Refund policy

We want you to be satisfied with your purchase. If something is wrong, or you need to send an item back, contact us first at info@orchardandroot.com. Most issues can be resolved quickly if you write to us before filing a payment dispute.

You may request a refund, store credit, or exchange under this Policy. Please read it before starting a return.

Returns

You may return a product purchased from Orchard & Root within 90 days of the delivery date.

The product must be:

• Unused
• In its original packaging
• In the same condition as when you received it

Do not ship anything back until we have approved the return and sent instructions.

Initiating a return

Email info@orchardandroot.com with:

• Your order number
• The email used at checkout
• A clear reason for the return
• Supporting photos, if relevant

We will respond within 2 business days.

Return authorisation

If the request is approved, we will send a Return Authorisation (RA) and instructions.

Orchard & Root ships worldwide. We cannot always provide a prepaid return label. Where we cannot, you will still receive the return address and packing instructions.

Ship the item within 30 days of receiving the RA. Returns sent without an RA, or after that 30-day window, may be refused.

Use a traceable service and keep the receipt. We are not responsible for a return parcel that is lost if you cannot provide tracking.

Return costs

You pay return shipping unless:

• We sent the wrong item or variant, or
• The item arrived damaged or defective

In those cases we cover return shipping, either with a label or a voucher to use during the return.

Shipping delays, customs delays, and carrier issues outside our control are not valid reasons for a return.

Original outbound shipping, import duties, taxes, and brokerage fees are not refunded, except where the return is due to our error.

Damaged, defective, or incorrect orders

Inspect the parcel when it arrives. If an item is damaged, defective, or not what you ordered, email us within 7 days of confirmed delivery with:

• Your order number
• A description of the issue
• Clear photos of the parcel, the item, and the damage or wrong product
• Keep all packaging until the claim is closed

After review we will issue an RA and instructions. Once we receive and inspect the item, we will replace it or refund the affected item, as you prefer. We cover shipping associated with putting our error right.

This applies to all orders, not only first purchases.

We do not refund or replace items damaged after delivery through misuse, normal wear, or poor storage.

Orders not received

If tracking shows delivered but you do not have the parcel:

• Check around the property and with neighbours
• Contact the carrier with your tracking number
• Email us within 14 days of the marked delivery date

We will investigate with the carrier. If the carrier confirms non-delivery, or the investigation is inconclusive, we may offer a replacement or a refund, at our discretion.

If the carrier confirms delivery to the address you provided and the parcel is then missing, that is treated as loss after delivery. We are not obliged to refund or replace in that case.

If tracking shows no delivery scan after 21 business days from shipment, contact us. Once the carrier confirms the parcel is lost in transit, we will reship or refund.

You are responsible for an accurate shipping address. Extra cost to resend an order that failed because of a wrong or incomplete address is yours.

Exchanges

Exchanges are only available within the 90-day return window. The item must be unused and in original condition.

We exchange for products of equal value. If the new item costs more, you pay the difference before we ship it. You pay return shipping on exchanges unless we sent the wrong or faulty item.

Pack the item securely. We may refuse an exchange if the returned product arrives damaged because of poor packing.

Return exceptions / non-returnable items

We cannot accept a return if:

• The product has been used, opened where sold sealed, or is not in original resaleable condition
• The product is damaged, unless it arrived that way
• The request is made more than 90 days after delivery
• The item is returned without an RA
• The claim does not match the order, tracking, or photos provided

Special exception

In some cases we may send a replacement without asking you to return the original first. That is a one-time courtesy. If you are not satisfied with the replacement, both the original and the replacement must be returned before a refund is issued. Later replacements are only sent after the item comes back.

Restocking fee

Approved change-of-mind and unused returns are subject to a 15% restocking fee. This covers processing, restocking, and handling.

The restocking fee is waived if:

• The item arrived damaged or defective, or
• We sent the wrong item or variant

Waiver requests are reviewed case by case.

Promotional and discounted orders

Refunds are calculated on the amount you actually paid after discounts. A refund will not exceed the total charged to your payment method for that order, minus any restocking fee and non-refundable shipping or duty charges.

Gift orders

• The original purchaser may request a refund under this Policy. It will be issued to the original payment method.
• If you received the product as a gift, email info@orchardandroot.com. We may issue store credit instead of a refund to the original purchaser.

Subscriptions

If you are on an Orchard & Root subscription:

• Cancel or pause in your account or by emailing info@orchardandroot.com.
• We need at least 48 hours’ notice before the next billing date.
• A shipment already dispatched is not cancelled automatically. You may return that shipment under the unused-return rules above.
• An approved refund on a subscription order cancels the subscription unless you ask us in writing to keep it active.
• There is no minimum number of shipments.
• If subscription pricing changes, we will email you at least 14 days before the new price applies. You may cancel before it takes effect.

Refund processing

• Approved refunds go to the original payment method, unless store credit was agreed.
• We inspect returned items before approving a refund or exchange.
• Approved refunds are processed within 10 business days of the item passing inspection.
• Your bank or card provider may take longer to show the credit. That timing is outside our control.
• If 15 business days have passed since approval and you still do not see the refund, email us and we will raise it with the payment processor.
• Refunds do not include original shipping charges unless the return is due to our error.

Chargebacks and payment disputes

Email info@orchardandroot.com before you file a chargeback or payment dispute. We will try to resolve the issue directly.

Filing a chargeback while a return or refund is already in process can delay the outcome and may create processor fees.

If a chargeback is filed:

• We will submit tracking, delivery confirmation, and this Policy to the payment provider.
• If the dispute is decided in our favour, we may recover fees caused by the chargeback.
• We may suspend or restrict future purchases on accounts linked to chargeback abuse.

A chargeback is not a substitute for following this Policy. Requests that do not meet the return conditions may still be declined even if a dispute has been opened.

Fraud and abuse

We may deny, limit, or reverse a refund, refuse a return, cancel an order, or restrict an account where we reasonably believe the request is fraudulent, abusive, or not made in good faith. That includes:

• Multiple claims from the same person using different accounts, emails, shipping addresses, or payment methods
• A pattern of buying and returning
• Claims that do not match order history, tracking, or photos
• False reports of damage, non-delivery, or “item not received” after a confirmed delivery scan

Governing law

This Policy is governed by the laws of England and Wales.

If there is a dispute, contact us first at info@orchardandroot.com. We will try to resolve it in good faith.

Nothing in this Policy limits mandatory consumer rights in your country of residence that cannot be waived by agreement.

Changes

We may update this Policy at any time. The current version is the one published on this page. Material changes will be emailed to existing customers and active subscribers.

Contact

For refunds, returns, subscriptions, or order issues:

Email: info@orchardandroot.com
Response time: within 1 business day