Refund policy

At ORPHUS, we take pride in creating high-quality products that are made to order with great attention to detail. We want you to be completely satisfied with your purchase. However, due to the nature of our made-to-order items, we can only offer refunds in the case of damage or faults with the product.

If you receive a damaged or faulty item, please contact us within 7 days of receiving your order by emailing us at info@orphus.co.uk. We kindly ask that you provide us with detailed information about the issue and any relevant photos, if possible. This will help us assess the situation and assist you promptly.

Once we receive your email and approve your refund application, we will provide you with further instructions. You will be responsible for shipping the item back to us within the specified time frame, as discussed in our communication. Please ensure the item is securely packaged to prevent any additional damage during transit.

Once we receive the returned item, our team will conduct a thorough quality inspection to verify the damage or fault. Only after passing the quality inspection will your refund be processed. We will notify you via email once the refund has been approved and initiated.

Please note that refunds will be issued using the same payment method used for the original purchase. The processing time for refunds may vary depending on your payment provider.

If you have any questions or need further clarification, please don't hesitate to reach out to our customer support team. We're here to assist you throughout the refund process and ensure your satisfaction.