Refund policy

 

At ORBIQO, customer satisfaction is our priority. To ensure a smooth and transparent experience, please carefully review the terms and conditions of our Exchange, Return and Refund Policy.

1. Shipping Policy

2. Inspection upon Delivery

  • Upon receiving your order, we advise customers to immediately inspect the parcel to verify that it has not been tampered with. If tampering is detected, please refuse the delivery and notify ORBIQO immediately.
  • We recommend recording a video while unboxing the package to facilitate faster processing of any return or replacement requests.
  • Please retain all tags, packaging, and invoices in their original condition for any return or exchange.

3. Missing, Damaged, or Incorrect Items

  • Reporting Issues: If you encounter any missing, damaged, or incorrect items, please report the issue to ORBIQO within 48 hours of delivery. Claims submitted after this period will not be entertained.

  • Resolution Process: Upon receiving your report and supporting evidence, ORBIQO’s customer support team will evaluate the situation and provide an appropriate resolution.

4. Return and Exchange Eligibility

  • All items must be in their original, unworn, unwashed condition, with all tags invoices and packaging intact.
  • Returns and exchange requests are accepted only within 7 days from the delivery date.
  • Certain items, including undergarments, swimwear, and customized products, are non-returnable. Customers can refer to the product details page to check the return eligibility of specific products.
  • Exchanges are allowed only for size or color variations of the same product and are subject to stock availability.

5. Return and Exchange Process

  • Initiating a Return or Exchange:
    • You can initiate a return or exchange request through our website or customer support channels.
    • On the website: Utilise the self-service return feature, which is accessible after logging in with your email:
      https://account.orbiqo.com/orders
      Customers can add a note/comment specifying whether their request is for return or exchange.
    • Through support channel: You can also initiate a return through our support channel, please provide your order number, reason for return/exchange, any relevant evidence and we will help you out.

  • Approval of Request:
    • Once your request is approved, customer need to re-pack the item securely in its original condition with all tags, invoices and packaging.
    • Although it is generally not required, in certain edge cases (depending on the logistics provider's requirements), the customer may need to print and affix the return label to the parcel before handing it over to our courier partner. We will provide the return label to the customer via email or through our support channel.

  • Reverse Shipping (Return):
    • ORBIQO offers reverse pick-up services through our logistics partners. Please note that reverse pick-up is available only in serviceable areas of our logistics partners and will be attempted twice.
    • If our logistics partner is unable to pick up the shipment, customers are responsible for shipping the product back to our business address at their own expense.


      Return Address:
      ORBIQO,
      Wisekraft, WeWork, Salarpuria Sattva Magnificia,
      Tin Factory, 78 Old Madras Rd, next to KR Puram,
      Mahadevapura, Bengaluru, Karnataka, India, Pin: 560016

  • Inspection:
    • All returned items will undergo a quality inspection. If any items fail the inspection process, we will not process the customer's request for a refund, store credit, replacement, exchange, re-shipment, or any other resolution. Therefore, we strongly encourage customers to ensure that the product meets the eligibility criteria for return or exchange (4th point above) before submitting a request.
  • Exchange:
    • If the returned item passes the inspection process and the customer has requested an exchange, ORBIQO will process a new order for the requested item, and the exchanged product will be delivered to the customer.

  • Return, Refund and Store Credit:
    • If the returned item passes the inspection process and the customer has requested a Return/Refund, then:
      • For Prepaid Orders: Refunds for prepaid orders will be issued to the original payment method within 7-10 business days. Please note that refunds will only be processed to the original payment method; customers cannot request refunds to a separate or new payment method.
      • For Cash on Delivery (COD) Orders: For COD orders, store credit will be provided instead of a refund. Store credit, equivalent to the product price, will be added to the customer's account and will remain valid for one year. Customer can use it for future purchase on ORBIQO website. 
  • Reverse Shipping charges (in case of Return/Refund) & Double Shipping charges (in case of Exchange):
    • ORBIQO currently does not charge customers for reverse shipping on return/refund requests or double shipping on exchange requests. These costs are covered by ORBIQO for customer convenience. However, if the logistics partner is unable to pick up the product, customers will need to return the item at their own expense.
    • While this policy is currently in place, it may be adjusted in the future as our business evolves. Any changes will be made thoughtfully, ensuring a balance between the best interests of our customers and the business.

6. Support and Contact Information

  • For any questions or concerns regarding your return, exchange or refund process, you can reach us through:
  • As a growing brand, we are committed to addressing your queries promptly. While most concerns are resolved quickly, please allow up to 48 hours for a response. We appreciate your patience and understanding.

Please note that as our business evolves, adjustments may be made to our policies and support channels. Any changes will be promptly updated and communicated on our website, with careful consideration given to balancing the best interests of both our customers and the business.

By adhering to these guidelines, ORBIQO aims to ensure that your shopping experience remains hassle-free and satisfactory. Thank you for choosing ORBIQO.