Return & Refund
RETURNS AND REFUND POLICY
Effective Date: August 11, 2026
Thank you for shopping at Orgen Site. We want you to be satisfied with your purchase. Please read this policy before requesting an order cancellation, return, replacement, or refund.
1. ORDER CANCELLATIONS AND CHANGES
If you need to cancel or change an order, please contact us as soon as possible at service@infinfx.com.
We will try to accommodate your request if the order has not entered processing, production, packing, or shipment. However, we cannot guarantee that an order can be changed or cancelled after it has been submitted.
Once an order has been dispatched, it can no longer be cancelled. You may request an eligible return after delivery in accordance with this policy.
If we successfully cancel a paid order, the applicable amount will be refunded to the original payment method.
2. RETURN PERIOD
You may request an eligible return within 30 days after the order is delivered.
To start a return, contact:
service@infinfx.com
Please provide:
Your order number;
The email address used to place the order;
The item you wish to return;
The reason for the return; and
Clear photographs or videos if the item is damaged, defective, incorrect, or incomplete.
Do not send an item back before receiving return authorization and instructions from our customer service team. Unauthorized returns may not be accepted.
3. RETURN ELIGIBILITY
To qualify for a return, the item must generally:
Be unused and in the same condition in which it was received;
Include its original packaging, accessories, labels, and tags;
Show no damage, alteration, contamination, or excessive handling by the customer; and
Be accompanied by proof of purchase, such as an order number or receipt.
We may request photographs or other information to confirm the condition and eligibility of the item before authorizing the return.
4. DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ITEMS
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, incorrectly supplied, or incomplete, contact us within 7 days after delivery. Please include your order number and clear photographs or videos showing the issue.
After reviewing and verifying the claim, we may provide an appropriate solution, such as:
A replacement;
A replacement part;
A partial refund; or
A full refund.
For a verified problem caused by us, the supplier, or the delivery process, Orgen Site will bear the applicable replacement or reasonable return shipping costs. We will tell you whether the item must be returned.
Normal variations in color, dimensions, texture, finish, or appearance that result from screen settings, photography, handmade details, materials, or manufacturing tolerances are not necessarily defects.
5. NON-RETURNABLE ITEMS
The following items may not be eligible for a change-of-mind return:
Customized, personalized, made-to-order, or specially configured products;
Gift cards;
Items marked as final sale before purchase, where permitted by applicable law;
Items that have been used, installed, altered, washed, damaged, or improperly handled by the customer;
Items missing original packaging, accessories, labels, or components; and
Items that cannot be returned for health, hygiene, safety, or legal reasons after opening or use.
A customized or personalized item may still qualify for a remedy if it arrives damaged, defective, incorrectly produced, or materially different from the confirmed order.
Nothing in this policy limits mandatory consumer rights that cannot legally be excluded.
6. RETURN SHIPPING COSTS
For an eligible return caused by a change of mind, an incorrect customer selection, or another reason not caused by Orgen Site, the customer is responsible for the return shipping costs.
For a verified damaged, defective, incorrect, or incomplete item, Orgen Site will bear the applicable replacement or reasonable return shipping costs.
Original shipping charges are generally non-refundable for change-of-mind returns. Where an order problem is caused by us, any refund of original shipping charges will be handled as required by applicable law and the circumstances of the claim.
Customers should use a trackable shipping method and retain the shipping receipt. We are not responsible for an unauthorized return or a return shipment lost before it reaches the designated return location.
7. RETURN ADDRESS
Contact service@infinfx.com before returning any item. We will provide the applicable return instructions and return address after approving the request.
The return location may differ depending on the product, supplier, or fulfillment location.
Do not return products to our Hong Kong registered office unless our customer service team expressly instructs you to do so. The registered office listed below is not the standard product return address.
8. REFUNDS
After an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method. We cannot normally send a refund to a different account or payment method.
After we issue the refund, your bank, card issuer, or payment provider may require approximately 10–14 business days to post the funds to your account. Actual processing times depend on the payment provider.
If you have not received an approved refund after the expected processing period:
Check your bank or card statement again;
Contact your bank, card issuer, or payment provider; and
Email service@infinfx.com with your order number if further assistance is required.
9. EXCHANGES
If you would like a different eligible item, contact us before returning the original item.
Depending on availability and the circumstances, we may arrange a replacement or ask you to return the original item and place a new order.
Customers are responsible for applicable return and reshipping costs when an exchange results from a change of mind or an incorrect customer selection.
10. CONTACT INFORMATION
For return, replacement, or refund questions, contact:
Brand:
Orgen Site
Website:
https://www.orgensite.com
Customer Service Email:
service@infinfx.com
Business Contact Telephone:
+852 2368 8511
Website Operator and Legal Business Name:
ORGEN TECHNOLOGY GROUP LIMITED
Registered Office:
Room 704, 7/F., Tower A,
New Mandarin Plaza,
14 Science Museum Road,
TST East, Kowloon, Hong Kong