Refund policy

At Orderly, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully.

Your Right to Cancel (UK Consumer Rights) Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving a reason. To exercise this right, please contact us at concepttuition@mail.com within 14 days of delivery.

How to Request a Return or Refund To begin a return or refund request, please email concepttuition@mail.com with:

  • Your order number
  • A description of the issue
  • Photos or video clearly showing the item and any defects (required for damaged or incorrect items)

We aim to respond within 2 business days.

Damaged, Defective or Incorrect Items If your item arrives damaged, defective, or is not as described, we will offer you a full refund or replacement at no cost to you. In most cases, you will not be required to return the item — we will resolve the issue based on photographic evidence.

Change of Mind Returns If you have changed your mind, you may return the item within 14 days of receipt. Please note:

  • The item must be unused and in its original packaging
  • Return shipping costs are the responsibility of the customer
  • We recommend using a tracked service as we cannot be responsible for items lost in transit

Once we receive and inspect the returned item, we will process your refund within 5–7 business days.

Refunds Approved refunds will be issued to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to process the refund.

Non-Returnable Items The following items cannot be returned:

  • Items that have been used or damaged by the customer
  • Items returned without prior authorisation

Late or Missing Deliveries If your order has not arrived within 6 weeks of your order date, please contact us at concepttuition@mail.com and we will investigate and offer a replacement or full refund.

Contact Us Orderly 5 Gateway Court, UB2 5PT, United Kingdom Email: concepttuition@mail.com Website: shoporderly.co.uk