Return & Refund Policy

At the Orbit Store, we stand behind the products we sell. This page explains how returns, refunds, and warranty replacements work for orders placed on Orbitonline.com.

The fastest way to resolve any return, refund, or warranty question is through OrBOT, our customer care chat in the lower-right corner of any page on Orbitonline.com.

30-Day Return Window

You may request a return within 30 days of your original order date. To qualify for a refund, items must be new, unused, uninstalled, and in their original packaging. You'll need your order number or proof of purchase.

We inspect all returned items and reserve the right to verify their condition before approving a refund.

How to Start a Return

Do not ship anything back before receiving return authorization. Items sent back without authorization cannot be accepted or refunded.

To start a return, open OrBOT chat on Orbitonline.com or email support@orbitcare.email with your order number. If your return is approved, we'll send you return instructions and the address to ship to. For standard (change-of-mind) returns, you are responsible for return shipping. If the return is the result of our error or a covered defect, we cover return shipping (see below).

Defective, Damaged, or Incorrect Items

This section is separate from a standard return, and the "new, unused" condition does not apply here.

If a product is defective, arrives damaged, or fails within its warranty period — including electronic items such as B-hyve controllers and timers that you have already opened or installed — you are still covered. Do not discard a damaged or defective item until customer care authorizes it.

• Defective or warranty items: Start a warranty replacement through OrBOT chat (lower-right corner). Most warranty claims are resolved with a replacement rather than a return.
• Damaged in transit: Contact us the same day. We'll need photos of both the shipping carton and the product, then we'll ship a replacement or issue a refund. You may also refuse a visibly damaged delivery.
• Wrong item received: Contact us with your order number. Depending on the item, we'll either authorize you to keep or discard it and ship the correct one, or send a prepaid label for the mis-shipped item at no cost to you.

Opening or installing a product does not waive your right to a warranty remedy for a genuine defect.

Restocking & Return Freight

Standard returns of new, unused items in original packaging are refunded in full, less any original shipping charges.

• Items returned used or damaged are subject to a 20% restocking fee. Only new, unused items qualify for a full refund.
• Returns of orders above $500 consisting mostly of underground component parts (elbows, couplings, valves, fittings) may be subject to a 20% restocking fee plus return freight charges.

Non-Returnable Items

• Gift cards
• Items marked "final sale" or "clearance" — change-of-mind returns only; genuine defects remain covered under warranty
• Opened misting nozzle cleaner, once the seal is broken, we cannot accept a return for safety reasons.
• Items that have been installed or used, except where covered by a warranty claim

Refunds

Once we receive and inspect your return, we'll let you know whether the refund is approved. Approved refunds are issued to your original payment method within 5–7 business days after inspection. Your bank or card issuer may take additional time to post the refund to your account.

If you have not seen an approved refund after 10-14 business days, reach out through OrBOT chat.

Exchanges

The fastest way to get a different item is to return the original (once your return is approved) and place a new order for the item you want.

Undeliverable / Returned-to-Sender Orders

Orders returned to us as undeliverable (bad address, unable to forward) are received back into inventory and refunded for the product total, less original shipping charges. To receive your items, please place a new order with a corrected address.

Questions

Reach us anytime through OrBOT chat in the lower-right corner of Orbitonline.com, or email support@orbitcare.email.