Returns, Refunds & Exchanges

1. Overview

We want you to love your Orbit Trends purchase. This policy explains our change-of-mind returns and your legal rights if something is faulty, misdescribed, unsafe or otherwise fails consumer guarantees.

Nothing in this policy excludes, restricts or modifies rights you may have under the Australian Consumer Law or other applicable consumer laws.

2. Australian Consumer Law rights

For Australian customers, goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of whether an item was purchased on sale or marked final sale.

3. Change-of-mind returns

Subject to this policy, we accept change-of-mind return requests within 14 days after delivery.

To be eligible, items must be:

• unworn, unused, unwashed and unaltered;
• in original condition;
• with all tags, labels, authenticity/security tags and packaging attached or included;
• accompanied by proof of purchase;
• returned only after we approve the return request.

4. Non-returnable change-of-mind items

For hygiene, security or commercial reasons, the following are not eligible for change-of-mind returns unless faulty or required by law:

• earrings, pierced jewellery, intimate apparel, swimwear without hygiene seals, hosiery;
• cosmetics, fragrances or beauty products if opened;
• personalised, altered, made-to-order or special-order items;
• gift cards;
• items marked “final sale” only to the extent permitted by law;
• items missing tags, security seals or original packaging.

5. Sale items

Sale items may be excluded from change-of-mind returns where clearly stated before purchase. This does not affect your legal rights for faulty, misdescribed or non-compliant goods.

6. Exchanges and store credit

Where available, we may offer exchanges, size swaps or store credit for eligible change-of-mind returns. Availability depends on stock and location.

If a refund is legally required, we will provide a refund rather than store credit.

7. Faulty, damaged or incorrect items

Inspect your order as soon as it arrives. If an item is damaged, faulty, incorrect or materially different from its description, contact us promptly at support@orbittrends.com with:

• order number;
• description of the issue;
• photos/video of the item, packaging and shipping label;
• whether you prefer refund, replacement, repair or exchange where available.

We will assess the issue and provide a remedy required by law.

8. Authenticity concerns

If you have an authenticity concern, contact us immediately. We may request photos, documentation and return of the item for inspection. If we determine an item sold by us is not authentic, we will refund you or provide another remedy required by law.

9. Return shipping

• For approved faulty, damaged, incorrect or legally required returns: we will cover reasonable return shipping.
• For change-of-mind returns: you are responsible for return shipping unless we state otherwise.
• You are responsible for securely packaging returned items and using tracked shipping where required.

10. International returns, duties and taxes

International customers are responsible for any return-shipping costs, customs declarations, duties, taxes or import charges unless the return is due to our error or a legal guarantee failure.

Original shipping, duties and taxes may not be refundable unless required by law.

11. EU/UK cooling-off rights

If you are a consumer in the EU, UK or another jurisdiction with mandatory cooling-off rights, you may have a legal right to cancel eligible online purchases within the applicable cooling-off period. Any mandatory rights apply in addition to this policy. Certain exclusions may apply, including personalised goods and sealed hygiene goods once opened.

12. Refund timing

Approved refunds are processed to the original payment method where possible. Processing may take up to 10 business days after we receive and inspect the return, plus additional bank/payment-provider processing time.

13. Return abuse

We may refuse returns or suspend accounts where we reasonably suspect fraud, wardrobing, excessive return abuse, tampering, switched goods, removed security tags, or resale activity, subject to applicable law.

14. How to start a return

Email support@orbittrends.com with your order number and reason for return. Do not send items back before receiving return instructions.

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