Orbe Returns Policy

Order Returns

In case you have received any delivery with damaged, faulty, missing or wrong products, the following procedure will apply:

  • Please contact us via phone or email to arrange for a replacement/refund within 5 working days after the order receipt
  • Please return the order to us along with the filled Order Returns Slip and the original order receipt within 30 days of receiving your order for a possible refund or exchange. Make sure the order is returned in the same condition as it was initially received by you. We will not exchange or refund any product which has been used or not in its original condition in which we dispatched it.
  • Please return any free item(s)/gift(s) that you received along with the original order that you have cancelled. In case you fail to do so, the worth of the free item(s)/gift(s) will be deducted from your refund.
  • Once the order is received at our end, we will inspect it before any replacement/refund is made
  • Faulty adhesives: Post the inspection, if the adhesives are deemed to be faulty, we will refund the postage cost of returning the order to us, and a refund/replacement will be made to you without any additional costs. However, in case these are not faulty, the product will be returned to you and you will have to bear the postage cost.
  • Faulty lashes: Post the inspection, if the lashes are deemed to be faulty, we will calculate the amount to be refunded based on how many lashes were returned to us including the cost of returning the order to us. However, in case these are not faulty, the product will be returned to you and you will have to bear the postage cost.
  • Faulty tweezers: Post the inspection, if the tweezers are deemed to be faulty, we will refund the postage cost of returning the order to us, and a refund/replacement will be made to you without any additional costs. However, in case these are not faulty, the product will be returned to you and you will have to bear the postage cost.
  • Please note that it takes about 2-3 weeks to test the products and receives the results
  • The refunds will be made to the original charged account within 7 days after the product testing results come in and the product is deemed to be faulty

Order Cancellation

Once you have placed your order, it is dispatched to you the next day. In case you want to cancel your order BEFORE it has been dispatched, you must do so by phone or via an email as soon as possible. If your order has NOT been dispatched, it will be considered cancelled and you will not be charged anything.

However, in case the order has already been dispatched or you wish to cancel your order even AFTER you have received it, the following procedure will apply:

  • You should notify us of your intent to cancel your order within 14 days of when you have received it
  • You must return the order 14 days after notifying us of your intent to cancel. You will be responsible for paying for the cost of returning the cancelled order to us unless the original order is deemed to be faulty
  • You must provide the completed returns form along with your cancelled order
  • The goods returned must be unused, unopened, and in the same condition as they were originally delivered to you. We will not accept for refund order that has been used or is not in the same condition as it was initially dispatched in, even if the order was sent in error. Moreover, in such cases, you will be expected to pay for the delivery to have the order sent back to us
  • You must also return any free item(s)/gift(s) that you received along with the original order that you have cancelled. In case you fail to do so, the worth of the free item(s)/gift(s) will be deducted from your refund.
  • You will receive your refund including original shipping cost (standard shipping cost even in case of extra premium delivery charges) within 14 days in the same original charged account after we have received your cancelled order

Notification for non-receipt of order

  • You must notify us in case you haven’t received your order within 30 days after you have placed it
  • If you do not receive your order and it is returned to us, your payment will be refunded minus any shipping charges already paid and any costs incurred in returning the package to us
  • In case, your order continuously fails to deliver to you and is returned to us due to no fault of Orbe or the courier service, we will not refund for shipping, and the cost incurred to us for courier returning the order will be deducted from any refunds. If the order has to be sent out again, shipping charges will apply
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