Return & Refund Policy

Customer Protection · Orchard Home Interiors

Last updated: 26 August 2026

1. Your Statutory Rights

Under UK law, you have two distinct sets of protection when purchasing furniture, gaming equipment, and office technology from us.

First, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 grant you a 14-day cooling-off period to cancel your order for any reason. This period begins the day after you receive your goods.

Second, the Consumer Rights Act 2015 requires that all goods are of satisfactory quality, fit for purpose, and as described. You have a 30-day short-term right to reject faulty or mis-described goods for a full refund.

Nothing in this policy removes or restricts your statutory rights. If you are in any doubt, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.

2. Change-of-Mind Returns (14-Day Cooling-Off)

You may cancel your order within 14 days of receiving your goods, for any reason or no reason at all.

To exercise your right of cancellation, you must inform us of your decision by a clear statement. You may use the model cancellation form below or contact us directly.

Once you notify us, you have a further 14 days to return the goods to us.

Items must be unused, in original packaging, and in a condition suitable for resale. Gaming chairs, desks, monitors, and peripherals must be factory-sealed where applicable.

You are responsible for the cost of return shipping unless the goods are faulty or we sent the wrong item.

3. Faulty, Damaged, or Incorrect Goods

If your order arrives damaged, defective, or incorrect, you have a 30-day short-term right to reject under the Consumer Rights Act 2015 and receive a full refund.

Please report damage or defects within 48 hours of delivery by emailing photographs and your order number to cs@orchardhomeinteriors.co.uk.

We will arrange collection at no cost to you. All return shipping costs for faulty, damaged, or incorrect goods are covered by Orchard Home Interiors.

4. Non-Returnable Items

The following items are excluded from the 14-day cooling-off right under the Consumer Contracts Regulations:

• Custom-built desks or furniture made to your specification
• Personalised or engraved products
• Sealed hygiene items (e.g. headset earpads, seat cushions) once opened
• Digital downloads or software keys once activated

These exclusions do not affect your rights under the Consumer Rights Act if goods are faulty.

5. How to Return an Item

Step 1: Contact us at cs@orchardhomeinteriors.co.uk or +44 800 051 7694 with your order number and reason for return.

Step 2: Wait for our return confirmation email, which will include return instructions and, if applicable, a prepaid return label (for faulty goods) or return address (for change-of-mind returns).

Step 3: Pack the item securely in its original packaging. Include all accessories, manuals, and cables.

Step 4: Ship the item with tracking. Retain your proof of postage until the return is processed.

Step 5: Once we receive and inspect the item, we will process your refund or replacement within 14 days.

6. Refund Timeframe and Method

We will refund you within 14 days of the day we receive the returned goods, or the day you provide proof of return (e.g. tracked postage receipt), whichever is earlier.

Refunds are issued to the original payment method used at checkout (card, PayPal, Klarna, etc.). No deductions or fees apply for faulty goods. For change-of-mind returns, we may deduct the direct cost of return shipping if you chose not to use our recommended carrier.

If you paid for expedited delivery, we will refund the cost of standard delivery only, unless the goods are faulty.

7. Inspection and Quality Check

All returned items are inspected within three working days of receipt to verify condition and compliance with this policy.

Items returned as faulty that show no defect upon inspection will be returned to you at your expense, or you may request disposal.

8. Exchanges and Replacements

We do not offer direct exchanges. If you wish to exchange an item for a different size, colour, or model, please return the original item for a refund and place a new order.

For faulty goods, we will offer a replacement of the same item or a full refund, at your choice, in accordance with the Consumer Rights Act 2015.

9. Large and Heavy Items

Gaming desks, office chairs, and monitor arms may qualify for free kerbside collection if faulty. Change-of-mind returns for large items may incur a collection fee. Contact us for a quote before arranging return.

10. Warranty and Manufacturer Support

Many of our products carry a manufacturer warranty in addition to your statutory rights. We coordinate warranty claims on your behalf to ensure the fastest resolution.

After the initial 30-day period, defective items may be repaired or replaced under warranty rather than refunded, in line with the Consumer Rights Act repair and replacement remedy.

11. Your Responsibilities

You must inspect your delivery promptly upon arrival and report any visible damage to the courier and to us within 48 hours.

You are responsible for the care of goods during the 14-day cooling-off period. Any diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from your refund.

12. Compliance with UK Consumer Law

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the Digital Markets, Competition and Consumers Act 2024.

All prices displayed on our website are inclusive of 20% VAT. There are no hidden charges.

13. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, you may refer your complaint to an alternative dispute resolution provider. We recommend Retail ADR (retailadr.org.uk) or the Furniture Ombudsman (thefurnitureombudsman.org).

You may also contact your local Trading Standards office or Citizens Advice for independent guidance.

14. Model Cancellation Form

To exercise your right to cancel under the Consumer Contracts Regulations 2013, you may use this form or send us a clear written statement.

To: Orchard Home Interiors, 592A Orchard House, CW8 2DX Northwich, United Kingdom
Email: cs@orchardhomeinteriors.co.uk

I hereby give notice that I cancel my contract for the following goods:
Order number: _______________
Received on: _______________
Name: _______________
Address: _______________
Signature (if posting): _______________
Date: _______________

15. Contact Information