Returns & Refund Policy

We want you to be happy with your order. This policy explains your rights under UK consumer law and how to return an item. Nothing here affects your statutory rights.

Cancelling before dispatch

• You can cancel free of charge at any time while your order status is "Processing", from your order history or confirmation email.
• Once the status changes to "Dispatched", the returns process below applies instead.

Changed your mind (14-day right to cancel)

Under the Consumer Contracts Regulations 2013, because you bought online you have 14 days from the day you receive your order to change your mind and cancel, for any reason. You then have a further 14 days to send the item back.

• Tell us within 14 days of delivery (start a request below, or email us).
• The item must be unused, complete, and in its original packaging.
• You pay the return postage for change-of-mind returns. You arrange and pay for delivery back to our returns address — we recommend a tracked service, as the item is your responsibility until it reaches us.
• We refund the product price plus the original standard delivery charge (we don't refund any upgraded delivery you chose, or your return postage).
• We may reduce your refund to reflect any loss in value if the item has been handled more than necessary to check it.

Faulty, damaged, wrong or not-as-described items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, as described, and fit for purpose. If something is wrong:

• Within 30 days of delivery you can reject the item for a full refund.
• Between 30 days and 6 months we'll repair or replace it; if that isn't possible, you're entitled to a refund.
• We pay all return postage for faulty, damaged, wrong or not-as-described items.
• Please include clear photos or a video of the issue when you start your request — it helps us resolve it quickly.

How to start a return

Use our returns portal— enter your order number and email, choose the item(s) and reason, and upload any photos or video. You can also email us at returns@orbo-market.com quoting your order number. We'll review your request and reply with the next steps within 2 working days. Please wait for our confirmation before sending anything back.

Returns address

Orbo Market — Returns
Flat 75, Knightthorpe Court, Burns Road
Loughborough, Leicestershire, LE11 4NP
United Kingdom

Refunds

Once we receive and inspect your return (or you provide proof of postage for a change-of-mind cancellation), we'll refund your original payment method within 14 days. You'll get an email confirmation when the refund is issued. Refunds typically take a few working days to appear, depending on your bank.

Exceptions

The 14-day change-of-mind right does not apply to certain items, including:

• Personalised or custom-made items.
• Sealed health, hygiene, or audio/video items once unsealed.
• Perishable goods.

Your rights for faulty goods always apply, even to the items listed above.

Contact

Orbo Market is operated as a sole trader. For any question about a return, email orbomarket@gmail.com or use our Contact page.