Cancellation policy

Last updated: 15 September 2026

This policy applies to subscriptions and other recurring purchase options bought 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 and should be read alongside our Refund & Returns Policy.

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

1. How Subscriptions Work

When you choose a subscription at checkout, you agree to receive the selected product at the delivery frequency you chose. Your payment method is charged automatically for each delivery.

  • Your first order is charged at checkout.
  • Each renewal is charged automatically on your billing date, and the order is then dispatched.
  • There's no minimum commitment. You can cancel at any time, including after your first delivery.
  • The subscription price, delivery frequency and any subscription discount are shown at checkout and in your order confirmation email.

2. Reminders and Price Changes

  • We'll email you a reminder before each renewal is charged, so you have time to skip, change or cancel.
  • If the price of your subscription changes, we'll email you at least 14 days before the new price applies. You can cancel before then if you don't want to continue.

3. How to Cancel

You can cancel your subscription at any time in either of these ways:

  1. From your account: log in at orchard-hollow.com, go to your subscriptions, and select Cancel subscription.
  2. By email: send a message to hello@orchard-hollow.com with the subject line "CANCEL SUBSCRIPTION" and the email address used for your order.

We'll confirm your cancellation by email. If you cancel by email, we'll process it within 1 business day.

Timing: to avoid being charged for your next delivery, please cancel before your next billing date. If a renewal has already been charged when your cancellation is processed, that delivery will still be sent. You can then return it under our Standard Returns policy (see Section 6).

4. Skipping, Pausing and Changing Your Subscription

Where available in your account, you can skip a delivery, pause your subscription, change your delivery frequency, or swap products at any time before your next billing date. You can also email us and we'll make the change for you.

5. Failed Payments

If a renewal payment fails, we'll notify you by email and may retry the payment over the following days. If payment still can't be taken, that delivery won't be sent and your subscription may be paused or cancelled. You can update your payment details in your account at any time.

6. Refunds on Subscription Deliveries

Cancelling stops future deliveries. A refund covers a delivery you've already received. The two are handled separately.

  • Your first subscription delivery is covered by our 90-Day Promise and our Standard Returns policy.
  • Later deliveries are covered by our Standard Returns policy. You can return unopened items within 30 days of delivery with a free return label, for a full refund or an exchange.
  • Damaged, faulty or wrong items are replaced or refunded without needing to be returned.

Full details are in our Refund & Returns Policy.

7. Cancellation by Us

We may cancel or pause a subscription if a product is discontinued, if payments repeatedly fail, or if there's misuse of our policies (for example, repeated unwarranted chargebacks). If we cancel, we'll let you know by email. If you've paid for a delivery we can't send, we'll refund it in full.

8. Your Legal Rights

Nothing in this policy affects your statutory rights. For UK customers, these include the right to cancel an online order 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.

9. 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)