Refund policy

Refund & Return Policy

Last updated: 08-02-2026

Scope
This policy applies to consumer purchases made on orbitwax.com and operates in addition to your statutory consumer rights under EU law.

Right of Withdrawal (EU consumers)
You have the right to withdraw from your purchase within 14 days of delivery, without stating a reason.To exercise this right, notify us first via info@orbitwax.com including your order number, and return the item within 14 days after notification.

Refunds are issued only after the returned item has been received and inspected.
Return shipping costs are always borne by the customer.
Any non-refundable payment processing fees charged to us by third-party providers may be deducted from your refund where legally permitted.

Condition of Returned Items & Deductions
Returned items must be clean, securely packed, and in the same condition as received, including all original accessories, sleeves, inserts, and packaging.
We reserve the right to deduct an amount reflecting diminished value if the item shows signs of use or handling beyond what is necessary to establish its nature, characteristics, and functioning.
In accordance with EU law, the right of withdrawal does not apply to sealed audio recordings once the seal has been broken.

Non-returnable Items
Gift cards or download codes.
Items explicitly marked as “as-is” or “final sale” at the time of purchase.
Opened or unsealed vinyl records.

Returns Procedure
Request return authorisation via info@orbitwax.com and include your order number. Return items using a tracked and insured shipping method and share the tracking information with us. Risk during return shipping lies entirely with the sender. We are not responsible for lost or damaged return shipments.

Refunds
Once the return is received and approved, we refund the item price.
For full-order withdrawals, we refund only the cheapest outbound shipping option offered at checkout, as required by EU law.
Refunds are issued to the original payment method.
Posting times depend on your payment provider and bank.

Exchanges
If you'd like to replace a copy within your order, contact us through email before your order has been dispatched. 

Damaged or Not as Described (SNAD)
Inspect your order immediately upon delivery.
If an item arrives damaged or materially not as described, notify us within 48 hours of delivery and provide clear photos of the outer packaging, inner packaging, shipping label, and the item itself.
We grade records according to Discogs grading standards.
Normal wear consistent with the stated grade does not constitute a defect.

Undeliverable / Return to Sender
If a parcel is returned due to an incorrect address, non-collection, or refusal of delivery, we may issue a refund minus actual outbound shipping costs and any return shipping, storage, or clearance fees incurred.

International Orders & Customs
For shipments outside the EU, including the United Kingdom, import VAT, duties, and clearance fees are the responsibility of the recipient.
We do not refund shipping costs for parcels refused or returned due to unpaid customs charges or missing information.

Proof of Delivery & Disputes
All orders are shipped with tracking, and where applicable, insured shipment.
Delivery confirmation provided by the carrier constitutes proof of delivery.
In the event of a payment dispute, chargeback, or Buy Now Pay Later claim, Orbit Wax will provide tracking, delivery confirmation, and communication logs to the payment provider. Claims raised without prior contact or outside the timelines stated in this policy may be rejected.

Contact
info@orbitwax.com