Shipping and Returns Policy

Shipping
All products are shipped by Royal Mail or Parcelforce.

We do not Post goods to the following:- Africa (All African countries with the exception of South Africa), Albania, Andorra, Belarus, Bosnia and Herzegovina, Brazil, Bulgaria, China, Croatia, Cyprus, Czech Republic, Estonia, Hungary, India, Indonesia, Italy, Latvia, Liechtenstein, Lithuania, Macedonia, Malaysia, Moldova, Monaco, Poland, Pakistan, Romania, Russia and Russian Federation, San Marino, Slovakia, Slovenia, Spain, Ukraine, Vatican City State.

Returns
At Orion Customs, we are committed to selling high quality products. We know that, for one reason or another, there may be a time when you need to exchange or return something you've bought. This can be done up to 30 days after your original purchase.

Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep a copy of your order confirmation and payment receipt, as you will need them in the event of any after-sales queries

Returns must be preauthorized by us. Returns and exchanges must be in new saleable condition and must include all instructions and original packing material.

Before returning any item please email us for a "Returns Authorisation Number" along with details on how and where to send your return. We reserve the right to refuse any return which does not include a returns authorisation number or the product's own unique serial number.

Electrical items cannot be returned. We do not warrant any electrical items including batteries. Any warranty concerning electrical items must be addressed to the manufacturer directly.

Postage
Unfortunately we are unable to refund any of the the postage costs for your returned item. We will only refund delivery costs if the return is a result of our error.

We strongly recommend that you use registered post, recorded delivery or another secure method of delivery. Retain the receipt and any tracking numbers that the post office may give you until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.

Refunds
We will refund your payment (less postage costs) once we have received and processed the returned item. In order to process your refund efficiently, your Paypal receipt or proof of purchase must be enclosed when the item is returned. No credit shall be allowed for goods until the goods have been received.

We reserve the right to charge a restocking fee on goods returned for credit which are not in saleable condition. This restocking fee will not exceed 20% of the original purchase price. Any reduction of the restocking fee is subject to the discretion of Orion Customs.

If you've had the product for up to 1 year, we'll repair the product or, give you a replacement or, if that's not possible, a refund, excluding postage costs, which will be your responsibility.

Exemptions Certain items may be sold as "end of line" or blemished, and are non-refundable/non-exchangeable. These items will be marked as such in the description.
Frames, bike kits and specially ordered items are non-refundable and may only be exchanged in the event of material defect.

Statutory rights
Under the "Distance Selling Regulations", if you have ordered by internet, you have a statutory right to cancel your order and receive a full refund for any item. This does not apply to items personalised or made to your specification.

Our returns policy does not affect your statutory rights.

Shipping and Returns

If you have any queries in connection with our "Shipping and Returns" policy, please contact us.