Damage And defects
What to do if something arrives damaged, the 48-hour reporting window, and how OrbiLimited will put it right.
If something arrives damaged
We work hard to ensure every order arrives in perfect condition. However, with deliveries, carriers, and larger items, damage can occasionally occur.
The first 48 hours after delivery are the most important period for reporting any damage. Please follow the steps below.
At the door
If the packaging is visibly damaged when your order arrives:
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Sign for the delivery as "Damaged" and ask the driver to record the damage on their delivery paperwork.
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Do not sign as "unchecked" if you can inspect the packaging condition.
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Take photographs of the outside packaging before opening the parcel.
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Carefully unpack your item and take clear photographs of any damage.
Within 48 hours
Please contact OrbiLimited within 48 hours of delivery with:
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Your order number.
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Photos showing the packaging and the damage.
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A short description of the issue.
Email: support@orbilimited.co.uk
Phone: +44 7508 261422
We will respond within one working day with the next steps.
Most damage claims are resolved through one of the following solutions:
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Replacement of damaged parts.
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Replacement of the affected item.
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Partial refund or credit where appropriate.
If we need to make a claim with the delivery provider, we will inform you of any information we require.
Hidden or latent defects
If a problem appears after delivery — such as a faulty mechanism, loose fitting, material failure, or other manufacturing issue — this may be considered a warranty or product defect issue rather than delivery damage.
Please refer to our warranty policy for information on how to report and resolve these issues.
What we do
| Type of issue | Typical resolution |
|---|---|
| Minor cosmetic damage (small marks, scratches, or scuffs) | Partial credit, repair solution, or replacement part |
| Functional damage (broken component, damaged fitting, faulty mechanism) | Replacement of the affected component |
| Major damage affecting the use or appearance of the product | Full replacement of the item |
| Damage caused after delivery due to misuse | Repair quotation may be provided |
Who pays return carriage?
If an item arrives damaged or is confirmed to be defective, OrbiLimited will cover the return or collection costs.
We will arrange collection where required. Please keep the original packaging whenever possible until the issue has been resolved.
Your statutory rights
Nothing in this process affects your statutory rights under the Consumer Rights Act 2015.
You may have additional rights and remedies depending on the circumstances of your purchase.
Contact OrbiLimited
For any damage or defect enquiries, please contact our customer support team:
OrbiLimited
Registered Address: 86 Edge Lane Drive, Liverpool, L13 4AE, England, United Kingdom
Email: support@orbilimited.co.uk
Phone: +44 7508 261422
Website: https://orbilimited.co.uk/
Last updated: 2026-05-25 · OrbiLimited
