Returns, Refunds & Cancellation Policy

The customer has seven working days (excluding weekends and public holidays) from goods receipt to decide whether to keep the goods or not. There are certain restrictions to this rule, this applies to Customer Specific, faulty or damaged parts please see separate section below.

The customer must inform Orson Equipment Limited within seven working days of goods receipt in writing if they wish to cancel the order. This should be done by sending an email to us, subject heading Order Cancellation or by sending a letter to Camco House, Dale Street, Bilston, West Midlands WV14 7JFY marked FAO Managing Director, Ref web order cancellation. For our e-mail address, click the ‘contact us’ button on most of our website pages

Once the cancellation has been served it is the customers’ duty to restore the goods to Orson Equipment Limited and in the meantime to take reasonable care of such so that when they are received by Orson Equipment Limited, they can be sold again as new. All return costs are payable by the customer and are not the responsibility of Orson Equipment Limited. Unless the Goods are deemed to be faulty or damaged or incorrect item supplied a 20% ‘Return to Shelf’ cost will apply, this will be deducted from the refund including any delivery or customs/duty charges.

If goods are not returned by the customer, then the customer must make them available for collection by Orson Equipment Limited. Goods will remain under the customers’ care until received and checked by the Returns Department and deemed fit to be resold as new by Orson Equipment Limited. Should the goods be returned in a state unfit for resale as new then the customer must either have them removed from the premises of Orson Equipment Limited or they will be shipped to the customer at the customers expense within 14 days of the customer being informed that the goods are not acceptable for resale. The customer will be informed by email or letter.

If Orson Equipment Limited receives the goods in a condition that enables them to be sold again as new, then a refund will be issued to the customer within 14 days of the cancellation being issued.


Specially ordered goods may not be cancelled or returned unless damaged in transit or faulty. These are ones that have been made to the customers’ specification. Once the order has commenced into production the customer cannot cancel the order and no refund will be given. Non-stocked parts which have to be specially ordered are also non-returnable.

Damaged goods

Goods that are found to be damaged on receipt must be reported to Orson Equipment Limited within 3 working days of receipt. Should damaged goods be reported after this time then the goods will not be accepted back for a refund or replacement. These goods must not be used and should remain in the original packaging wherever possible. Orson Equipment Limited will arrange collection of these goods and refunds will be issued as soon as it is confirmed that the goods are damaged. It may be necessary for the carriage company responsible for delivery to the customer to inspect the goods at the customers’ premises or the address to which the goods were delivered. The customer must make the goods available to the carriage company, as it may be necessary for a refund.

Faulty goods

Faulty goods must be reported to Orson Equipment Limited Ltd as soon as the fault occurs, if within the warranty period. These goods must stop being used immediately. Orson Equipment Limited will arrange collection of these goods and refunds will be issued as soon as it is confirmed that the goods are faulty. This could be up to 30 working days from when Orson Equipment Limited receives the goods, as some goods will have to be sent for testing. If replacement goods are required in the meantime the customer must pay for the goods and shipping in full. Once confirmation of a fault has been given in writing to Orson Equipment Limited then the customer will be refunded in full for the faulty parts and original shipping. Should the goods be found to be in perfect working order the customer will not be refunded and Orson Equipment Limited reserves the right to charge the customer for any carriage costs incurred in the collection of the parts from the customer. The customer will then have the choice to either have the parts returned to him at his costs or to cancel the parts at which point the return will be dealt with as a cancelled order.