Refund Policy

Last updated: 06/04/2026

At Orbix, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, you may request a return or refund within 30 days of receiving your order.

1. 30-Day Guarantee

We offer a 30-day return guarantee, which means you have 30 days from the date your order is delivered to request a return or refund.

To be eligible for a return, the item must be unused, in its original condition, and in its original packaging.

2. Non-returnable items

We do not accept returns for:

  • items that have been used, damaged, or not in their original condition;
  • items returned without prior approval;
  • gift cards, if applicable;
  • personalized or custom-made items, if applicable.

3. Return process

To request a return, please contact us at orbix@use.startmail.com with your order number and the reason for your return.

If your return is approved, we will provide instructions on how and where to send your item.

Please do not send your item back without contacting us first.

4. Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.

5. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or you receive the wrong item, please contact us within a reasonable time after delivery and include photos if possible. We will review the issue and offer a replacement, refund, or other appropriate solution.

Under UK consumer law, goods should be of satisfactory quality, fit for purpose, and as described. If they are faulty, consumers may have a right to repair, replacement, or refund depending on the circumstances.

6. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please note that it may take several business days for your bank or payment provider to process the refund.

7. Order cancellations

If you need to cancel or change your order, please contact us as soon as possible. We cannot guarantee changes or cancellations once the order has been processed or shipped.

For many online purchases made in the UK, consumers also have cancellation rights under distance selling rules, subject to exceptions.