Refund policy

At Orbion Prime, customer satisfaction is our priority. We are committed to providing high-quality home décor products and a fair resolution if something goes wrong with your order. Please read our Return & Refund Policy carefully before making a purchase.

Our Commitment

We carefully inspect every order before it is shipped. However, due to the nature of international shipping, occasional issues such as damaged items, incorrect products, or delivery delays may occur. If you experience any of these issues, please contact our support team, and we will work to resolve the matter as quickly as possible. This policy is modeled on common dropshipping fulfillment practices, including those used by our fulfillment partners.

Damaged or Defective Items

If your order arrives damaged or defective, please notify us within 30 days of delivery. To help us process your request, please provide clear photographs or a short video showing the issue, along with your order number. Once the issue has been verified, we will offer a replacement, a partial refund, or a full refund depending on the extent of the damage. Minor cosmetic imperfections caused by shipping, such as slight wrinkles in packaging or small surface marks that do not affect the product's functionality, may not qualify for a refund.

Incorrect or Missing Items

If you receive the wrong product or discover that an item or essential component is missing from your order, please contact us within 30 days of delivery. We may request photos of the received item to verify the issue. After confirmation, we will send the correct item, replace missing parts where applicable, or issue a refund if a replacement is unavailable.

Orders Lost or Delayed in Transit

Most orders arrive within the estimated delivery timeframe shown at checkout. If your package experiences an unusual delay or appears to be lost during transit, please contact us. We will investigate the shipment with the carrier and, where appropriate, provide a replacement or refund if the package is officially confirmed as lost according to our shipping partner's policies. Delivery delays caused by customs inspections, severe weather, transportation disruptions, or other circumstances beyond our control may require additional investigation before a resolution can be provided.

Items Marked as Delivered

If the tracking information shows that your order has been delivered but you cannot locate it, please first check with family members, neighbors, your building management, or your local delivery carrier. If the package still cannot be located, contact us and we will assist in opening an investigation with the shipping provider. Depending on the carrier's findings, we will determine the appropriate resolution.

Order Cancellations

Orders may be canceled free of charge if they have not yet entered processing or shipment. Once an order has been processed or dispatched, it can no longer be canceled because fulfillment has already begun. If you need to cancel an order, please contact us as soon as possible after placing it.

Returns

Because many of our products are shipped directly from our fulfillment partners, we generally do not require customers to return products for refunds or replacements. International returns are often expensive and may result in loss or damage during transit. If a return is necessary, we will provide you with return instructions and the appropriate return address before you send any item. Returns sent without prior authorization may not be accepted.

Non-Returnable and Non-Refundable Situations

Refunds or replacements may not be available in the following situations:

  • The customer ordered the wrong product, size, color, or variation.
  • The shipping address provided at checkout was incorrect or incomplete.
  • The package could not be delivered because it was refused or left unclaimed by the recipient.
  • Normal wear and tear, misuse, improper installation, or accidental damage after delivery.
  • Minor differences in color or appearance due to lighting, screen settings, or manufacturing variations.
  • Delays caused by customs clearance, natural disasters, strikes, war, severe weather, or other events beyond our control.

Refund Processing

Once your refund has been approved, it will be processed to your original payment method. Depending on your payment provider or financial institution, it may take 5–10 business days for the refunded amount to appear in your account.

Contact Us

If you have any questions regarding your order, return request, or refund, our customer support team is here to help.

Orbion Prime
Email: orbionprime@gmail.com