Orobigo connects independent vendors with buyers. While we provide standard guidelines, please note that specific return policies may vary slightly by vendor. This document outlines the baseline expectations.
1. Standard Return Window
We mandate a minimum 7-day return window from the date of delivery for most items. Some vendors may offer extended return windows (e.g., 14 or 30 days), which will be clearly indicated on the product page.
To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.
2. Vendor-Specific Policies
Because items are sold by independent merchants, certain return rules depend on the vendor. Always review the "Vendor Policy" tab on the product details page before making a purchase. In cases of conflict, the vendor's stated policy supersedes the standard platform policy, provided it does not violate consumer protection laws.
3. Non-Returnable Items
The following items are generally exempt from returns across all vendors unless they arrive defective or damaged:
- Perishable goods (e.g., food, flowers).
- Customized or personalized products.
- Digital downloads and software licenses.
- Intimate or sanitary goods, hazardous materials, or flammable liquids.
4. Damaged or Defective Goods
If you receive an item that is defective or damaged during shipping, you are fully covered under the Orobigo Buyer Protection Program. Please contact the vendor within 48 hours of delivery with photographic evidence. If the vendor fails to resolve the issue within 3 business days, you may escalate the claim to platform support.
5. The Refund Process
Once your return is received and inspected by the vendor, we will send you an email notification. If approved:
- The refund will be processed automatically to your original method of payment.
- Funds typically appear in your account within 3-7 business days, depending on your bank or credit card issuer.
- Shipping costs are generally non-refundable unless the return is due to vendor error (e.g., wrong item shipped).
6. Dispute Resolution
If you cannot reach an agreement with a vendor regarding a return or refund, you can open a dispute through your Orobigo Dashboard. Our arbitration team will review the communications, shipping details, and policies to make a final, binding decision.
7. Contact Support
For help initiating a return or escalating a dispute, please visit your Orders Page or contact us at support@orobigo.com.