Refund policy

Last updated: 15 September 2026

This policy applies to all purchases made at orchard-hollow.com. Orchard Hollow is a trading name of Cresva Commerce Group Limited, a company registered in England and Wales (company number 16907083), with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. In this policy, "Orchard Hollow", "we" and "us" refer to Cresva Commerce Group Limited. This policy forms part of our Terms of Service.

Questions at any time: hello@orchard-hollow.com

1. Standard Returns (All Orders)

You can return any unopened product in its original packaging within 30 days of delivery for a full refund or an exchange.

  • Return shipping is free. Email us and we'll send you a prepaid return label to download and print.
  • No restocking fees.
  • Exchanges are welcome. Tell us which product you'd like instead, and we'll send it once your return is on its way back to us.
  • Refunds are processed within 7 days of us receiving your return, to your original payment method. Your bank may take a few extra days to show it.

How to start a return:

  1. Email hello@orchard-hollow.com with the subject line "RETURN REQUEST" and your order number, and tell us whether you'd like a refund or an exchange.
  2. We'll reply within 2 business days with your free return label and instructions.
  3. Pack the unopened item securely, attach the label, and drop it off with the carrier.

Returns must be posted within 30 days of delivery. The 30 days start on the delivery date shown by carrier tracking.

Please don't send returns to our registered office. Always use the prepaid label we email you, which is addressed to our returns centre.

Opened products: for hygiene and safety reasons, we can't accept returns of skincare, beauty or supplement products once the seal has been broken. This doesn't apply to damaged or faulty items (see Section 4). First-time customers are also covered by our 90-Day Promise below.

2. The 90-Day Promise (First Orders)

We stand behind our products. If it's your first Orchard Hollow order and you give it a genuine try but it's not for you, tell us within 90 days of delivery and we'll refund what you paid for the product. You don't need to send anything back, even if it's opened.

  • Applies to your first order only, with one first-order refund per household.
  • The 90 days start on the delivery date shown by carrier tracking.
  • Bundles count as one first order, and the refund covers the bundle as a whole.
  • If you choose an exchange or replacement instead of a refund, the promise ends for that order.
  • Original shipping charges aren't refunded unless we made a mistake, for example if a wrong item was sent or the order was lost in transit.

How to claim: email hello@orchard-hollow.com with the subject line "90-DAY PROMISE", your order number, and a short note on why it didn't work for you. We reply within 2 business days, and approved refunds are processed within 7 days of approval.

3. Subscription Orders

Your first subscription delivery is covered by the 90-Day Promise (Section 2) and Standard Returns (Section 1).

Later subscription deliveries are covered by Standard Returns (Section 1). You can return unopened items within 30 days of delivery with a free return label, for a full refund or an exchange.

Refunding a delivery and cancelling your subscription are separate things. Cancelling stops future deliveries, while a refund covers a delivery you've already received. You can cancel at any time from your account or by emailing us, and the cancellation takes effect before your next billing date. See our Terms of Service for full subscription terms.

4. Damaged, Faulty or Wrong Items

If your order arrives damaged or faulty, or you receive the wrong item, email us with your order number and a photo of the issue. If the parcel arrived damaged, include a photo of the packaging too. We'll send a free replacement or a full refund for the affected item, whichever you prefer. You won't need to return it.

Please contact us as soon as you notice the problem. This doesn't limit your legal rights regarding faulty goods (see Section 10).

5. Packages Marked "Delivered" but Missing

Before contacting us, please:

  1. Wait 48 hours, because carriers sometimes scan parcels as delivered early.
  2. Check with neighbours, household members, and any safe-place or drop-off points.
  3. Contact the carrier to ask about the delivery.

Then email us with your order number and what you've found. We'll work with you in good faith on a replacement or refund where it's warranted. We may decline claims from accounts with a pattern of repeated missing-parcel claims at the same address.

6. Lost or Delayed Packages

If tracking shows no movement for 7 business days, email us your order number and we'll chase the carrier. Please raise lost-parcel claims within 30 days of the estimated delivery date, because most carriers won't trace a parcel after that.

7. International Orders

For orders delivered outside the United Kingdom, you're responsible for any import duties, taxes or customs fees your country charges. These aren't included in our prices, and we can't refund them. Free return labels, refunds and exchanges work the same way for international orders, though transit times may be longer.

8. Chargebacks

If something looks wrong with a charge, please email us first, because we can usually sort it out faster than a bank dispute. We'll contest chargebacks we believe are invalid, and repeated unwarranted chargebacks may lead to your account or subscription being closed.

9. Where You Bought From

This policy applies to orders placed directly through orchard-hollow.com and through any storefront we've officially authorised. We can't verify the authenticity or condition of products bought from unauthorised resellers, so we can't offer returns or support for them.

10. Your Legal Rights

Nothing in this policy affects your statutory rights. For UK customers, these include the right to cancel most online orders within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and your rights regarding faulty goods under the Consumer Rights Act 2015. The 14-day cancellation right doesn't cover sealed health, hygiene or cosmetic products that have been unsealed after delivery. Customers outside the UK keep any additional rights their local law provides.

11. Contact Us

Orchard Hollow, a trading name of Cresva Commerce Group Limited
Company number: 16907083
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: hello@orchard-hollow.com
Hours: Monday to Friday, 9am to 5pm (UK time)