SECTION 4 - RETURNS & REFUNDS

Terms and Conditions for all Returns, Change of mind, and Exchange of products requests:

All products must be returned unused and in a resalable condition, packed in original packaging, including any accessories, manuals, and documentation that shipped with the product. To help prep for a Return and to ensure that everything's in order, please send us images of the product(s) and the packaging when requested.

Unfortunately, we are unable to issue a refund and accept returns for personalised items (with monogramming) as they will not be deemed as resalable.

Product returns and refund requests purchased through individual retailers are at the discretion of the individual retailer where the product was purchased.

FOR EU/UK CUSTOMERS: Any customs fees are the responsibility of the sender.

Returns

All of our products go through strict quality assurance checks but sometimes, things might fall through the cracks. Rest assured, our products are covered with a two-year warranty.

If you have any issues with our products, just send us an image/video of the product with a detailed explanation of the issue to hello@orbitkey.com and we will do our best to help you out as soon as we can. Please include your order ID/proof of purchase and the product batch code* in your email too.

We will organise a Return Merchandise Authorisation (RMA) number for any return requests. Please note that items shipped without an RMA may not be accepted.

Change of mind

If you change your mind about your purchase, you have up to 30 days of the original purchase to do so.

For change-of-mind returns, the customer is responsible for the return postage cost. Currently, we're offering prepaid return shipping labels to customers in Australia and the US + Canada only, at a flat rate of AU$7.50 and US$9.90 respectively. Please note that the return postage cost will be deducted from your refund.

Refund requests will be processed after we have received the returned item(s), which can take between 10-30 days. Any returns will be for the cost of the product, we do not refund any shipping fees.

Items pre-ordered or back-ordered may be returned within 30 days from the date you receive them.

Exchange of products

If you made an error with an online purchase and would like to exchange your item, you have 30 days of the original purchase to do so.

Unfortunately, we are unable to edit and update an existing order once it has been confirmed. In saying that, do contact our support team right away and we will help you out the best we can!

For exchange requests, the customer is responsible for the return postage cost. For convenience, we're currently offering prepaid return shipping labels to customers in Australia and the US + Canada only, at a flat rate of AU$7.50 and US$9.90 respectively. Please note that the return postage cost will be deducted from your refund.

Once we've received your returned item(s) in our warehouse, we'll process the refund right away so you can make another purchase anytime.

Items pre-ordered or back-ordered may be returned within 30 days from the date you receive them.

*Here's how to locate the batch code on the Desk Mat and Nest:

1. Desk Mat