Support Centre

Every return starts with an RMA number. Email support@oriellux.co.uk with your order number, or use the contact form — it reaches the same team. A parcel sent without an RMA number cannot be accepted.

The steps below are section 4 of our Return & Refund Policy. Where the two differ, that policy governs. Whether a return qualifies for a refund is covered by the same policy and by our 90-Day Performance Promise.

4.1 Initiating a Return

To initiate a return, the customer must first contact our support team at support@oriellux.co.uk to obtain a Return Merchandise Authorization (RMA) number. Returns sent without a valid RMA number will not be accepted, and Oriellux bears no responsibility for unauthorized returns, including any costs incurred in shipping them.

4.2 Return Shipping

The customer is solely responsible for all return shipping costs, including postage, carrier fees, tracking, insurance, and any customs duties or import taxes that may apply. Oriellux strongly recommends using a tracked and insured shipping method, as we cannot be held responsible for returns that are lost, damaged, or delayed in transit. Untracked returns that do not arrive at our facility will not qualify for a refund.

4.3 Return Address

The return address is sent to you by email together with your RMA number.

4.4 Condition of Returned Products

Returned products must include all original components, accessories, packaging, and documentation. Products that are returned in a condition that suggests misuse, abuse, unauthorized modification, or damage caused by the customer (beyond normal usage wear) may be subject to a partial refund or refund denial at our sole discretion.

Customers in the UK keep their statutory rights, including the 14-day right to cancel and rights for faulty or misdescribed goods.