Refund policy

Last updated: 12 August 2026

OVERVIEW

We want you to be satisfied with your purchase from OrbitBay. This policy explains how to return an unwanted, faulty, damaged or incorrect product and how refunds are handled.

OrbitBay is an independent UK technology retailer and a trading name of Cave Direct Technology Ltd, registered in England and Wales under company number 14899593.

In addition to your statutory consumer rights, we offer consumers a voluntary 30-day return period for eligible products. This means that you may request a return within 30 days after receiving your order.

Nothing in this policy limits, excludes or removes any rights you may have under UK consumer law.

Please read this policy alongside our Terms of Service and Shipping Policy.

SECTION 1 — STARTING A RETURN

To request a return, please contact us within the applicable return period:

Email: hello@orbitbay.co.uk
Telephone: 07835 234273

Please include:

Your full name.
Your OrbitBay order number.
The product you wish to return.
The reason for the return.
Photographs or video where the product is damaged, faulty or incorrect.
The product serial number, where applicable.

We will provide return instructions and confirm the correct return address.

For a statutory cancellation, your right to cancel does not depend on OrbitBay approving the cancellation, provided you exercise that right within the applicable legal period and any relevant statutory requirements are met.

Please contact us before sending a product back so that we can provide the correct return address and instructions.

Products sent to an incorrect address or without sufficient order information may take longer to process.

The appropriate return address may differ depending on whether the product was dispatched from OrbitBay-controlled stock, a distributor, supplier or another fulfilment location used by OrbitBay.

Nothing in this section affects your statutory rights.

SECTION 2 — 30-DAY CHANGE-OF-MIND RETURNS

Consumers may request a change-of-mind return within 30 days after receiving the product.

To qualify under our voluntary 30-day return policy, the product should be:

In the same condition in which it was received.
Unused, other than reasonable inspection.
Complete with all accessories, cables, manuals and other included items.
Free from damage, marks or alteration caused after delivery.
Returned with its original packaging where reasonably possible.
Free from passwords, personal accounts, activation locks and personal data.
Accompanied by proof of purchase.

Original packaging is not an absolute requirement where its absence does not affect your statutory rights. However, missing or damaged packaging may affect the value of certain products and should be retained wherever reasonably possible.

After we provide return instructions, the product should normally be sent back promptly and, where statutory cancellation rights apply, within the applicable legal return period.

SECTION 3 — STATUTORY 14-DAY CANCELLATION RIGHT

This section applies to consumers purchasing online, by telephone or through another qualifying distance-selling method.

For most products, you have a statutory right to cancel your order without giving a reason.

You must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the product.

If an order contains multiple products delivered separately, the cancellation period will normally end 14 days after the final product is received.

After notifying us of cancellation, you must normally return the product within a further 14 days.

You may inspect a product in the same way that you reasonably could in a physical shop.

Where permitted by law, we may reduce the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics and functionality.

Our voluntary 30-day return period gives eligible consumers additional time beyond the minimum statutory cancellation period.

Your statutory rights continue to apply independently of our voluntary return policy.

SECTION 4 — RETURN POSTAGE

Change-of-mind returns

Unless we expressly agree otherwise or applicable law requires otherwise, you are responsible for the direct cost of returning a product because you have changed your mind.

We may offer to provide a prepaid return label.

Where we provide a prepaid label for a change-of-mind return and you are responsible for the return cost, the cost of the label may be deducted from your refund. We will tell you the cost before the label is issued.

You are responsible for taking reasonable care of the product while it is in your possession and while arranging its return.

We recommend using an insured and trackable delivery service appropriate for the product's value.

Faulty, damaged, incorrect or misdescribed products

Where a product is faulty, damaged on arrival, incorrect or materially different from its description and you are entitled to a remedy, OrbitBay will cover reasonable return costs where required.

We may:

Provide a prepaid return label.
Arrange collection.
Reimburse an agreed reasonable return cost.

Please do not purchase an unusually expensive return service without our prior agreement, as we may only reimburse a reasonable cost appropriate for the product and circumstances.

SECTION 5 — DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

The parcel or product arrived damaged.
The product is faulty.
Parts or accessories are missing.
You received the wrong product.
The product is materially different from its description.
The parcel appears to have been tampered with.

We may ask for reasonable evidence to help us investigate, including:

Photographs of the external packaging.
Photographs of the shipping label.
Photographs of the internal packaging.
Photographs or video showing the fault or damage.
The product serial number.
Details of any troubleshooting already completed.

Please retain the product, packaging and included accessories while we investigate.

Requesting reasonable evidence does not remove or reduce your statutory rights.

SECTION 6 — FAULTY GOODS AND YOUR LEGAL RIGHTS

Products supplied to consumers must meet the requirements of applicable UK consumer law, including being:

Of satisfactory quality.
Fit for any particular purpose made known to us where the law requires this.
As described.
Installed correctly where installation by the trader forms part of the contract.

If a product does not meet the applicable legal requirements, you may have rights to a refund, repair, replacement or price reduction depending on the circumstances and the time that has passed since delivery.

Consumers normally have a short-term right to reject qualifying faulty goods within 30 days and receive a refund.

After the initial 30-day period, you may still be entitled to a repair, replacement, price reduction or refund under applicable consumer law.

Where appropriate, we may inspect, test or assess a returned product before confirming the applicable remedy.

Normal wear and tear, accidental damage, misuse, liquid damage, unauthorised repair or modification, physical damage occurring after delivery, or damage caused by incompatible equipment will not normally be treated as an inherent product fault.

Nothing in this policy limits your statutory rights.

SECTION 7 — CONDITION OF RETURNED PRODUCTS

Before returning a product, please:

Remove personal files and confidential information.
Sign out of all user accounts.
Remove Apple Activation Lock, Google Factory Reset Protection or equivalent account locks.
Remove device-management profiles where you are authorised to do so.
Remove SIM cards and memory cards that were not supplied with the product.
Remove passwords, PINs and biometric security.
Include all supplied accessories, chargers, cables and components.
Package the product securely to help prevent damage in transit.

OrbitBay is not responsible for personal data or customer-owned accessories left on or inside a returned product, except to the extent that responsibility cannot legally be excluded.

Where a returned product contains personal data, we may erase that data where reasonably necessary as part of inspection, repair, replacement, refurbishment or processing of the return.

Failure to remove an activation lock, password or account restriction may delay the return and may prevent us from inspecting, repairing, resetting or reselling the product.

SECTION 8 — DIMINISHED VALUE AND INCOMPLETE RETURNS

For change-of-mind returns, and only where permitted by law, we may reduce the refund where the product's value has been reduced by:

Handling beyond what was reasonably necessary to inspect it.
Cosmetic or physical damage occurring after delivery.
Missing accessories, cables, manuals or components.
Missing or materially damaged packaging where this genuinely affects the product's value.
Installation, modification or registration that cannot reasonably be reversed.
Activation locks, passwords or account restrictions.
Use that goes beyond reasonable inspection.

Any deduction will reflect the actual reduction in value and will not be applied arbitrarily.

This section does not allow us to make a deduction because of a fault, damage or issue that existed when the product was supplied.

Nothing in this section affects deductions or restrictions that are prohibited by law.

SECTION 9 — NON-RETURNABLE PRODUCTS AND EXCEPTIONS

The statutory right to cancel may not apply to certain products or services where an exemption is permitted by law.

Examples may include:

Products made to your specification or clearly personalised.
Sealed software, audio or video products after the seal has been broken where the relevant statutory exemption applies.
Sealed products that are not suitable for return for health or hygiene reasons after being unsealed, where the statutory exemption applies.
Digital content where supply has begun after you expressly agreed to immediate supply and acknowledged the loss of your cancellation right.
Services that have been fully performed after you expressly requested that performance begin and acknowledged the relevant consequences.

These exceptions do not remove your rights where a product is faulty, damaged, incorrect or misdescribed.

Please contact us before purchasing if you are uncertain whether a particular cancellation exception may apply.

SECTION 10 — SALE, CLEARANCE AND DISCOUNTED PRODUCTS

Sale, clearance and discounted products may be returned in accordance with this policy unless a lawful and clearly disclosed exception applies.

A reduced price does not remove your statutory rights where a product is faulty, damaged, incorrect or misdescribed.

Where a product was discounted because of a specific fault, defect or cosmetic issue that was clearly disclosed before purchase, you cannot normally rely on that disclosed issue alone as grounds for claiming that the product was not as described.

Any other applicable statutory rights remain unaffected.

SECTION 11 — GIFT CARDS AND STORE CREDIT

Any gift cards or store credit offered by OrbitBay are subject to the specific terms disclosed when they are supplied and to applicable law.

Use or expiry of store credit does not affect any statutory rights that cannot legally be excluded.

Where a gift card, store credit or digital product has been supplied incorrectly or is defective, any applicable statutory rights continue to apply.

SECTION 12 — EXCHANGES

We do not guarantee direct exchanges.

The quickest way to obtain a different product will often be to return the original product in accordance with this policy and place a separate order for the replacement.

Where a product is faulty or incorrect, we may offer a replacement where this is an appropriate legal remedy and stock is available.

Any replacement is subject to availability.

SECTION 13 — REFUNDS

We will notify you after receiving and, where appropriate, inspecting your return.

Where a refund is due, it will normally be made to the original payment method unless you expressly agree otherwise.

We will not charge a fee solely for issuing a refund that is legally due.

For qualifying statutory cancellation returns, we may withhold the refund until:

We receive the returned product; or
You provide evidence that the product has been sent back,

whichever occurs first.

Once the applicable refund deadline begins, the refund will be made without undue delay and within the period required by law, normally within 14 days.

For an agreed refund relating to faulty goods, we will issue the refund without undue delay and within the period required by applicable law.

Your bank, card issuer or payment provider may take additional time to show the refund in your account after we have processed it.

If more than 14 days have passed since we confirmed that your refund was processed and you have not received it, please contact us at hello@orbitbay.co.uk.

SECTION 14 — DELIVERY COST REFUNDS

Where you exercise your statutory right to cancel an entire qualifying distance-sale consumer order, we will refund the standard outbound delivery charge you paid, where applicable and as required by law.

If you selected a more expensive premium delivery service, we are not normally required to refund the difference between that service and the least expensive standard delivery option that was offered.

Where only part of an order is returned, the original delivery charge may not be refundable where the same delivery charge would have applied to the products you kept.

OrbitBay currently offers free standard delivery for eligible UK orders, so there may be no outbound standard delivery charge to refund.

Nothing in this section affects any greater refund entitlement that applies because products were faulty, damaged, incorrect or misdescribed.

SECTION 15 — REFUSED AND UNCOLLECTED DELIVERIES

Refusing a parcel or failing to collect it does not always provide us with enough information to identify the reason for the return or whether you are exercising a statutory cancellation right.

Please contact us clearly if you wish to cancel or return an order.

Where a parcel is returned because the delivery address supplied was incorrect, delivery was refused without explanation, or the parcel was not collected, we may recover or deduct reasonable additional costs only where permitted by law.

Nothing in this section prevents you from exercising a statutory cancellation or other consumer right.

SECTION 16 — BUSINESS CUSTOMERS

This section applies where products are purchased wholly or mainly for business, trade, craft or professional purposes rather than as a consumer.

Business customers do not normally benefit from the statutory consumer change-of-mind cancellation rights described in Section 3.

A discretionary business change-of-mind return must be agreed by OrbitBay in writing before the product is sent back.

Unless the product is faulty, incorrect or otherwise agreed, we may:

Refuse a discretionary business change-of-mind return.
Require the business customer to pay return costs.
Apply a reasonable restocking or administration charge where this is agreed before accepting the return.
Refuse a discretionary return of products that are used, incomplete, damaged or no longer reasonably resaleable.

Nothing in this section limits contractual, statutory or other rights or remedies that cannot legally be excluded.

SECTION 17 — WARRANTIES AND GUARANTEES

Some products may include an OrbitBay Guarantee.

Where expressly stated on the relevant product page or accompanying documentation, a product may also benefit from a manufacturer or supplier warranty.

We do not represent that every product includes a manufacturer warranty.

The warranty or guarantee applying to a particular product will depend on the product, condition and information shown at the time of purchase.

Any commercial warranty or guarantee is separate from your statutory consumer rights and does not replace, restrict or reduce those rights.

Please see our Warranty and Guarantee Policy for further information.

SECTION 18 — CONTACT US

OrbitBay
A trading name of Cave Direct Technology Ltd

Email: hello@orbitbay.co.uk
Telephone: 07835 234273

Please include your order number when contacting us about an existing order.

Registered office:

StorageMart - Unit 1618
Vulcan Road North
Norwich
NR6 6AQ
United Kingdom

Company registration number: 14899593
Registered in England and Wales
VAT registration number: GB 462 3341 12

Please contact us before returning a product so that we can provide the correct return address and return instructions.