Returns & Cancellations Policy

1. Change-of-Mind Returns

• Period: You may return unused items within 14 calendar days of the date you receive them.
• Condition: Goods must be in a resalable condition: unused, unassembled, clean, in original packaging, and with all labels, accessories and your receipt or dispatch note.
• Exclusions: We cannot accept returns of:
  • Custom-made, personalised or cut-to-length products (e.g. fabric)
  • Perishable plants or food items once dispatched
  • Gift cards or vouchers
  • Sale or clearance items marked “non-returnable” (e.g. clearance or sold as seen)
• Restocking fee: Large-item collections (e.g. furniture, barbecues, garden buildings) may incur an uplift & restocking charge equal to 15 % of the item value or €45, whichever is higher. We will confirm the exact amount before arranging collection.

2. Faulty, Damaged or Not as Described

If your item arrives damaged, faulty, or is not as described, please contact us within 48 hours of delivery (or as soon as the fault appears). Under Irish and EU consumer law you are entitled to repair, replacement or refund. We will cover reasonable return or collection costs for confirmed faults.

3. How to Return

1. Email customerservice@theorchard.ie with:
   • your name & contact number
   • order number / till receipt number
   • item description & reason for return (photos if damaged)
2. Wait for our returns authorisation and, where relevant, collection quote.
3. Send or bring the item to:

Returns Department
The Orchard, Dublin Road, Celbridge, Co. Kildare, W23 C9F9

We recommend an insured, trackable service; the parcel remains your responsibility until it reaches us.

4. Refunds

• Refunds will be processed to the original payment method only within 7 working days after we receive and inspect the item.
• Delivery charges are refunded only where the entire order is returned because it was faulty, damaged or incorrect.

5. Exchanges

Stock-dependent. Let us know in your email if you’d prefer an exchange; we will reserve replacement items for seven days.

6. Order Cancellations

Email customerservice@theorchard.ie or call 01 627 8904 before 17:00 on the day of order. Orders cancelled after dispatch are treated as change-of-mind returns and outward/return delivery costs will be deducted from your refund.

To cancel before dispatch, contact us by 17:00 on the day of order. If cancelled, the return can be treated as a change of mind return and delivery changes will be deducted.