If you are not satisfied with your purchase for any reason, please inform us immediately sales@theorchardhomeandgifts.com.

Returns due to unsuitability

If you wish to return an item due to unsuitability, you must do so within 14 days of receipt. Please return the item in perfect, unused condition, with the original packaging and a copy of the invoice to the returns address shown on your enclosed dispatch note.

We do stress that when returning an item, it is strongly recommended that you obtain proof of collection of posting. We cannot accept responsibility for parcels or furniture lost/damaged in transit and can only refund or offer a credit note once the item is received back to us in perfect condition.

Refunds will be credited (less the original delivery charge), via the customers original payment method, within 28 days upon receipt of the returned item(s), as long as the item has been returned within the timescales given and all requested procedures have been followed.

Furniture Returns due to unsuitability

Please contact us prior to returning furniture - sales@theorchardhomeandgifts.com. Furniture returns must be authorised prior to returning.

We do stress that when returning an item, it is strongly recommended that you obtain proof of collection of posting. We cannot accept responsibility for parcels or furniture lost/damaged in transit and can only refund or offer a credit note once the item is received back to us in perfect condition within 14 days.

The Orchard will arrange collection and return delivery of your item, unless you wish to arrange your own courier (please note you will be responsible for the item until it is returned to The Orchard in good condition). A collection/return delivery fee will be charged, usually at the same rate as the original delivery charge*, unless a specialist courier is required which requires a surcharge to be added to the delivery fee, which will be deducted from your refund, as well as the original delivery charge.

Refunds will be credited (less the original delivery charge), via the customers original payment method, within 28 days upon receipt of the returned item(s), as long as the item has been returned within the timescales given and all requested procedures have been followed.

* Deliveries which are subject to Free UK Mainland outbound delivery (i.e. during Free Delivery promotional periods, or when the goods value is over £1000.00), a collection/return delivery fee is charged, based on the weight and size of the item. We will be happy to confirm the return delivery charge at the time your order is placed. 

Made to Order & Special Order Items

Made to Order, Bespoke and Special orders cancelled after 14 days (from the date the order is placed), are non refundable on the full value of the order (excluding the delivery charge, if the order has not been dispatched), due to the commencement of manufacturing process/item being called in.

Returns of Made to Measure, Bespoke and Special Order items will only be accepted if the item is reported as faulty/damaged at the point of delivery. All furniture items must be checked at the point of delivery and the courier/delivery driver must be notified of any damages. The Orchard customer service team must be notified within 24 hours via telephone - 0116 326 6720 or email sales@theorchardhomeandgifts.com of any faults/damages.

Cancellations

The Consumer Protection (Distance Selling) Regulations 2000.

Contracts for the purchase of goods by a Customer not acting in the course of a business and made over the telephone or through the TheOrchardhomeandgifts.com website are, with the exception of certain excepted contracts, subject to The Consumer Protection (Distance Selling) Regulations 2000 ("the Regulations”).

Customers may cancel goods purchased from The Orchard by sending a written notice of cancellation by post to The Orchard or via e-mail to sales@theorchardhomeandgifts.com
The notice of cancellation must be delivered within 7 working days of the date of delivery of the goods.

The Customer will be responsible for the cost of returning the goods if he or she exercises this right of cancellation under the Regulations. If the Customer does not actually return the goods to The Orchard, the Customer is under a duty to make the goods available for collection at the Customer’s expense from the address to which they were delivered.

The Customer is under a duty to retain possession of the goods whilst awaiting return to The Orchard and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation.

Faulty/Damaged items (exc. Furniture)

Notification of damages, shortages and faults must be sent within 24 hours of delivery via telephone - 0116 326 6720, or e-mail at sales@theorchardhomeandgifts.com.

The item must be returned with all original packaging and a copy of your invoice, within 7 days. Please ensure you obtain proof of postage and return to the returns address shown on your enclosed dispatch note.

Upon receipt of your returned item, we will endeavour to replace with a like for like item within 5 working days, conditional to stock availability.
Refunds will be credited, via the customers original payment method, within 28 days upon receipt of the returned item(s), as long as the item has been returned within the timescales given and all requested procedures have been followed. We do stress that when returning an item, it is strongly recommended that you obtain proof of collection of posting. We cannot accept responsibility for parcels or furniture lost/damaged in transit and can only refund or offer a credit note once the item is received back to us in perfect condition within 7 days.

In case we've made a mistake and the item which has been delivered does not match your order please contact us on 0116 326 6720 or at sales@theorchardhomeandgifts.com within two working days. Our team will arrange a collection of the incorrect item and the immediate dispatch of your correct item. 

In the rare instances, where despite our best efforts your item has been damaged in transit, please contact us within one working day on 0116 326 6720, or at sales@theorchardhomeandgifts.com, including a photo of the damaged item. A photo of the damaged items assists in speeding up the return and exchange process and allows The Orchard to claim compensation with the delivery company. 

We will require you to take care of the item after you have taken delivery of it until it is collected, as it might be necessary to return it to the manufacturer. 
Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return. 
Once received, the items will be checked and our customer services will contact you to discuss a possible replacement or full refund. 
We are unable to give refunds for damaged items not notified within 72 hours.