Refund Policy

Refund Policy

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with labels (if any), and in its original packaging.


How to arrange returns 

To start a return, you can contact us at sales@orchardeco.co.uk. Please note that returns will need to be sent to our warehouses in Southall. Drop us a message with query to initiate returns process.

Returns of goods which are not faulty are at our sole discretion. For goods to be considered for return they must be unopened cases that are in the same condition as they left our warehouse and not have sustained any damage. If you would like to discuss a return you should contact us directly. Please be aware that as the customer, you are responsible for returning the goods to our warehouse at your own expense, unless we have dispatched incorrect items. We will not be responsible for any goods lost or damaged in transit.

Once the goods have been received and checked by the warehouse, we will issue a refund. Please note a 10% restocking charge may be applicable. This cost is to cover re shrink-wrapping tableware products for hygiene purposes/packaging cost.


Damages and issues

Please inspect your order upon reception and contact us immediately (no later than 24 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You will be required to take and send us photographs of cardboard box packings and/or damaged items as soon as possible, so that the claim could be authenticated.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2-3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.