Returns & Refunds

Orchira is committed to producing and selling high quality jewellery products, but if for any reason you are not completely satisfied, we are happy to offer a full refund or exchange within 14 days of the order delivery date. Some specific rules regarding refunds of delivery charges and other services may apply.

Returned products are required to be in brand-new condition and include the original, undamaged packaging with all packaging materials, including inserts, boxes, and the blank warranty cards. If we find that the products have not been returned to us in fully resaleable condition, we reserve the right to refuse a refund or deduct up to 25% of the original selling price from the refund amount.

If our products are defective in any way, you may return it within 28 days of delivery for a refund, repair or replacement. Please note that our offer to replace products and/or refund your money does not apply to damage caused by accident, neglect, misuse, dropping, or damage resulting from inappropriate exposure to any kind of destructive or abrasive chemical environments.

Customer satisfaction is our top priority

Every transaction should result in a pleasant, convenient and successful shopping experience. If you are dissatisfied, we are happy to offer a full refund, exchange or replacement for the return of any of our products. To streamline your return, we ask that you please note the following:

  1. Returning under 7-days "cooling off" period If you are unhappy with anything you bought from us, you may cancel and return your order within seven working days following the day on which you receive the order. The returned products must be complete; unworn, unused and with the original box, packing and accessories and, with all original and unused certificates. Orchira will issue a full refund for the price you paid for the products. The total for any return postage, insurance, or customs fees, as well as any unpaid onward delivery charges will be deducted from your refund.
  2. Returning under 14-days Orchira money-back guarantee If for any reason you are unhappy with our product, you can return it to Orchira in its original condition within 14 days of the date you received the products. The products must be returned complete, unworn, unused and with the original box, packing and accessories. Orchira will issue a full refund for the price you paid for the products. The total of the return postage costs and any unpaid onward delivery charges will be deducted from your refund.
  3. Returning under faulty product guarantee If our product is defective, you may return it within 28 days of delivery for a refund, exchange, replacement or repair. The total for the return and onward delivery costs will be deducted from your refund.

Return procedures

Returning your order to Orchira is a simple and a straight forward process:

  1. Sign in into your account and access the Returns Center where you will be given your RMA (Return Merchandise Authorization) number. If you do not have an account please contact customer service and obtain RMA number via email or phone.
  2. Ensure that your return is packed safely and securely, and includes all boxes, tags, manuals, warranty cards, etc., that accompanied it in the original package. Check the original packing slip to make sure you do not forget anything. Please do not write jewellery, pearls, gemstones, gold or any related luxury words on the package in order to protect against possible theft during transportation.
  3. Dispatch for returned products should be pre-paid and sent via insured, signed for, postal method such as Recorded Delivery for tracking/confirmation and insurance purposes. We assume no liability for loss or damage of returned packages and we recommend you purchase insurance from your carrier.
  4. Please dispatch your return to the following address:

    Orchira
    Geddes House
    Kirkton North
    Livingston
    West Lothian
    EH54 6GU
    United Kingdom

Refunds policy

You can expect your refund in the same form of payment originally used for purchase within 30 days of our receiving your return. For example, if you made a purchase using your credit card, we will credit the same credit card you used for the original purchase. Alternatively, we can also credit your account for future purchases at Orchira. Gift certificates are not redeemable for cash and cannot be returned for a cash refund. If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount. This does not affect your statutory rights.

Important limitations

Orchira will only accept returned deliveries after activation of the RMA (Return Merchandise Authorization) number through your online account or via email or phone. Any returned products that are not accompanied by an official Orchira RMA number will be refused and sent back to you at your expense.

Orchira cannot accept returns if they are delivered by hand or via an unauthorized carrier. Orchira experts will inspect the returned contents for any signs of wear or damage before issuing refunds, replacements or credits. You should be aware that once the return process begins you will not be able to cancel any additional contracts you may have with Orchira until the return process is complete. You will be responsible for the costs of returning the product, which will be deducted from your refund unless Orchira delivered the wrong product to you, or if the product is damaged or defective upon arrival.

Your statutory rights

We comply with the the EU Distance Selling (Directive 97/7) as ratified by part of the Consumer Protection (Contracts Concluded by Means of Distance Communications) Regulations 2000. Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within 7 working days following the day on which you receive the products.

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