Support
Orders, delivery, returns, warranty and Orbit V2 itself — all of it runs through a single address, so you never have to work out which department you need.
What do you need?
Answers
Every answer below is the published policy, quoted — with a link to the policy it comes from, so you can read the exact wording that governs it.
We currently deliver within the United Arab Emirates. International shipping is not offered today, and additional markets may be added in the future.
Source: Shipping Policy
Standard delivery within the UAE is AED 5.
Cash on Delivery is AED 25 in total — that is the full delivery charge for a COD order, and the AED 5 standard charge is not added on top of it. Prepaid orders, card and digital wallets, use the AED 5 rate.
Delivery charges are always shown before you confirm your order.
Source: Shipping Policy
Where tracking is available for your shipment, we share it once your order has been dispatched.
Delivery timing shown at checkout is an estimate, not a guarantee, and can be affected by carrier delays, weather, public holidays or an incomplete address. If your order looks lost or significantly delayed, email support@wenex.us with your order number and we will investigate it with the carrier.
Source: Shipping Policy
Email support@wenex.us with your order number as early as you can. Orders move into processing after confirmation and payment authorization, so the sooner we hear from you, the more we can do.
Source: Shipping Policy
30 days from delivery.
Every return needs authorization first. Contact support@wenex.us with your order number before sending anything back — once the request is approved, support gives you the current return address and shipping instructions.
Source: Returns & Refunds Policy
For a change-of-mind return, the product must be:
Source: Returns & Refunds Policy
Change of mind: you do. Unless applicable law requires otherwise, original delivery fees are not refunded on change-of-mind returns.
Defective, damaged, incorrect or materially different from what you ordered: we replace it or refund it at no additional cost to you, and the change-of-mind shipping rules do not apply.
Source: Returns & Refunds Policy
Yes — you may request an exchange to another available Orbit V2 colour within 30 days of delivery, subject to the same condition requirements and to stock availability. For a voluntary colour exchange you are responsible for the applicable shipping costs.
Source: Returns & Refunds Policy
Once an approved return is received and inspected, we aim to process the refund within 2–5 business days. After it is issued, your bank or payment provider typically needs a further 5–10 business days for the funds to appear.
Refunds go back to the original payment method wherever possible. If that method cannot receive a refund, support will agree an alternative with you.
Source: Returns & Refunds Policy
Orbit V2 carries a limited warranty against manufacturing defects and failures under normal intended use for 12 months from the original purchase date. That covers defects in materials or workmanship, and failure of the product to function as intended under normal use as described in its documentation.
Source: Warranty Policy
Subject to applicable law, the warranty does not cover accidental damage, misuse or use contrary to the instructions, unauthorized modification or repair, improper handling or storage, loss or theft, cosmetic wear from normal use, or liquid damage outside the product’s verified IPX5 scope.
Source: Warranty Policy
No. The IPX5 rating applies to the earbuds and covers sweat and light rain under normal use.
It does not make the product suitable for swimming or submersion, and it does not extend to the charging case.
Source: Warranty Policy
Email support@wenex.us with your order number, a description of the issue, and photos or video where relevant. Our team assesses the claim and sends you instructions. If a covered defect is confirmed we will — at our option and subject to applicable law — repair or replace the product, or refund the purchase price.
This warranty is in addition to, and does not limit, any mandatory rights you have as a consumer under applicable UAE law.
Source: Warranty Policy
USING ORBIT V2
Anything about how the product works — pairing, the controls, the ANC and Transparency modes, live translation, or charging — write to support@wenex.us and our team will walk you through it directly.
THE FULL TEXT
The WENEX online store in the United Arab Emirates is operated by Univa Group FZC LLC, Sharjah, United Arab Emirates. See Contact for details.
Sign-in, your bag, checkout and security. The site cannot work without these, and they are never used to measure you.
Which pages are read, which are abandoned, whether a purchase completed. Aggregate only — we never push your name, email or address into analytics.
Measuring whether an advert led somewhere, and showing WENEX to people like you. Off unless you turn it on.
