If something arrives damaged, faulty, or is not what you ordered, we will sort it out.
Report the issue
Email hello@orus.uk within 30 days of delivery with:
- Your order number
- A photo of the damaged or incorrect item
- A brief description of the issue
What happens next
We will review your report and respond within 1 business day. Depending on the situation, we will either:
- Send a replacement at no cost
- Issue a full refund (including any shipping charges)
- Arrange a free collection of the damaged item if needed
You do not need to return a damaged item before we send a replacement, unless we specifically ask.
Damaged in transit
If the outer packaging looks damaged on arrival, we recommend photographing it before opening. This helps us file a claim with the courier if needed.