Exchange, Return & Refund Policy

Exchange, Return & Refund Policy – ORBI

To request an exchange, return, or refund, the customer must contact us exclusively via email at

support@orbidevice.com within 7 (seven) calendar days from the date of product delivery, in accordance with applicable laws.

The request must include:

  • Order number
  • Product
  • Reason for the request

After receiving the request, ORBI will provide further instructions within 48 (forty-eight) business hours via email.

General Conditions for Exchange, Return, or Refund

For the request to be accepted, the product must:

  • Show no signs of use
  • Be accompanied by all original packaging
  • Be properly packed to prevent damage during transportation
  • Not show any damage, modification, or misuse caused by the customer

Products that do not meet these conditions will not be accepted and will be returned to the customer under the original purchase conditions.

Shipping – Exchange, Return, and Refund

ORBI will cover shipping costs for both sending and return only on the first request for exchange, return, or refund, provided all conditions of this policy are met.

From the second request related to the same order, shipping costs will be the responsibility of the customer.

The customer must ship the product according to the instructions provided by ORBI.
Home pickup services are not available.

Defective Product

Exchanges will be carried out exclusively in cases of manufacturing defects, subject to prior analysis.

  • The analysis may be conducted through photos and/or videos, at ORBI’s discretion
  • If necessary, the product may be requested for technical inspection

After receiving the product, ORBI will conduct a technical analysis within 3 (three) business days.

If no manufacturing defect is found, the product will be returned to the customer without the right to exchange or refund, maintaining the original purchase conditions.

Order Cancellation

Order cancellation or requests to correct customer data, including the shipping address, must be made within 24 (twenty-four) hours after payment confirmation, exclusively via the email provided in this policy.

Orders placed with ORBI begin processing after the 24-hour period following payment confirmation, which is reserved for possible customer changes or cancellation requests.

After processing has started:

  • Changes to the shipping address will not be possible
  • Cancellation due to address-related issues will not be allowed

In such cases, the standard policies for delivery, exchange, return, and refund will apply.

Refund Processing

All refunds will be accompanied by a confirmation receipt sent to the customer.

  • Credit card payments: Refunds will be processed through the card issuer, and the timeline may take up to 30 (thirty) days, depending on the provider’s policy

General Provisions

  • Tracking information may take up to 10 (ten) days to update due to internal processing, system integrations, and carrier operational timelines. This does not constitute a service failure.
  • Orders containing multiple items may be shipped separately depending on stock availability, logistics, or product origin, at no additional cost to the customer.

Final Terms

By placing an order with ORBI, the customer acknowledges that they have read, understood, and fully agreed to the terms and conditions outlined in this policy, as well as all other policies provided by ORBI.