Refund policy


Last updated: April 19, 2026

By placing an order with ORBIQO (a brand owned and operated by WISEKRAFT), you acknowledge that you have read, understood, and agreed to be bound by this Return & Refund Policy. This policy forms a binding part of the contract of sale between you ("the Customer") and ORBIQO.

1. Product Types & Fulfilment Model

We operate a global production and fulfilment network offering two product types:

  • Made-to-Order Products: Items produced specifically after an order is placed
  • Ready-to-Ship Products: Items pre-produced and shipped from stock

Due to global fulfilment:

  • Orders may arrive in multiple shipments
  • Packaging and branding may vary
  • Minor variations in colour, print, fabric, or finish may occur
  • Size tolerance of ±1–2 cm may apply

These are normal production variations and do not constitute defects.

2. Statutory Consumer Rights

Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s country of residence (including UK and Australian consumer protections).

Where statutory cancellation or cooling-off rights apply:

  • Items must be unused and in original condition
  • Customers may be required to pay return shipping
  • International returns may be required

3. Return Eligibility

3.1 Eligible Returns

Returns may be accepted for:

  • Items delivered damaged, defective, or incorrect
  • Standard items returned due to size issues or change of mind, subject to this policy

3.2 Not Eligible for Change-of-Mind Returns

The following are not eligible for change-of-mind returns:

  • Personalized products featuring custom text, names, or uploaded images
  • Hygiene-sensitive products (including intimate wear, swimwear, underwear, gymwear etc)
  • Sale or discounted items
  • Gift cards

These items remain eligible for replacement or refund if faulty, damaged, or incorrect.

4. Return Conditions & Timeframes

To be eligible for a return:

  • Items must be unused, unworn, unwashed
  • All original tags and packaging must be intact
  • Return request must be submitted within 14 days of delivery
  • Once approved, items must be shipped within 7 days

We reserve the right to reject or partially refund items returned in unsuitable condition.

5. Defective, Damaged or Incorrect Items

Customers must report issues within 48 hours of delivery and provide photo/video evidence.

Where validated, we will provide one of the following at our discretion:

  • Replacement product
  • Refund to the original payment method

We reserve the right to determine the most appropriate resolution based on the nature of the defect.

6. Change-of-Mind Returns

For returns related to sizing issues or a change of mind:

  • Customer Responsibility: The Customer is responsible for all return shipping costs, including any import duties, customs fees, or taxes incurred when the package enters India.

  • Self-Managed Logistics: The Customer is solely responsible for arranging the return logistics. This includes selecting the courier, booking the shipment, and ensuring all customs declarations are completed accurately.

  • Designated Hub: Returns must be shipped to our central return hub in India. The exact address will be provided upon return approval.

  • Mandatory Tracking: Use of a trackable shipping method is mandatory. ORBIQO is not responsible for items lost, damaged, or delayed during return transit.

  • Non-Refundable Costs: Original shipping fees, customs duties, and taxes paid at the time of purchase are non-refundable.

  • Refund Method: * Upon successful receipt and inspection of the returned item, a refund will be issued to the original payment method.

    • If the item is returned in a condition that violates Section 4, we reserve the right to issue a partial refund or store credit instead.

  • Exchanges: We do not offer direct exchanges. Customers wishing to change an item are encouraged to return the original item for a refund and place a new order.

7. International Returns

Due to the global nature of our operations:

  • We do not operate return centres in every country
  • Customers may be required to ship returns internationally (except in cases where a faulty, damaged, or incorrect item was delivered).
  • We do not provide prepaid return labels for international returns
  • Return shipping costs may exceed product value

By placing an order, customers acknowledge and accept these conditions.

8. Return Authorisation Requirement

All returns require prior approval through our customer account portal.

Returns sent without approval:

  • May be refused
  • May not be eligible for refund

We are not responsible for returns sent to incorrect addresses.

9. Delivery Failures & Address Errors

No refund or replacement will be provided for:

  • Refused deliveries (including refusal to pay customs duties/taxes)
  • Unclaimed shipments
  • Failed delivery due to incorrect address provided at checkout

Reshipping may be offered at the customer’s expense.

10. Shipping, Delivery & Risk

Delivery times are estimates and not guaranteed.

Carrier tracking may be used as proof of delivery.

If tracking shows delivered but the package is not received:

  • We may assist with carrier claims
  • Refunds or replacements are not guaranteed

11. Customs Duties & Import Taxes

Orders may ship under DDP or DDU terms depending on destination.

Where applicable:

  • Duties and taxes are displayed before purchase
  • These charges are the customer’s responsibility unless stated otherwise
  • Refused shipments may result in deductions from refunds

12. Refund Processing

Approved refunds (to original payment method) or store credit are issued within 5-10 business days after:

  • Inspection of returned items (less any applicable customs duties, import taxes, or processing fees incurred by ORBIQO during the return import process), or
  • Resolution approval where a return is not required

13. Order Changes & Cancellations

Orders are processed quickly and cannot be guaranteed to be modified or cancelled once placed.

We reserve the right to cancel orders suspected of fraud or risk.

14. Chargebacks & Abuse Prevention

Customers agree to contact us before initiating payment disputes.

We may provide:

  • Tracking data
  • Order records
  • This policy

as evidence during dispute resolution.

We reserve the right to deny claims where misuse, abuse, or fraud is suspected.

15. Limitation of Liability

To the maximum extent permitted by law:

  • We are not liable for indirect or consequential damages
  • Total liability is limited to the purchase price of the product

16. Force Majeure

We are not responsible for delays caused by events beyond our control, including:

  • Natural disasters
  • Customs delays
  • Carrier disruptions
  • Government actions
  • Supply chain disruptions

17. Governing Law & Jurisdiction

This policy is governed by the laws of India.

Disputes shall be subject to the jurisdiction of the courts of Bengaluru, Karnataka, to the extent permitted by applicable law.

Consumers retain rights under local laws where such rights cannot be excluded.

18. Policy Updates

We may update this policy at any time.
Changes apply to orders placed after publication.

19. Contact

care@orbiqo.com