ORBIS LUXURY

Return & Exchange Policy

At Orbis Luxury, customer satisfaction is important to us. We strive to deliver premium quality carpets, rugs, and home textile products crafted with precision and care. Please read our Return & Exchange Policy carefully before placing an order.

Eligibility for Returns & Exchanges

Returns or exchanges may only be considered in cases where the customer receives:

A damaged product
An incorrect product
A defective item verified by our quality team

To request a return or exchange, customers must contact Orbis Luxury within 48 hours of delivery along with clear images, videos, and order details.

Non-Returnable Products

The following products are not eligible for return or exchange:

Customized or made-to-order products
Products purchased during sale or promotional offers
Products with minor color, texture, or size variations
Products damaged after delivery due to misuse or improper handling

Handcrafted Product Variations

Many Orbis Luxury products are handcrafted and may feature slight irregularities in texture, stitching, alignment, shade, or detailing. These characteristics are natural to artisanal craftsmanship and shall not be considered defects.

Need Unboxing Video

To maintain complete transparency and ensure a fair resolution process, customers are strongly advised to record a proper unboxing video while opening the package at the time of delivery.

The video must clearly capture the sealed outer packaging, shipping label, package condition, and the complete unboxing process without any cuts, pauses, edits, or interruptions.

This unboxing video serves as important verification evidence in case of claims related to damaged products, missing items, wrong products, packaging issues, or manufacturing defects.

Any request for return, exchange, replacement, or refund related to physical damage, incorrect items, or missing contents may only be considered if a valid and clear unboxing video is provided within 48 hours of delivery.

Orbis Luxury reserves the right to reject claims where an unboxing video is unavailable, incomplete, edited, unclear, or does not properly show the condition of the package and product at the time of opening.

Return Approval Process

All return and exchange requests are subject to inspection and approval by Orbis Luxury. Customer-submitted photos or videos may be reviewed for reference; however, the final decision will rest solely with Orbis Luxury based on internal quality standards.

Refund Process

Once a return request is approved and the product is received and inspected, eligible refunds will be processed to the original payment method within 7–10 business days.

Exchange Process

Approved exchanges will be processed based on product availability. If the requested replacement product is unavailable, Orbis Luxury may provide store credit or an alternative solution at its discretion.