Refund and Return Policy
Order Processing & Delivery:
1. For Trade Customers: Orion Trade Supplies Ltd aims to deliver orders the next day. Some items may take 3-5 days for delivery.
2. For Pay As You Go Customers: Orders are processed and dispatched within 24 hours of cleared payment, excluding weekends and bank holidays. Orders placed before 12 pm are dispatched the same day. Delivery is estimated as next working day or 3-5 days for certain items. Shipping is limited to the United Kingdom.
Next Working Day Delivery: We commit to delivering your order by 4 pm the next working day through our van or APC Overnight, subject to standard delivery area and cleared payment.
3-5 Working Day Delivery: Delivery is targeted within 3 to 5 working days via Evri, again subject to our standard delivery area and payment clearance.
Cut-off Times & Working Days:
- Orders must be placed before 12 pm for processing under respective delivery timelines.
- Working days are Monday to Friday, excluding bank and national holidays.
Additional Delivery Information:
- Bulk items are delivered within London, while smaller items are available for nationwide delivery.
- In case of stock or delivery area issues, we'll contact you within 24 hours to propose alternatives or arrange a full refund.
- Standard delivery hours are between 8 am and 5 pm, Monday to Friday.
Shortages & Discrepancies: Any shortages or discrepancies must be reported within 7 days. Late claims will not be accepted.
30-Day Refund Guarantee: We accept returns within 30 days of purchase, offering a full refund under the following conditions:
- Items must be unused, and in mint, resalable condition.
- Notification of return in writing is required before sending back the goods.
- The buyer is responsible for return shipping costs, or such costs will be deducted from the refund.
- An original order number or invoice is required with every return.
Restocking Fee & Additional Charges: A restocking fee up to 20% of the original selling price for items not in resalable condition.
- Additional delivery charges apply for items collected from your site, reflecting actual costs.
Refund Processing: Refunds issued to the original payment method within 14 days of receiving returned goods.
- Email notification sent once the refund is processed.
Damaged or Faulty Items: For items damaged upon delivery or found faulty after initial use, contact us immediately with details and supporting photographs.
Exchange Option: Products can be exchanged instead of a refund, subject to stock availability and customer service assessment.
Non-Refundable Items: Special order products and clearance items are not eligible for cancellation, exchange, or refund.
In-Store Returns: Returns accepted at Orion Trade Supplies Ltd's designated branch during opening hours.
White Goods Policy: Physical damages to white goods are covered for up to 30 days. We encourage registering the appliance for the manufacturer’s warranty, usually covering parts and labour for 1 year.
Unauthorized Returns: Any returns without authorization or the required paperwork will be refused and sent back at the customer's expense.
Note: Orion Trade Supplies Ltd is committed to ensuring a transparent and customer-friendly refund and return process. We may update this policy as necessary to reflect changes in our operational procedures or legal obligations.