Refund & Returns Policy

Refund and Returns Policy

When you buy from The Orchard we want you to be happy with your purchase. It is our policy to ensure that all goods are supplied to our customers in perfect condition and that every possible precaution is taken to protect the integrity of the product that is sold.

However, if for any reason you are not entirely happy, please contact us on 01899 221449 or email us at [email protected] within 24hrs and we will do our best to rectify the situation.

Returns

We accept returns up to 7 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

It is our policy that we do not exchange or refund personalised or perishable items except where the item is damaged. No products can be returned if they have been opened, resealed, damaged or used. Items must be returned in their original packaging.

Substitute Goods

As detailed in product descriptions, the items delivered to you may differ slightly from the images shown on the listings. We reserve the right to substitute items of a similar description and standard, of equal or greater value, if the requested items are not available but we will use reasonable endeavours to match your order exactly.

Incorrect Products

Please inform us within 48 hours of any items incorrectly supplied. We will arrange collection and either provide a refund to the same payment card used to place the order or supply the correct item by return.

Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

Damaged Products

If the products received are damaged, please let us know within 48 hours of receipt by email or telephone. Please take photographs where possible and forward to us at [email protected]. Claims for damage or loss in transit will be met provided the goods are signed for on receipt as either ‘damaged’ or ‘unexamined’ and we are informed within this time period. We will offer a replacement or a full refund (including postage costs), to the same payment card used to place the order when damaged goods are returned. Please note that goods must be returned before the Use By date.

Right to Cancel

You can cancel your order up to the point of despatch. To do so, please email [email protected] or call 01899 221449– where our team will be available to respond Monday-Saturday between the hours of 8:00am-5:00pm.

Making Changes

We’re sorry that it is not possible to make changes to your order online. If you want to change your delivery address or add/remove items to/from your order, please email [email protected] or call 01899 221449– where our team will be available to respond Monday-Saturday between the hours of 8:00am-5:00pm.

Undelivered gifts

Our courier offers an interactive service, this allows the recipient to receive a one hour delivery window on the delivery day to be sent to the contact details provided on ordering. If this service is used, the information sent also gives further information regarding leaving in a safe place or pick up point.

If the recipient is not home to take receipt of the delivery every effort must be made by them to arrange re-delivery of Hampers and Gifts. Our delivery company will leave a ‘sorry we missed you’ card giving contact information to re-deliver the item to you or to leave in a secure safe place.  If the recipient fails to contact the delivery company, this may result in the gift being returned to The Orchard after two failed delivery attempts.  A refund will not be offered in this case.  If the gift is returned to us, we will make every effort to contact the sender with re-delivery options, if the sender chooses not to respond to us the gift will be destroyed after 30 days.

Perishable items will not be replaced, due to a delivery date being missed or the gift being returned back to us as the sender if the delivery was not achieved.

Refunds cannot be offered on seasonal gifts that are returned back from the delivery company due to non collection/ re-delivery from the recipient.

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