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Customer Care

Customer Care

At Orbit Equipment Ltd, we’re all about making your shopping experience as pleasant as it should be. We know that shopping online for safety gear should be as easy and stress-free as possible. So, we’ve put together this Customer Care Policy to explain how we handle orders, returns, exchanges, and all that good stuff. 

If you ever need help, just reach out!

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1. Our Commitment to You

We’re here to make sure you get the right equipment for your needs, delivered quickly and in perfect condition. We aim to provide top-notch customer service, and if anything goes wrong, we’ll work hard to sort it out.

 

2. Order Processing

Once you place an order, we’ll start processing it right away. We strive to ship out all orders within 1-2 business days, but during busy times, it might take a little longer. If there’s any delay, we’ll keep you updated so you’re never left in the dark. You will notice some of the products on the website say “shipped in 3-5 days” these products are in stock with our suppliers so we will get them in ASAP and get them shipped out to you as fast as we can.

 

3. Shipping & Delivery

  • Free Shipping: We offer free shipping on orders over £100 to mainland UK

  • Shipping Times: We use DPD next day delivery to ensure your products arrive in a timely manner.

  • Tracking: Once your order is shipped, we’ll send you tracking details so you can keep an eye on your delivery.

If there are any issues with delivery, like delays or lost packages, let us know ASAP, and we’ll help get it sorted.

 

4. Returns & Exchanges

We want you to be happy with your purchase. If for any reason you’re not satisfied, here’s how we handle returns and exchanges:

  • Return Period: You can return items within 30 days of receiving your order.

  • Condition: Items must be in unused, re-sellable condition (unopened packaging, undamaged, etc.). PPE products like face masks or gloves that have been opened cannot be returned due to health and safety reasons.

  • How to Return: Simply contact us, and we’ll guide you through the return process. We’ll send you the return address and any needed instructions.

  • Refunds/Exchanges: Once we receive your return, we’ll process your refund or exchange within 5 business days. Please note: Refunds will be issued to the original payment method. 

  • Shipping fees are non refundable unless the item is defective.

 

5. Damaged or Defective Items

If your order arrives damaged or defective, don’t worry – we’ve got your back! Contact us within 2 days of receiving your order, and we’ll arrange for a replacement or full refund, depending on your preference. Please send us pictures of the damaged item, so we can speed up the process.

6. Customer Support

Got a question or issue? Our friendly customer care team is ready to help! You can reach us by:

We aim to respond within 24 hours, but during busy periods, it might take a little longer. Rest assured, we’ll get back to you as quickly as we can.

 

7. Privacy & Security

Your privacy is super important to us. We’ll never share your personal details with anyone without your consent. When shopping on our site, rest assured that all your information is kept safe and secure with the latest encryption technology. Our full Privacy Policy is below.

 

8. Feedback

We love hearing from our customers! If you’ve got any feedback (good or bad) about our products or services, drop us a message. We’re always looking to improve and make your experience even better.

Thank You for Choosing Orbit Equipment Ltd!

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Your safety and satisfaction are our top priorities. If you ever need assistance or have any concerns, don’t hesitate to reach out. We’re here to help!

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