Dispute resolution
ADR services, chargeback options, and court routes available if we are unable to resolve a dispute directly with you.
Alternative dispute resolution (ADR) and chargeback
If our internal complaints process has not resolved your concern, there are external options available. We want customers to understand the different routes they may be able to use.
Your ADR options
| Route | When to use it | How |
|---|---|---|
| Citizens Advice | For free, impartial consumer guidance before deciding your next step | Visit Citizens Advice or contact their consumer service |
| Trading Standards | If you believe consumer protection laws may have been breached | Contact your local Trading Standards service |
| Furniture & Home Improvement Ombudsman (FHIO) | For independent review of furniture-related disputes where applicable | Visit the FHIO website — participation may depend on business membership or voluntary agreement |
| Online dispute resolution | For eligible cross-border online purchases | Available through relevant online dispute resolution services |
| Small claims court | For eligible financial claims where other solutions have failed | Available through the appropriate court process |
Chargebacks and payment disputes
If you paid by card and we have been unable to resolve an issue, you may be able to request a chargeback through your bank or card provider.
Chargeback is a process started by your card issuer to investigate and potentially reverse a payment.
Debit cards
If you paid by debit card, your bank may be able to assist through the relevant card scheme rules.
Credit cards
For eligible credit card purchases, Section 75 of the Consumer Credit Act 1974 may provide additional protection where the purchase meets the required criteria.
Please contact your card provider for details about eligibility, time limits, and the process.
Before you escalate
We encourage customers to give us the opportunity to resolve concerns directly first.
Our complaints process allows us to investigate the issue, review the details, and work towards a fair solution as quickly as possible.
Our commitment
If you choose to use an external dispute resolution service or another formal route, OrbiLimited will cooperate fully by:
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Providing relevant information and records.
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Responding honestly and promptly.
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Respecting any decisions or outcomes that apply.
Contact OrbiLimited
If you would like to discuss a dispute before taking further action, please contact us:
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: 2026-05-26 · OrbiLimited
