Last updated: September 10, 2026
Our planned return promise
Orenlo is preparing to open and is not accepting orders yet. The following return terms are planned for purchases when the store opens. The policy displayed when you purchase will apply to that order.
30 days to request a return
You may request a return within 30 calendar days after delivery. Email hello@shopmodwell.com with your order number and the item you want to return. A reason can help us improve, but it is not required for an eligible change-of-mind return.
Condition and complete sets
We accept unused items and items reasonably tried according to the supplied care instructions and, for shoe-washing bags, the shoe manufacturer's instructions.
The Shoe Wash Bags — 2 Pack is sold as one product. For a change-of-mind return, return both bags and any included parts. Remove loose dirt or debris and make sure the bags are dry. Original packaging is helpful but is not required.
We may decline a change-of-mind return for a product that is damaged by misuse, modified, incomplete, or soiled beyond reasonable trial use. This does not remove rights relating to a defective, incorrectly supplied or misdescribed item.
How to return an item
Contact us before sending anything back. We aim to reply within two business days with instructions and the authorized return address. Do not send returns to an address printed on the shipping parcel unless we confirm it; a fulfillment facility may be unable to process returns.
Send the return within 14 calendar days after receiving instructions and keep proof of postage. Contact us if a reasonable difficulty affects this timing so we can help.
Return postage
For an eligible change-of-mind return, you pay return postage. We recommend a tracked service. We do not charge a restocking fee or deduct the cost of our original free standard shipping.
If we supplied an incorrect item or it arrived damaged or defective, we cover reasonable return postage through a prepaid label or another method agreed in advance. We may resolve the problem without requiring a return.
Damaged, defective or incorrect items
Email us as soon as you notice an issue. Include your order number and a description; photos can help if you are able to provide them.
We will arrange an appropriate replacement or refund. If just one bag in the set is affected, contact us so we can offer a suitable remedy. Your legal rights are not lost because you failed to report an issue within an unusually short period.
Refunds
We aim to inspect a returned item and notify you of the outcome within five business days after receipt. If approved, we issue the refund to the original payment method within five business days after approval. Your payment provider may take another 5–10 business days to display it. We follow any shorter deadline required by law.
An eligible return of the full two-pack refunds the product price actually paid and any refundable sales tax. We will explain any declined return and discuss arrangements for the item.
For an unshipped order canceled because of a shipment delay, the separate prompt-refund provisions in our Shipping Policy apply; a return or inspection is not required.
Cancellations and exchanges
Email us promptly if you want to cancel or change an order. We will try to stop it before dispatch, but changes may not be possible once fulfillment has begun. If it has shipped, you may use the eligible return process above.
For an exchange, contact us to confirm availability and the best next step. We do not charge you for a replacement owed because of our error or a covered defect.
Delivery problems and your rights
For a missing or undelivered parcel, please read our Shipping Policy and contact us. We will investigate and help resolve the issue.
This policy is in addition to rights that cannot be excluded under applicable law. Contact hello@shopmodwell.com with any return or refund question.