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I've received a faulty item, what should I do?

If you believe an item to be faulty you may be entitled to a replacement or full refund providing that:

  • You contact Orb within 7 days of receiving your order

  • If requested, an image is sent of the fault or the item is returned to Orb (initially at your cost) within 30 days of receiving your request to return the faulty item.

  • Return postage costs will be reimbursed to the equivalent Royal Mail 2nd class charges, however orders over £100 we would also recommend a tracked service.

If Orb can confirm that there was a fault present when they originally despatched the item you will be entitled to whichever they see fit - either a replacement or full refund, including postage charges via your original payment method.


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