Refund policy

Effective date: 23 November 2025
Entity: THE ORK FORGE LTD (Company No. 16749185)
Registered address: Unit A12, Stafford Park 15, Telford, TF3 3BB, United Kingdom
Trading as: The Ork Forge Distribution (“we”, “us”, “our”)

Scope: This Returns & RMA Policy applies to wholesale (B2B) customers. Consumer retail returns are governed by your own consumer policy and UK consumer law; see Section 7 (Legal Note) when we provide dropship services.

1) RMA Authorisation

1.1 Mandatory RMA. No returns will be accepted without a prior RMA number issued by our team. Unauthorised returns may be refused or disposed of with no credit.
1.2 Requesting an RMA. Submit RMA via email with PO/invoice references, SKU(s), quantities, issue description and photos of packaging and product.

2) Returnable Categories

2.1 Our error / transit damage / DOA. We will provide full credit or like‑for‑like replacement. For transit damage you must notify us within 24 hours of delivery with supporting photos via RMA once RMA is approved we will send a pre paid label or arrange a collection and replacement. .
2.2 Defective products under warranty. Replacement or credit in line with the manufacturer’s policy after inspection/testing. Serial/batch numbers must match our records.
2.3 Buyer’s remorse / overstock (discretionary). Return within 7 days of invoice; unopened, resaleable, full cases where applicable. A restocking fee up to 15% may apply, plus return freight.

3) Non‑Returnable Items

Opened consumables, used merchandise, clearance/discontinued lines, bespoke or custom‑printed items, special orders, items not in original retail packaging, and items returned in non‑resaleable condition.

4) Condition Standards & Packing

4.1 Condition. Returns must be complete with all accessories/labels; cartons in good, clean condition.
4.2 Packing. Pack securely, using suitable outer cartons and void fill. Mark the RMA number on the outer carton(s) and do not write on retail packaging.
4.3 Destruction‑in‑field. For low‑value or unsaleable defects we may authorise field scrap with photographic evidence instead of physical return.

5) Return Freight & Credits

5.1 Freight.

  • Our fault / DOA / transit damage: We provide a pre‑paid label or arrange collection and replacement upon receipt of the approved RMA goods.

  • Buyer‑initiated returns: You cover return shipping; ensure insurance and tracking.
    5.2 Processing & credits. On receipt and inspection we will issue a replacement or credit note within 7 business days. Credits are applied to your trade account; no cash refunds.
    5.3 Deductions. We may deduct restocking, refurbishment or missing‑parts charges where applicable.

6) Reporting Windows (Summary)

  • Transit damage / short shipment: Report within 24 hours of delivery.

  • Concealed damages / mis‑picks: Report within 5 business days.

  • Defective products (manufacturer fault): Report within 30 days of delivery unless a longer manufacturer warranty applies.

Claims raised outside these windows may be rejected where carrier/manufacturer remedies are unavailable.

7) Consumer Orders (Dropship/Fulfilment) — Legal Note

Where we dropship to a consumer on your behalf, you remain the seller of record. Key UK consumer law points (summary only):

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: 14‑day right to cancel most distance purchases; exceptions include bespoke items and sealed goods not suitable for return once opened.

  • Consumer Rights Act 2015: Goods must be as described, satisfactory quality and fit for purpose; consumers have a short‑term right to reject within 30 days for faults.
    We can process consumer returns per your policy when pre‑agreed; additional handling fees may apply.

8) Miscellaneous

8.1 Title & risk. Risk passes on delivery; title remains with us until paid in full.
8.2 Limitation of liability. To the maximum extent permitted by law, our liability is limited to the price of the goods supplied under the relevant order; we exclude indirect or consequential loss.
8.3 Policy changes. We may update this policy at any time; the latest version applies to new RMAs.

9) RMA Contact & Returns Address

RMA: support@theorkforge.com (subject: “RMA Request”)
Returns Address:
The Ork Forge Distribution — RMA #________
Unit A12, Stafford Park 15, Telford, TF3 3BB, United Kingdom
Tel: +44 (0)________

Quick Checklists

Inbound receiving (you): Inspect on arrival → note damage on POD → photo evidence → notify within deadlines.
RMA (you): Request RMA → pack securely → label with RMA → send/await collection.
Our side: Issue RMA → inspect → replace/credit within 7 business days.