Refund policy

We offer a 30-day return period. You must submit your return request within 30 calendar days after your order is delivered.

Return conditions

To qualify for a return:

  • The item must not have been worn or used beyond what is reasonably necessary to inspect it.
  • The item must not have stains, smells, damage, signs of washing, alterations, or other signs of use.
  • Clear photos of the item, original tags, and packaging must be included with your return request.
  • All original tags and original packaging must be included with the returned item.
  • Proof of purchase or your order number must be provided.

Items showing signs of use beyond normal inspection may receive a reduced refund to reflect any loss in value. Missing or damaged original tags or packaging may also affect the refund amount. This does not limit your statutory consumer rights.

Requesting a return

Submit your request through your customer account or email us at hello@orbelatails.com.

Do not send a product back without receiving return instructions from us. We will provide the correct return address after reviewing your request.

After notifying us, you must return the item within 14 calendar days.

Return shipping

For change-of-mind returns, the customer is responsible for arranging and paying for tracked return shipping.

We recommend keeping your shipping receipt and tracking information until your refund has been completed. Orbela Tails is not responsible for returns that are lost during return delivery.

If you receive an item that is faulty, damaged, or different from what you ordered, contact us with clear photos. Where your claim is accepted, Orbela Tails will cover the reasonable return cost or provide another appropriate solution.

Refunds

We will inspect the returned item after it arrives.

Approved refunds will be issued to the original payment method. We do not charge a restocking fee.

Where required, the refund will include the standard delivery charge paid for the original order. Extra charges for upgraded or express delivery are not refundable.

Once a returned item has been received and approved, we will process the refund within 10 calendar days. Please allow your bank or payment provider additional time to process the refund after it has been issued.

Cancellations

You may request cancellation before your order is fulfilled.

A cancellation request is not automatically approved. If fulfilment has already started or the order has been fulfilled, cancellation may no longer be possible, and you will need to use the return process after delivery.

Exchanges

We do not currently offer direct exchanges. You may return an eligible item and place a new order separately.

Withdrawal form

To exercise your right to withdraw, send the following information to hello@orbelatails.com:

  • Name
  • Order number
  • Product ordered
  • Date ordered
  • Date received
  • Statement: “I am notifying you that I wish to withdraw from my purchase.”
  • Date of request

Contact

For return, refund, or cancellation questions, please contact:

Orbela Tails
Email: hello@orbelatails.com