Withdrawal & Returns Policy

Last updated: May 12, 2026

This policy applies to purchases made through orroglasses.com. ORRO is a trading name of DALLA L.L.C-FZ. Nothing in this policy limits or excludes any mandatory consumer rights that apply under the laws of your country of residence. If any part of this policy conflicts with mandatory consumer protection law, the applicable statutory right will apply only to the extent required by law. Beyond mandatory statutory rights, ORRO does not offer a voluntary change-of-mind return or exchange period. This policy applies to consumer purchases only. Orders placed by businesses, institutions, organizations, event operators, resellers, public bodies, educational institutions, or other commercial buyers are treated as business orders and are final sale unless otherwise agreed in writing or required by law.

1. Product Safety & Classification

• ORRO solar eclipse glasses are safety-critical solar viewing products and protective eyewear.

• They are designed for direct solar observation only when intact, undamaged, and used strictly in accordance with the safety instructions supplied with the product.

• ORRO solar eclipse glasses are CE marked and tested to EN ISO 12312-2:2015 for direct solar viewing.

• They are placed on the market as protective eyewear and personal protective equipment under the applicable EU/UK PPE framework.

• ORRO solar eclipse glasses are not medical devices and are not sold as products intended to diagnose, treat, cure, prevent, or mitigate disease.

• Because these products are safety-critical protective eyewear, the condition of the frame, lens, filter, packaging, safety inserts, instructions, and accompanying materials is important.

• Damage, alteration, missing safety information, or handling beyond what is necessary for inspection may affect whether the product remains safe, complete, and resaleable.

2. Your Statutory Right to Cancel

• If you are a consumer in the United Kingdom or European Union and purchase goods from us online, you generally have the right to cancel your contract within 14 days without giving a reason.

• For goods, the 14-day cancellation period normally begins on the day after you, or a third party nominated by you other than the carrier, physically receive the goods.

• If your order is delivered in multiple shipments, the cancellation period normally begins on the day after you, or a third party nominated by you other than the carrier, physically receive the final item in the order.

• To exercise your cancellation right, you must provide a clear statement that you wish to cancel before the applicable cancellation period expires.

• You can contact us at: support@orroglasses.com.

• Simply refusing delivery, failing to collect a parcel, ignoring carrier notices, abandoning a parcel at a pickup point, or allowing a parcel to be returned by the carrier does not, by itself, constitute a valid cancellation notice.

3. How to Cancel Your Order

To cancel an eligible consumer order, please contact us with the following information:

• Order number:

• Full name:

• Email address used for the order:

• Delivery address:

• Items you wish to cancel:

• Date received, if applicable:

You may also use the model cancellation wording at the end of this policy, but you are not required to do so.

4. Returning Your Goods

• Once you have notified us of a valid cancellation, you must return the goods without undue delay and no later than 14 days after the day you informed us that you wish to cancel, unless applicable law provides otherwise.

• Goods must be returned complete, including all glasses, packaging, inserts, cases, accessories, safety information, instructions, and any accompanying materials provided with the order.

• Returns must be sent only to the return address provided by our support team. This will usually be our designated fulfilment or returns facility.

• Our London address is a correspondence address only. It is not a warehouse, fulfilment centre, inventory location, or returns facility. Do not send returns to our London correspondence address unless we specifically instruct you to do so in writing.

• Items sent to the wrong address may be rejected, delayed, lost, or not processed, and the risk of loss may remain with you where permitted by law.

• Items returned without prior notice, without sufficient identifying information, or to an unauthorized address may experience delays and may not be accepted where permitted by law.

5. Return Shipping Costs

• For non-faulty goods returned under a statutory cancellation right, you are responsible for the direct cost of returning the goods unless applicable law requires otherwise.

• We do not provide prepaid return labels for non-faulty returns unless we expressly agree to do so in writing.

• If you choose to use a tracked, insured, express, priority, or premium return service, you are responsible for those costs unless applicable law requires otherwise.

• If an item is confirmed to be faulty, damaged on arrival, incorrect, or not as described, return shipping costs will be handled in accordance with applicable law.

6. Refunds & Processing

• If your cancellation is valid and the returned goods are received by us in accordance with this policy, we will refund the purchase price paid for the returned goods and, where required by law, the cost of the least expensive standard delivery method offered for the order.

• If you selected express, priority, tracked, premium, or any upgraded shipping service, the additional amount above the least expensive standard delivery option is non-refundable unless applicable law requires otherwise.

• We may withhold the refund until we have received the returned goods or until you have provided evidence that the goods have been sent back to the authorized return address, whichever occurs first, unless applicable law provides otherwise.

• Refunds will be made using the original payment method unless we agree otherwise.

• Any refund due will be made without undue delay and, where applicable, no later than 14 days after we receive the returned goods or receive evidence that they have been sent back to the authorized return address.

7. Condition of Returned Items

• To inspect the goods, you do not need to fold, crease, bend, scratch, puncture, alter, wear outdoors, or use the glasses for solar viewing.

• Where permitted by law, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

• This may include, but is not limited to:

• Folded or creased frames;

• Scratched, punctured, bent, marked, or damaged filters;

• Filters separating from the frame;

• Missing safety instructions or inserts;

• Missing or damaged packaging;

• Signs of use beyond reasonable inspection;

• Incomplete returned items;

• Any handling that makes the product unsafe, incomplete, altered, or unsuitable for resale.

• Because solar eclipse glasses are safety-critical protective eyewear, damage to the frame, lens, filter, mounting, or safety information may substantially reduce or eliminate the resale value of the item.

• Where legally permitted, if returned goods are damaged, incomplete, used beyond reasonable inspection, altered, or no longer safe or resaleable, we may reduce the refund up to the full purchase price.

• This does not affect your statutory rights where goods are faulty, damaged on arrival, incorrect, or not as described.

8. Delivery Issues & Uncollected Parcels

• If your order is delivered to a pickup point, parcel shop, locker, carrier collection location, post office, depot, access point, or similar collection location and is not collected within the carrier’s holding period, the parcel may be returned to us.

• If a parcel is returned to us because of failed delivery attempts, refusal of delivery, an incorrect or incomplete address, failure to respond to carrier notices, failure to pay required import charges where applicable, or failure to collect from a pickup point, we will treat this as a failed delivery or uncollected parcel, not as a completed customer return.

• Once the parcel has been returned to us and processed by our fulfilment team, we may offer one of the following options, subject to applicable law:

• Reshipment of the order, subject to payment of any additional shipping, handling, return-to-sender, or redelivery costs; or

• A refund of the returned goods, less any applicable original shipping, failed-delivery, return-to-sender, carrier, storage, customs return, or handling costs where such deductions are permitted by law.

• We are not required to issue a refund before the returned parcel has been received and processed by us, unless applicable law requires otherwise.

• Where legally permitted, any return-to-sender charges, failed-delivery costs, carrier fees, storage fees, customs return charges, or additional shipping costs charged to us because of non-collection, refusal, address error, or failed delivery may be deducted from the refund.

• Failure to collect a parcel does not create a right to free reshipment, free upgraded delivery, or compensation for missed use of the goods.

• Nothing in this section limits any mandatory consumer rights that apply in your country of residence.

9. Address Accuracy

• You are responsible for providing a complete and accurate delivery address at checkout.

• If an order is delayed, lost, returned, or delivered incorrectly because the address provided at checkout was incomplete, incorrect, outdated, inaccessible, or not suitable for delivery, we may require payment of additional shipping costs before reshipment.

• Where legally permitted, if the order is returned to us because of an address issue, we may deduct original shipping, return-to-sender charges, carrier fees, storage fees, customs return charges, and any other failed-delivery costs from any refund.

• We are not responsible for delivery issues caused by incorrect, incomplete, outdated, or inaccessible addresses provided by the customer, except where applicable law provides otherwise.

10. Damaged or Faulty Items

• Please inspect your order promptly upon delivery.

• If you believe an item is faulty, damaged on arrival, incorrect, or not as described, please contact us as soon as reasonably possible at: support@orroglasses.com.

• Please include:

• Order number:

• Description of the issue:

• Clear photographs of the item, packaging, and shipping label where available:

• We ask that visible shipping damage be reported within 48 hours of delivery where reasonably possible, so we can investigate with the carrier. This does not remove any mandatory statutory rights you may have.

• Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction, or refund.

• EU consumers generally benefit from a legal guarantee for goods that are faulty or not as advertised. UK consumers retain their statutory rights under the Consumer Rights Act 2015.

• This section does not apply to damage caused by misuse, failure to follow safety instructions, improper handling, alteration, storage damage after delivery, or normal wear and tear.

11. Items Not Eligible for Return

Except where required by law, we do not accept returns or provide refunds for:

• Unwanted items outside the applicable statutory cancellation period;

• Items returned without valid cancellation notice where notice is required;

• Items returned incomplete, damaged, altered, folded, creased, scratched, punctured, or missing parts, packaging, accessories, inserts, or safety instructions;

• Items used or handled beyond what is reasonably necessary to inspect them;

• Custom-made, personalized, specially produced, branded, or bespoke items;

• Gift cards;

• Business, wholesale, reseller, institutional, event, public-sector, custom, branded, or bulk orders;

• Any items otherwise excluded from cancellation rights under applicable law.

• Discounted, promotional, or sale items remain subject to any mandatory statutory rights that apply.

12. Business & Wholesale Orders

• Orders placed by businesses, organizations, institutions, resellers, event operators, public bodies, educational institutions, or trade customers are treated as business orders, not consumer orders.

• Unless otherwise agreed in writing, business, wholesale, bulk, reseller, custom, branded, or purchase-order orders are final sale once accepted, confirmed, fulfilled, or dispatched, except where the goods are faulty, incorrect, or not as described.

• Custom, branded, personalized, specially sourced, or specially produced goods cannot be cancelled, returned, or refunded once production, procurement, or fulfilment has started, except where required by law.

• For bulk or wholesale orders, any cancellation, return, restocking, or refund request is handled at our discretion unless mandatory law requires otherwise.

13. Exchanges

• We do not offer direct exchanges.

• If you would like a different item, you must place a new order separately. This does not affect your rights where goods are faulty, damaged on arrival, incorrect, or not as described.

14. Refused Deliveries

• If you refuse delivery of an order without first exercising a valid cancellation right, we may treat the parcel as a failed delivery.

• Once the parcel is returned to us and processed, we may deduct original shipping, return-to-sender costs, carrier fees, storage fees, customs charges, or other failed-delivery costs from any refund where permitted by law.

• If refusal of delivery causes the parcel to be abandoned, destroyed, delayed, or not returned to us, we will review the carrier evidence before determining whether any refund is available.

15. Customs & Import Charges

• Where applicable, customers are responsible for any customs duties, import taxes, brokerage charges, clearance fees, or similar charges imposed by the destination country, unless these charges were expressly included at checkout.

• If a parcel is refused, abandoned, delayed, or returned because import charges were not paid, we may deduct any related return-to-sender, customs, carrier, storage, or administrative costs from any refund where legally permitted.

• We are not responsible for delays caused by customs authorities, import controls, local delivery restrictions, or the customer’s failure to provide information required for delivery.

16. Lost Parcels

• If tracking shows that a parcel has been delivered, made available for collection, refused, returned, or otherwise processed by the carrier, we may rely on the carrier’s tracking record and delivery evidence when reviewing any claim.

• If a parcel appears to be lost in transit before delivery or before being made available for collection, we may open a carrier investigation.

• Refunds or replacements for lost parcels may be withheld until the carrier investigation is completed, unless applicable law requires otherwise.

• If the carrier confirms the parcel was lost before delivery or before being made available for collection, we will handle the matter in accordance with applicable law.

17. Payment Disputes

• If you open a chargeback, payment dispute, or bank claim before contacting us, we may be required to respond through the payment provider’s dispute process.

• Where a parcel was delivered, made available for collection, refused, returned, or not collected, we may submit order records, tracking records, carrier evidence, customer communications, and this policy as evidence in the dispute.

• Opening a payment dispute does not create a right to keep goods without payment, receive duplicate refunds, avoid return obligations, or avoid legally permitted shipping or return-to-sender costs.

18. Contact Information

• Support email: support@orroglasses.com

• UK support phone: 0330 133 0274

• UK correspondence address: 66 Paul Street, London, EC2A 4NA, United Kingdom

• Trader: DALLA L.L.C-FZ, Meydan Grandstand, 6th Floor, Meydan Road, Dubai, United Arab Emirates

• Our UK support phone and UK correspondence address are available for general customer assistance only. The UK correspondence address is not a returns facility, warehouse, fulfilment centre, or inventory location.

• Returns must only be sent to the return address we provide for your specific order.

19. Model Cancellation Form

(You may use the following wording to exercise your cancellation right, but you do not have to.)

To: ORRO (support@orroglasses.com)

I hereby give notice that I cancel my contract of sale for the following order:

• Order number:

• Ordered on:

• Received on:

• Customer name:

• Customer address:

• Customer email:

• Items being cancelled:

• Date: