ORDER CANCELLATION, RETURNS AND REFUNDS POLICY
ORDER CANCELLATION, RETURNS AND REFUNDS POLICY
Last updated: 5 August 2026
This policy applies to orders placed through homeorbaal.com.
1. ORDER CANCELLATIONS AND CHANGES
We process and prepare orders quickly. For this reason, we cannot guarantee that an order can be changed or cancelled after it has been placed.
To request a cancellation or modification, please contact our customer service team as soon as possible at:
To help us process your request quickly, please use the following email subject:
“Cancel My Order”
Please include the following information in the body of your email:
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your full name;
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your order number;
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the email address used to place the order; and
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the change or cancellation requested.
We will make reasonable efforts to change or cancel your order if it has not yet been processed by our warehouse.
However, once an order has been processed or dispatched, we may no longer be able to change or cancel it.
If your order has already been dispatched, you may still be able to return it in accordance with the terms below.
2. YOUR LEGAL RIGHT TO CANCEL
Customers purchasing online normally have the right to cancel their order without giving a reason.
You must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the order.
Where an order is delivered in several separate parcels, the cancellation period begins on the day after you receive the final parcel.
To exercise your right to cancel, contact us at:
Your cancellation request must clearly state that you wish to cancel the contract.
After notifying us of your decision, you must return the products without undue delay and no later than 14 days after the date on which you informed us of the cancellation.
3. OUR 30-DAY RETURN POLICY
In addition to your legal cancellation rights, Home Orbaal offers a voluntary return period of 30 days from the date your order is delivered.
To request a return, you must contact us before the 30-day period expires.
Products returned under our voluntary 30-day policy must be:
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unused;
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complete;
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in a clean and resalable condition;
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returned with all parts or accessories supplied;
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returned with their original packaging where reasonably possible; and
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accompanied by proof of purchase.
Your legal rights concerning faulty, damaged, incorrect or misdescribed products are not limited by this voluntary return policy.
A return request made after the 30-day period may be refused unless the product is faulty, damaged, incorrect, misdescribed or another statutory right applies.
4. CONDITION OF RETURNED PRODUCTS
During the statutory cancellation period, you may inspect and handle a product only to the extent reasonably necessary to determine its nature, characteristics and functioning, in the same way that you would reasonably inspect it in a physical shop.
Cleaning cloths and other products should not be used for cleaning surfaces if you intend to return them because you have changed your mind.
Using a product for normal cleaning purposes goes beyond what is reasonably necessary to inspect it.
Where a product has been used, damaged, stained, washed or handled beyond what is reasonably necessary, we may reduce the refund to reflect any loss in value, where permitted by law.
Opening the packaging does not automatically remove your cancellation rights.
The absence of the original packaging does not automatically remove your statutory rights, although you should return the product safely and securely packaged.
5. PRODUCTS THAT CANNOT BE RETURNED
Certain products may be excluded from change-of-mind returns where an exclusion is permitted by applicable law.
This may include:
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products made to your specifications;
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clearly personalised products;
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products that deteriorate or expire rapidly; and
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sealed products that are genuinely unsuitable for return for health-protection or hygiene reasons once their seal has been broken.
An exclusion will only apply where the product and circumstances meet the relevant legal requirements.
Your rights relating to faulty, damaged, incorrect or misdescribed products remain unaffected.
6. SALE AND PROMOTIONAL ITEMS
Products purchased during a sale, with a promotional code or as part of a special offer may be returned under the same statutory rules as full-price products.
A discount or promotion does not remove your legal right to cancel an eligible online order or your rights regarding faulty products.
Where a promotion includes several products, free gifts or a bundle offer, all products forming part of the promotion may need to be returned for a full refund.
If you keep part of a promotional bundle, we may recalculate the price of the products retained according to the terms of the promotion.
7. HOW TO REQUEST A RETURN
Before returning any product, contact:
Please provide:
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your full name;
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your order number;
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the email address used for the order;
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the product or products you wish to return;
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the reason for the return; and
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photographs or videos where the product is faulty, damaged or incorrect.
We will provide you with the appropriate return instructions and the address of the warehouse authorised to receive your return.
Do not return a product to the address displayed on the original parcel without first contacting us.
The address shown on the parcel may belong to a delivery or logistics provider that is not authorised to process customer returns.
Returns sent without following the provided instructions may be delayed.
8. RETURN SHIPPING COSTS
Change-of-mind returns
Where you return a product because you have changed your mind, you are normally responsible for the direct cost of returning it.
The return shipping cost must be paid directly by you and should not be deducted from the parcel or left unpaid.
Faulty, damaged, incorrect or misdescribed products
Where a product is faulty, damaged, incorrect or materially different from its description and the issue is our responsibility, Home Orbaal will cover reasonable return costs or provide another appropriate return solution.
You must contact us before returning the product so that we can provide the correct instructions.
9. RESPONSIBILITY FOR RETURNED PARCELS
Returned products remain your responsibility until they are received by us or by the authorised returns warehouse.
You should:
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package the products securely;
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use a tracked delivery service;
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keep your proof of postage;
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retain your tracking information; and
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consider delivery insurance for higher-value returns.
For a return worth more than £50, we strongly recommend using a tracked and insured delivery service.
We cannot guarantee receipt of a returned parcel where no tracking information or proof of postage is available.
This does not affect your rights where a return method or carrier was arranged directly by Home Orbaal.
10. INSPECTION OF RETURNS
Once your return has been received, we will inspect the product.
We will normally email you to confirm:
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that the returned product has been received;
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whether the return has been approved;
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whether further information is required; and
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whether any lawful reduction will be made because of damage or excessive handling.
A refund may be refused under our voluntary 30-day policy where a non-faulty product has been used, materially damaged or returned in a condition that prevents resale.
This does not permit us to refuse or restrict any statutory remedy to which you are legally entitled.
11. REFUNDS
Where your statutory cancellation is valid, we will refund:
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the price paid for the returned products; and
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the cost of the least expensive standard delivery method offered when you placed the order.
If you selected a more expensive or express delivery option, we are not required to refund the additional amount above the standard delivery cost.
For a voluntary return made after the statutory cancellation period, the original delivery charges are not normally refunded unless:
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the product was faulty;
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the product was damaged;
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the wrong product was sent;
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the product was materially misdescribed; or
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applicable law requires a refund.
Refunds will be issued to the original payment method unless you expressly agree to another method.
We may withhold the refund until:
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we receive the returned products; or
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you provide satisfactory evidence that the products have been returned,
whichever occurs first.
We will normally process a statutory refund within 14 days after receiving the returned products or valid evidence that they were sent back.
We do not charge a refund-processing fee.
12. LATE OR MISSING REFUNDS
After we process a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
If you have not received your refund:
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check your bank or payment account again;
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check that you are reviewing the original payment method;
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contact your card issuer or payment provider;
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contact your bank; and
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allow for the provider’s normal processing period.
Bank processing may sometimes take approximately 7 to 14 working days, although this period is controlled by the bank or payment provider and may vary.
If we have confirmed that the refund was issued and you still cannot locate it, contact:
Please include your full name and order number.
13. EXCHANGES
We may offer a replacement where a product is:
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faulty;
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damaged on arrival;
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incorrect; or
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materially different from its description.
To request a replacement, contact:
Please include your order number and clear photographs or videos showing the issue where reasonably possible.
Depending on the circumstances and your statutory rights, you may be entitled to:
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a replacement;
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a repair where appropriate;
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a refund;
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a price reduction; or
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another legal remedy.
If a replacement product is unavailable, we may offer a refund instead.
14. DAMAGED PARCELS
If your parcel arrives visibly damaged, please take photographs of:
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the external packaging;
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the delivery label;
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the inside of the parcel; and
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the affected products.
Contact us as soon as reasonably possible at:
Please keep the product and packaging until we have reviewed your request, as they may be required for an investigation with the delivery provider.
15. INCORRECT OR MISSING PRODUCTS
If you receive the wrong product or an item is missing from your order, contact us promptly at:
Please provide:
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your order number;
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a description of the issue;
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a photograph of the products received;
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a photograph of the parcel; and
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a photograph of the delivery label.
We will investigate and provide an appropriate solution.
16. PROOF OF PURCHASE
We may ask you to provide reasonable proof that the product was purchased from Home Orbaal.
Proof of purchase may include:
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an order confirmation;
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an order number;
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a payment record;
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the email address used for the purchase; or
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another document linking the product to your order.
A traditional paper receipt is not necessarily required where the purchase can be verified by another reasonable method.
17. CONTACT DETAILS
For cancellations, returns, refunds, exchanges or questions about this policy, contact:
Home Orbaal – LASCAMPIA LLC
1209 Mountain Rd Pl NE Ste N
Albuquerque, NM 87110
United States
Email: contact@homeorbaal.com
Website: homeorbaal.com