Refund policy

The Orb Store – Refund & Returns Policy (Australia)

Last updated: 1 January 2026

At The Orb Store, we want you to be happy with your purchase. This Refund & Returns Policy explains your rights under the Australian Consumer Law (ACL) and how we handle returns, refunds, and exchanges.

Note: Nothing in this policy limits your ACL rights, which may provide you with remedies beyond what is described here.

1. Consumer Guarantees

Under the ACL, all goods and services we supply come with consumer guarantees, including that they are:

Of acceptable quality
Fit for the purpose you asked
Match their description, sample, or demonstration

If a product fails a consumer guarantee, you may be entitled to:

Repair of the product
Replacement of the product
Refund for the product

We will not limit your ACL rights through this policy.

2. Returns and Refunds for Faulty Goods

If your purchase is faulty, damaged, or not as described, contact us at support@theorbstore.au within a reasonable time.
We may request evidence, such as photos, to assess the issue.
Shipping costs for returning faulty goods will be reimbursed.
Remedies may include repair, replacement, or refund, depending on the nature of the fault.

3. Change of Mind or Non-Faulty Returns

We are not required under ACL to provide refunds for change-of-mind purchases.
If we choose to accept a return for change of mind:
- Products must be unused, in original condition, and returned with packaging
- Shipping costs may not be refunded
- A restocking fee may apply at our discretion

Check the product description for any specific return conditions.

4. Shipping and Handling

You are responsible for returning items unless they are faulty.
Risk of loss passes to you upon delivery of the product.
For faulty items, we cover return shipping to ensure compliance with ACL.
Delivery times may vary; we are not responsible for carrier delays.

5. Exchanges

Exchanges for faulty products are handled at no additional cost.
Exchanges for change-of-mind purchases may be subject to stock availability and fees.
Contact support@theorbstore.au to request an exchange.

6. Digital Products and Downloads

Non-faulty digital goods (e.g., downloadable products) are not refundable once accessed or downloaded.
Faulty digital products may be replaced or repaired at our discretion.

7. How to Request a Refund or Exchange

Email support@theorbstore.au with:
- Your order number
- Product details
- Reason for the request
Our support team will review your request and guide you on the next steps.
Refunds are processed using the original payment method.
Refunds are generally processed within 10 business days of approval.