may be handled during packaging and transportation, issues can occasionally occur. If there is a problem with your order, please contact our Customer Support Team as soon as possible so that we can investigate and provide an appropriate solution.

Our return policy is designed to protect both our customers and Orange Metro from misuse while keeping the process simple and transparent.

2. Return Eligibility

A product may generally be eligible for return if:

• You received the wrong product, size, color, or design compared with your confirmed order.

• The product arrived damaged or defective.

• The product has a manufacturing defect that was not reasonably identifiable before purchase.

• The product is materially different from the description or specifications provided on the Orange Metro website.

• Orange Metro specifically approves the return because of an exceptional circumstance.

Unless otherwise stated on the product page, eligible return requests should be submitted within 7 calendar days of delivery.

Certain products may have different return periods or may be marked "Non-Returnable" on their product page. The product-specific policy will take precedence where clearly stated.

3. Conditions for Returning Products

To qualify for a return, the product should:

• Be unused, unworn, unwashed, and in its original condition.

• Have all original tags, labels, packaging, accessories, and included items intact.

• Not have perfume, makeup, stains, damage, alterations, or signs of use.

• Be returned with the original invoice/order information where available.

• Be securely packaged to prevent damage during return transportation.

For clothing, customers are encouraged to inspect the product and try it on carefully without removing tags or otherwise altering the product.

Orange Metro reserves the right to reject a return if the product does not meet the applicable return conditions.

4. Products That May Not Be Returnable

For hygiene, safety, customization, or commercial reasons, certain products may not be eligible for return unless they arrive defective, damaged, or incorrect.

These may include:

• Undergarments and intimate apparel.

• Personal hygiene products.

• Cosmetics or beauty products that have been opened or used.

• Customized or personalized products.

• Products specifically marked "Non-Returnable."

• Clearance or final-sale products where the product page clearly states that they are final sale.

• Products damaged, washed, altered, stained, or used by the customer.

• Items missing their original tags, packaging, or accessories.

Where a product has a specific return restriction, Orange Metro will clearly communicate that restriction on the relevant product page whenever possible.

5. Wrong, Damaged, or Defective Products

If you receive a wrong, damaged, or defective product, please contact Orange Metro Customer Support as soon as possible and preferably within 48 hours of delivery.

To help us resolve the matter quickly, please provide:

1. Your order number.

2. A description of the problem.

3. Clear photographs of the product.

4. Photographs of the packaging and shipping label where relevant.

5. A short video where the issue cannot be adequately demonstrated through photographs.

Our team may review the evidence and may request additional information before approving the return or replacement.

If the issue is confirmed to be attributable to Orange Metro, the supplier, or the delivery process, we may provide an appropriate remedy such as:

• Replacement of the product.

• Exchange for an available product.

• Store credit.

• Partial refund where appropriate.

• Full refund, subject to this policy.

6. Change of Mind Returns

Orange Metro may accept change-of-mind returns for selected products, provided that the product page states that the product is eligible for such a return.

For an approved change-of-mind return:

• The product must be unused and in original condition.

• Tags and packaging must remain intact.

• The customer may be responsible for applicable return shipping costs.

• Original delivery charges may be non-refundable.

• Any applicable deductions will be communicated before processing the refund.

Change-of-mind returns are not guaranteed for every product.

7. Size and Fit Issues

Because clothing sizes and fits can vary between products, customers should carefully review the size chart provided on the product page before placing an order.

If you receive the size you ordered but it does not fit as expected, the item will not automatically qualify as a defective or incorrect product.

Where Orange Metro offers size exchanges, the exchange will be subject to:

• Product availability.

• Return eligibility.

• Original condition requirements.

• Applicable shipping charges.

We strongly recommend checking the product measurements and size guide before ordering.

8. Exchange Policy

Where available, Orange Metro may offer an exchange instead of a refund.

An exchange is subject to product availability. If the requested replacement is unavailable, Orange Metro may offer another suitable solution, such as store credit or a refund.

If the replacement product has a different price, the applicable price difference may need to be paid or refunded.

9. Return Shipping

For products that are confirmed to be defective, damaged, incorrect, or materially different from the product ordered, Orange Metro may arrange or reimburse reasonable return shipping costs according to the circumstances.

For customer-requested returns such as change-of-mind, incorrect size selection, or preference changes, the customer may be responsible for return shipping charges where applicable.

Return shipping arrangements must be approved by Orange Metro before sending an item back.

Customers should not send products to an address obtained from an unofficial source.

10. Return Inspection

Once a returned product reaches Orange Metro or its designated return facility, the product may be inspected to determine whether it meets the requirements of this policy.

Inspection may include checking:

• Product condition.

• Tags and labels.

• Packaging.

• Signs of use or washing.

• Damage or stains.

• Accessories and included items.

• Product identity and order information.

Approval of a return does not automatically guarantee a full refund until the returned product has successfully passed the applicable inspection.

11. Refund Options

Depending on the circumstances, Orange Metro may provide:

Full Refund:
Where an eligible product is confirmed to be defective, damaged, incorrect, or materially different from the order, and a full refund is appropriate.

Partial Refund:
Where only part of an order is affected or where a partial adjustment is an appropriate resolution.

Store Credit:
Orange Metro may offer store credit where appropriate or where the customer chooses this option.

Replacement/Exchange:
Where the customer prefers a replacement and the product is available.

12. Refund Processing Time

After an eligible return has been received, inspected, and approved, Orange Metro will initiate the applicable refund.

The time required for the refund to appear in the customer's account may depend on the payment method, bank, payment processor, or financial institution.

Orange Metro is not responsible for delays caused by banks, payment processors, courier companies, or other third-party service providers after the refund has been initiated.

13. Cash-on-Delivery Orders

For Cash-on-Delivery orders, refunds may require an alternative payment method or other verification before being processed.

Customers may be requested to provide accurate payment details necessary to receive an approved refund.

Orange Metro will not request sensitive information such as passwords, PINs, or one-time authentication codes for processing a legitimate refund.

14. Delivery Refusal

Customers should not routinely refuse delivery simply because they have changed their mind.

If a customer refuses an order without an approved reason, Orange Metro may deduct applicable delivery, return-to-origin, or other reasonable logistics costs from any refund where permitted by applicable law and the agreed terms.

For damaged, incorrect, or materially defective deliveries, customers should contact Orange Metro Support so that the matter can be properly documented and resolved.

15. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure after delivery.

If an order is successfully cancelled before dispatch, any eligible refund will be processed according to the payment method and applicable processing timelines.

16. Promotions and Discounted Products

Products purchased during promotional campaigns, flash sales, bundle offers, clearance sales, or special discounts may be subject to additional return conditions.

Any special return or refund conditions will be displayed during the promotion or on the relevant product page.

Unless otherwise stated, promotional discounts are not refundable as separate cash amounts.

17. Missing Items

If an order arrives with one or more products missing, please contact Orange Metro Customer Support promptly.

We may request photographs of the received package, shipping label, invoice, and products received so that we can investigate the matter.

After verification, Orange Metro may arrange delivery of the missing product or provide an appropriate refund or alternative resolution.

18. Fraudulent or Abusive Returns

Orange Metro reserves the right to investigate unusual or potentially fraudulent return activity.

Examples may include:

• Repeated claims involving false damage or defects.

• Returning products that were not purchased from Orange Metro.

• Returning used or altered products as new.

• Removing or replacing product tags.

• Returning different products from those originally purchased.

• Repeatedly abusing promotional return privileges.

• Providing false or misleading information.

Where permitted by applicable law, Orange Metro may restrict or suspend return privileges or decline future orders where there is reasonable evidence of fraudulent or abusive activity.

19. Third-Party Seller Products

If Orange Metro later allows third-party sellers or marketplace vendors, certain products may be subject to seller-specific return conditions.

The applicable return terms will be displayed on the relevant product page or order information.

Where a seller-specific policy applies, customers will be informed of the appropriate return process.

20. How to Request a Return

To request a return, contact Orange Metro Customer Support through the official contact method provided on our website.

Please provide:

Order Number:
Customer Name:
Phone/Email:
Product Name:
Reason for Return:
Photographs/Videos: Where applicable

Our Customer Support Team will review the request and provide instructions if the return is approved.

Please do not ship a product back before receiving return instructions from Orange Metro.

21. Customer Responsibility

Customers are responsible for providing accurate:

• Name.

• Delivery address.

• Contact information.

• Product selection.

• Size and color selection.

• Payment information where required for refunds.

Orange Metro cannot be held responsible for issues caused by incorrect information provided by the customer, subject to applicable consumer protection laws.

22. Policy Changes

Orange Metro may update this Return & Refund Policy from time to time to reflect changes in our business, products, payment methods, logistics arrangements, or applicable legal requirements.

The latest version will be published on the Orange Metro website and will apply to orders placed after the effective date stated above, subject to applicable law.

23. Customer Support

We are committed to resolving return and refund concerns fairly, professionally, and efficiently.

Orange Metro
Online Shopping & Fashion Store

Our Promise

Shop with confidence. If something isn't right, we're here to help.

At Orange Metro, our goal is not simply to complete a transaction—it is to earn your trust and build a long-term relationship. We will always strive to handle eligible returns and refunds with fairness, transparency, and respect.

Orange Metro — Quality You Can Trust. Shopping You Can Enjoy.