Refund policy
Your 14-day right to cancel, how to start a return, who pays return carriage, and how OrbiLimited handles damaged or faulty items.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel eligible online or telephone orders up to 14 days after the day you receive your goods.
After notifying us of your cancellation, you generally have a further 14 days to return the items.
This cancellation right does not apply to certain personalised or exempt products, as explained below.
Returns at a glance
| Situation | What we do |
|---|---|
| Damaged or faulty on arrival | Refund or replacement, including return carriage where applicable |
| Changed your mind — unused, undamaged, and in original condition | Full refund minus return carriage costs |
| Bespoke, made-to-measure, or personalised products | Not returnable unless faulty (statutory rights unaffected) |
| Mattresses with hygiene seals broken | Not returnable for hygiene reasons |
| Outside the 14-day cancellation period but within warranty | Covered under our warranty policy |
How to start a return
To request a return, please contact OrbiLimited with:
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Your order number.
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The reason for the return.
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Any relevant photos or details if the item is damaged or faulty.
Contact us:
Email: support@orbilimited.co.uk
Phone: +44 7508 261422
We will respond within one working day with your return reference and available return options.
Please keep the original packaging where possible. Large items returned without suitable packaging may be at higher risk of damage during transport.
Once the goods are received back and checked to be in a resalable condition, we will process your refund within 7 working days to the original payment method.
Who pays return carriage?
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Damaged, faulty, or incorrect item received: OrbiLimited will cover the return costs.
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Changed your mind: You are responsible for return carriage costs. The cost depends on the item size, weight, and collection address. We will provide a fair quotation before arranging collection.
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Returning an item in person: Free where applicable.
Refund timing
Refunds are processed within 7 working days after we receive and inspect the returned goods.
Your bank or payment provider may require an additional 3–5 working days to show the funds in your account.
If 14 calendar days have passed since your refund was confirmed and you have not received it, please contact us with your order number.
Damaged on delivery — what to do
If your order arrives damaged:
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Sign for the delivery as "Damaged" where possible.
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Take photographs of the packaging before opening.
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Photograph any damage to the product.
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Contact us within 48 hours with your order number and images.
The photos help us investigate the issue and make any necessary carrier claims.
Please see our Damage & Defects Policy for the full process.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
You may have legal rights if goods are not of satisfactory quality, are not fit for purpose, or are not as described.
Contact OrbiLimited
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
