I want to exchange my order. What now?
If there is any issue with the purchased product, please contact us within the first 72 hours after receipt, as verified by the tracking code. Orbit Brands does not pick up products for exchanges. This process takes place via postal service or carrier under the conditions described below:
Due to a store error
If the shipped product is defective or there was an error in the shipping process, you have the right to return it. We will perform an exchange or issue a refund, depending on stock availability and your preferences.
In the case of a refund, this process will be carried out after the order reaches our store so that your case can be analyzed. Once an error in the order or a product defect is confirmed, your refund will be duly processed.
Due to customer preference
If it is necessary to exchange a product due to size or any other reason that is not a store error, the shipping costs for the new product are the responsibility of the customer (both ways). The new product will be shipped after we receive your return. In this case, the exchange will only be made if the product received is in perfect condition and unused.
You may request a return within 7 (seven) calendar days after receiving your order, but please be aware of our return policies:
- All items from the return request must be sent by the customer;
- The product must be returned in its original packaging;
- The product must not show signs of use;
- The product must have all tags intact;
- The product must be sent together with the invoice, manuals, and accessories.
If the rules are not followed, the items from the return request will be sent back to the customer.
Do you have any more questions about returns and exchanges? Please contact us via email at shop@orbitbrands.co.