Refund policy

1. Refund Policy

Last Updated: [DATE]

In this Refund Policy, "Orchard Hollow," "we," "us," and "our" refer to [LEGAL ENTITY NAME], the operator of [orchard-hollow.com]. This Policy is incorporated into our Terms of Service and applies to purchases made through our website. If anything here conflicts with a more specific written agreement we've made with you, that agreement controls.

Questions at any point: [hello@orchard-hollow.com].

1.1 The 90-Day Promise (First Orders)

We stand behind Orchard Hollow. If you give it a genuine try and it's not for you, tell us within 90 days of delivery and we'll refund what you paid for the product.

To qualify:

  • This applies to your first Orchard Hollow order only.
  • The 90 days starts on the delivery date shown by carrier tracking.
  • One first-order refund per household.
  • You don't need to finish the bottle, and you don't need to send anything back — we'd rather you actually try it than worry about packaging it up.
  • Multi-bottle bundles count as one first purchase; the refund applies to the bundle as a whole.
  • If you choose a replacement or exchange instead of a refund, that closes out the 90-day promise for that order.

What's covered: the price you paid for the product. Shipping charges aren't refunded unless the mistake was ours (wrong item sent, order lost in transit, etc.).

How to claim it:

  1. Email [hello@orchard-hollow.com] with subject line "REFUND REQUEST", your order number, and a line on why it's not working for you.
  2. We reply within 2 business days.
  3. Approved refunds go back to your original payment method, usually within 7 business days of approval. Your bank may take a few extra days to post it.

1.2 Subscription Renewal Refunds

Your first subscription shipment is covered by Section 1.1 above. From the second shipment onward, this section applies instead:

  • Window: 14 days from delivery of that renewal.
  • Handling fee: [$X / none] deducted from the refund, since processing a return on a single renewal item costs more than it's worth — you keep the product either way.
  • Email [hello@orchard-hollow.com], subject "REFUND REQUEST", within the window above.

Refunding a charge and cancelling future renewals are two different things — cancelling stops what's coming next, refunding addresses what's already happened. See Section 3 (Subscriptions) for how to cancel.

1.3 Damaged, Defective, or Wrong Items

Contact us within 14 days of delivery with your order number and a photo of the issue (and the box, if it arrived damaged). We'll send a free replacement or refund the affected item — your choice, no return needed.

1.4 Packages Marked "Delivered" but Missing

Before reaching out, please:

  1. Wait 48 hours — late scans happen.
  2. Check with neighbours/household members and common drop spots.
  3. File a trace request with the carrier.
  4. Email us with what you've found. We'll work with you in good faith on a replacement or refund where it's warranted; we may decline on accounts with a pattern of repeated claims at the same address.

1.5 Lost or Delayed Packages

If tracking shows no movement for 7 business days, email us your order number and we'll chase it with the carrier. Claims must be raised within 30 days of the estimated delivery date — most carriers won't trace beyond that window.

1.6 Chargebacks

If something looks wrong with a charge, email us first — we can usually fix it faster than a bank dispute can. Filing a chargeback before contacting us may delay resolution and can result in your account or subscription being paused. We'll dispute chargebacks we believe are invalid, and repeated unwarranted chargebacks may result in account termination.

1.7 International Orders & Customs

We ship worldwide. For orders outside [HOME COUNTRY], you're responsible for any import duties, taxes, or customs fees charged by your country — these aren't included in our prices and aren't refundable by us if applied. Refund and replacement timelines for international orders may run longer due to cross-border transit and customs processing.

1.8 Authorized Channels Only

Refunds, replacements, and warranty support apply only to orders placed directly through [orchard-hollow.com] (and any storefront we've explicitly designated as authorized, e.g. on Amazon). We can't verify the condition or authenticity of product bought through unauthorized resellers and can't offer support for it.

1.9 How to Reach Us