Exchanges & Returns

We want every ORCUS order to be clear from purchase to aftercare. This page explains change-of-mind returns, exchanges, delivery issues and the conditional two-year manufacturing warranty.

Fourteen-day return request

You may request a return within 14 days of the date your order was delivered. To begin, email orcus.contact@gmail.com with your order number and the item you wish to return. Do not send a parcel before receiving return authorisation and instructions.

Return conditions

  • The item must be unused, unaltered and in its original condition.
  • All original accessories, pouch, packaging, protective materials, cards and tags must be included.
  • The product must be packed securely to prevent damage in transit.
  • Personalised or made-to-request items cannot be returned for change of mind, unless defective or otherwise required by applicable law.
  • Items showing use, damage, contamination, missing components or incomplete packaging may be refused or subject to a reduction reflecting the loss in value.

Return shipping and refunds

For a change-of-mind return, the customer is responsible for the authorised return delivery cost unless applicable law requires otherwise. Original delivery charges are non-refundable unless the order was incorrect, defective or damaged, or a refund is otherwise required by applicable law.

After the item is received and inspected, we will confirm whether the return is approved. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to display the funds.

Exchanges

Exchange requests must be submitted within 14 days of delivery and are subject to stock availability. Depending on the item and destination, ORCUS may arrange a direct exchange or ask you to return the original item and place a new order. Any price difference will be clearly communicated before the exchange is confirmed.

Incorrect, faulty or damaged items

If you receive an incorrect, incomplete, faulty or damaged item, contact us within 7 days of delivery. Send your order number, a detailed description, photographs and, where useful, a short video showing the issue. Keep the item and all packaging while the request is assessed.

If the issue is confirmed, ORCUS will provide an appropriate solution and cover the authorised return or replacement delivery costs. Do not return the item without written instructions.

Two-year limited warranty

ORCUS products are covered by a limited two-year warranty beginning on the original purchase date. This warranty is conditional and applies only to confirmed manufacturing or material defects that cause abnormal or premature failure during normal use.



Examples of potentially covered defects

  • A confirmed defect in stitching, seams or assembly.
  • Abnormal material failure unrelated to normal wear, accidental damage or external exposure.
  • A zipper, buckle, clasp or other hardware malfunction not caused by misuse, impact, overloading or unauthorised alteration.

What the warranty does not cover

  • Normal wear and ageing, including patina, marks, scratches, creasing, deformation, softening, colour variation or fading.
  • Damage caused by overloading, impacts, drops, repeated friction, abrasion, improper storage or use outside the product’s intended purpose.
  • Damage caused by water, humidity, heat, direct sunlight, oils, grease, solvents, corrosive substances or unsuitable cleaning products.
  • Accidental damage, loss, theft or damage caused during transport not organised or authorised by ORCUS.
  • Alterations or repairs carried out by an unauthorised third party.
  • Failure to follow product-specific care instructions.

Submitting a warranty claim

Email orcus.contact@gmail.com and provide:

  • Your order number or valid proof of purchase.
  • A clear description of the issue and how it occurred.
  • Clear photographs of the full product and the affected area.
  • A short video if the issue concerns a closure or moving component.

Every request is assessed individually. Proof of purchase is required. A warranty claim is not approved until ORCUS confirms coverage in writing.

Warranty remedy

If the claim is approved, ORCUS will propose an appropriate remedy based on the nature of the defect, product availability and applicable law. This may include repair where available, replacement with the same or an equivalent item, or another legally required remedy. ORCUS will provide return instructions and cover reasonable authorised return delivery costs when the item must be examined or returned.

After the warranty period

You may still contact us after two years. We will review the issue and tell you whether any paid repair, replacement or support option is available. Assistance outside the warranty period is not guaranteed.

This policy does not limit any mandatory consumer rights that apply in the country where the order is delivered.