Need to Return Something?
We want you to love your Orbsoul gear. If something isn’t quite right, returns are free within 30 days and every return comes with a prepaid shipping label. Submit your request below, and we’ll handle the rest.
Return & Exchange Policy
We want you to love your Orbsoul gear. If it isn’t right for you, returns are free within 30 days of delivery.
Quick summary
- Window: 30 days from delivery
- Cost: Free prepaid return label (eligible regions)
- Condition: New, unused, unwashed, with tags and original packaging
- How to start: Email support@orbsoul.com with your order #
- Refund timing: 5–10 business days after we receive & inspect
How to start a return
- Email support@orbsoul.com or submit a request through our Return Form on the Returns page, including your order number and the item(s) you’d like to return.
- If approved, we’ll email a prepaid return label and instructions.
- Pack items securely in original packaging and ship within 7 days of receiving the label.
Items sent back without authorization may be refused for security and tracking reasons.
Condition requirements
To keep everyone safe and fair, returned items must be:
- Unworn/unused, unwashed, free of odors, hair, chalk, or studio residue
- With all tags, manuals, and accessories
- In original packaging (bag/box) and well protected in transit
- Safety gear note: Aerial equipment is load-bearing. Any item showing signs of installation, loading, modification, or wear can’t be restocked and may be ineligible for refund.
Damaged, defective, or wrong item
Please inspect your order on arrival and contact us within 7 days if anything is damaged, defective, or incorrect. We’ll make it right quickly—replacement or refund once verified. Photos of the packaging and item help speed things up.
Exchanges
Want a different color/size? The fastest route is to return for a refund and place a new order. (This ensures your preferred item doesn’t sell out.)
Non-returnable items
- Gift cards, final-sale items (if marked on product page)
- Customized or personalized products
- Opened hygiene-sensitive items (e.g., items that contact skin and show wear)
- Items not in original condition or missing parts due to reasons not caused by us
EU 14-day cooling-off (EU customers)
If your order ships into the European Union, you have the right to cancel within 14 days for any reason. Items must meet the Condition requirements above. Contact support@orbsoul.com to start the process.
Refunds
- Once your return arrives, please allow 5-10 business days for inspection.
- If approved, we’ll issue a refund to your original payment method within 5–10 business days (your bank/card may take additional time to post).
- You’ll receive an email confirmation as soon as the refund is issued. If it’s been more than 15 business days since your approval notice, email support@orbsoul.com and we’ll investigate.
Return labels & regions
Free prepaid labels are available for returns from Canada & United States. If you’re outside these regions, contact us and we’ll confirm options.
Lost return shipments
All prepaid labels are tracked. If a return is lost in transit using our label, we’ll handle it with the carrier. Returns shipped on labels not issued by Orbsoul are the sender’s responsibility until received.
Abuse prevention
We reserve the right to refuse returns that show signs of wear, misuse, or excessive/serial returns inconsistent with our policy.
Need help?
Our team is here for you: support@orbsoul.com
