Registry Legal
Return & Refund Policy
Effective Aug 15, 2026
This policy explains your options for cancelling, returning, or getting a refund on an ExplOrbit order. It works alongside our Terms & Legal Notice, which governs the purchase as a whole.
1. Before your order ships
Contact us as soon as possible if you want to cancel or change a territory, recipient name, or delivery address. We can cancel or amend any order that has not yet shipped, for a full refund to your original payment method. Once production or shipping has started we may not be able to change the order, but we will always tell you before that point is reached.
2. Why personalised orders are final sale
Every certificate is produced to order: it carries the name you submitted and is tied to a specific registry entry and territory reserved in your name at checkout. Because of that, personalised orders cannot be returned for a change of mind once they have shipped, and the reserved territory cannot be resold to another customer. This is the same limitation described in section 5 of our Terms.
3. Damaged, defective, or incorrect items
If your certificate or package arrives damaged, defective, or with the wrong personalisation due to an error on our side, we will make it right at no cost to you: a free replacement, or a full refund, your choice. Contact us within 30 days of delivery with your order reference and photos of the damage or defect. We will not ask you to ship a personalised item back before we resolve this.
4. Lost or non-arriving orders
You can follow your parcel's journey in real time from your order status page. If tracking has not moved for an extended period, or shows delivered but you never received it, contact us with your order reference. We will investigate with the carrier and, where the parcel is confirmed lost, send a free replacement or issue a full refund.
5. How refunds are issued
Approved refunds are returned to your original payment method through Stripe. We never collect or store your card details ourselves. Refunds are typically processed within 5 business days of approval; your bank or card issuer may take a few additional days to show the funds.
6. What happens to your territory
If an order is cancelled or fully refunded, the territory reserved for it is released back into the public registry and becomes available to other buyers. If a replacement is issued instead of a refund, your original territory and registry entry stay recorded in your name.
7. How to start a return or refund
Send us your order reference (found on your confirmation email and your order status page) through the Contact page, along with a short description of the issue and photos if the item arrived damaged. We aim to respond within one business day.
8. Statutory rights
Nothing in this policy limits any right you have under the consumer protection law of your country or state that cannot be waived by agreement. Where local law grants broader return or refund rights than described here, those rights apply.
9. Changes to this policy
We may update this policy from time to time; the effective date above reflects the most recent version. The policy in effect at the time you place an order applies to that order.
