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We believe that as Orange Tree customers you have the right to be heard and listened to. If anything has not met your expectations please let us know:
Email firstname.lastname@example.org, phone: +44 (0)1392 876688 or fax: +44 (0)1392 878277 and we’ll get straight onto it.
We hope you will be pleased with your purchase. Should you wish to return anything purchased from us, we will be happy to refund or exchange a product. You must notify us within 14 working days (starting from the day after you receive your goods) of any return and returns must be made within 21 days in original, undamaged packaging wherever possible. You will be refunded (where applicable) the full purchase price including shipping costs but you will be responsible for the return shipping costs to Orange Tree if the goods are not faulty.
Please be aware that under the Distance Selling Regulations you are under a statutory duty throughout the period of cancellation to retain possession and take reasonable care of the goods.
Faulty goods or goods damaged during transit will be replaced or refunded without charge to you but we kindly ask that you advise us as soon as practicable.
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on perishable goods. For reasons of hygiene & safety we ask that if you are returning unwanted earrings, that they have not been worn. And for the same reason when returning skincare products or cosmetics that, wherever possible, the items are unopened and in original packaging.
Cancellation of orders of bespoke products
Should you wish to cancel your order of any bespoke or made to order product for any reason, as it is by no means certain that we will be able to sell this product on, we will charge you a cancellation charge of 20% of the full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.
None of the conditions mentioned affect your statutory rights.
All items that are in stock in our warehouse are usually dispatched within 2-3 working days. In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives.
Standard delivery to mainland UK addresses is £3.50 on orders under £50 and FREE on all other orders unless otherwise stated on the product page.
A white glove delivery service is available for furniture and large / heavy items and will be charged on an individual basis.
Deliveries to non UK mainland addresses will be charged on an individual basis.
Please note the above prices include VAT.
In the event that a product is listed at an incorrect price due to an error in pricing, we reserve the right to change the price when necessary and refuse or cancel any orders placed for that item, even when the order has been confirmed and your credit/debit card charged. If your credit/debit card has already been charged for the purchase and your order is cancelled, we shall issue a credit to your card account.
Every care has been taken to ensure description and specifications are correct. In some circumstances products may vary slightly due to their manufacturing process. Please be aware if ordering leather and wood furniture that both are natural products and will vary from the samples/images provided. Every piece will be unique - leather may have more, or less, markings and wooden furniture will have random grain patterns and varying shades of colour. In wood, knots, splits and blemishes can be naturally prominent and enhance the individuality of each piece.
Orange Tree will hold and process any information which you provide to us on this website in order to facilitate the services which we provide. Orange Tree will not in any other way collate, reproduce or pass on any information given by you to any other third party.
Orange Tree, Darts Farm, Topsham, Devon, EX3 0QH
Registered Company No. 03523398
VAT No. 711979907