Refund & Returns Policy
Last Updated: 20 August 2026
At Higher Orbit Distributions, we aim to provide quality beauty, cosmetics, personal care and related products together with a professional customer experience.
This Refund & Returns Policy explains how returns, refunds and order-related issues are handled.
1. Contact Us Before Returning an Order
Please contact us before returning any product.
When contacting us, please provide:
- Order number
- Full name
- Business name, where applicable
- Product details
- Reason for the return
- Photographs or supporting information where relevant
We will review your request and provide return instructions where a return is appropriate.
2. Damaged or Incorrect Products
If you receive a product that is damaged, defective or different from the product you ordered, please contact us as soon as reasonably possible.
We may request photographs of the product and packaging to help us assess the issue.
Where appropriate, we will arrange a suitable resolution in accordance with applicable law and the circumstances of the order.
3. Wholesale & Trade Orders
Wholesale and business orders may be subject to specific return conditions depending on the product, quantity ordered and terms agreed at the time of purchase.
Customers placing wholesale or trade orders should contact us before returning any products.
Returns of products purchased for resale may be subject to additional conditions.
4. Unwanted or Incorrectly Ordered Products
If you have ordered a product incorrectly or no longer require an item, please contact us before returning it.
Whether a return or refund is available will depend on the nature of the order, the condition of the product and applicable consumer or contractual rights.
5. Condition of Returned Products
Where a return is approved, products should generally be returned in an unused, unopened and resalable condition with their original packaging, where applicable.
Products that have been opened, used, damaged or altered after delivery may not qualify for a refund where permitted by applicable law.
Certain products may also be subject to specific return restrictions due to their nature, hygiene requirements or other applicable considerations.
6. Refunds
Where a refund is approved, it will normally be processed using the original payment method where reasonably possible.
The time required for the refund to appear in your account may depend on your bank or payment provider.
We will confirm when an approved refund has been processed.
7. Return Shipping
Where a return is required, responsibility for return shipping costs will depend on the reason for the return and the applicable terms of the order.
If a product is confirmed to be faulty, damaged or incorrectly supplied, we will assess the appropriate resolution in accordance with applicable law.
8. Non-Returnable Situations
Some products or orders may not be eligible for return due to their nature, condition, hygiene requirements, customisation, or other applicable restrictions.
This does not affect any statutory rights that cannot legally be excluded.
9. Statutory Rights
Nothing in this Refund & Returns Policy is intended to remove, restrict or replace any rights that you may have under applicable UK consumer protection law or other applicable legislation.
10. Wholesale Returns
For wholesale and business customers, return arrangements may differ from standard consumer purchases.
Where specific wholesale terms have been agreed, those terms may apply to the relevant order.
If you are unsure whether a wholesale product is eligible for return, please contact us before sending it back.
11. How to Contact Us
For refund, return or order-related enquiries, please contact our team.
Higher Orbit Limited
Trading as Higher Orbit Distributions
Company Registration Number: 13259578
VAT Registration Number: GB445749656
EORI Number: GB093635940000
Registered Address:
638 Yardley Wood Road
Birmingham
B13 0HW
United Kingdom
Email: info@higherorbitdistributions.co.uk
Phone: +44 7476 427631
We aim to review refund and return enquiries as promptly as possible.