Refund policy

At Orchid & Glow, we want you to be happy with your purchase. This policy explains how cancellations, returns, refunds and faulty-item claims are handled. Nothing in this policy affects your statutory rights under applicable Guernsey law.

Changing your mind about an online order

We offer a 14-day cancellation period for eligible online orders. Please tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives or collects the goods.

To cancel, email sales@orchidandglow.com with your name, order number and a clear statement that you wish to cancel. You may also use the downloadable model cancellation form at the end of this policy, although using the form is not compulsory.

If your order has not yet been dispatched or collected, please contact us promptly and we will try to stop it. If the goods have already been dispatched, the return conditions below will apply.

Returning a cancelled order

After notifying us of your cancellation, please return the goods within 14 days. Contact us before sending your return so that we can provide the appropriate return instructions.

Returns should be sent to:

Orchid & Glow
Les Frenes
La Vequesse
St. Martin
Guernsey
GY4 6RZ

You are responsible for the direct cost of returning change-of-mind items. We recommend using a tracked or otherwise appropriate delivery service, as the goods remain your responsibility until they reach us.

Condition of change-of-mind returns

You may inspect goods in the same way that you reasonably could in a shop. Please return them unused, with all parts and accessories, and in their original packaging where reasonably possible.

• Candles must not have been lit or used.
• Reed diffusers must not have been opened, used or assembled.
• Artificial plants and botanicals must be unused and returned with all supplied parts and packaging where reasonably possible.

We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Items that cannot be returned for a change of mind

Unless they are faulty, damaged, incorrectly supplied or not as described, we cannot accept change-of-mind returns for:

• goods made to your specifications or clearly personalised; or
• any other goods that cannot legally be returned because of their nature or condition.

Faulty, damaged, incorrect or misdescribed items

If an item is faulty, damaged, incorrectly supplied or not as described, please email sales@orchidandglow.com as soon as reasonably possible. Include your order number, a description of the problem and photographs where helpful.

Depending on the circumstances and your applicable rights, we will arrange an appropriate remedy, which may include a refund, repair, replacement or exchange. We will pay or reimburse reasonable return costs when an item is confirmed as faulty, damaged, incorrectly supplied or not as described.

Damage should be reported promptly so that we can investigate it with the delivery provider, but a delay in reporting does not remove any statutory rights you may have.

Refunds

For an eligible change-of-mind cancellation, we will issue the refund no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that the goods have been sent back. If no goods were supplied, we will refund you within 14 days after being informed of the cancellation.

Refunds will be made to the original payment method unless expressly agreed otherwise. When the whole order is validly cancelled, we will also refund the standard delivery charge paid for that order. Any additional amount paid for an enhanced or expedited delivery option will not be refunded. If only part of an order is returned, the original delivery charge will not normally be refunded.

Approved refunds can take additional time to appear in your account depending on your bank or payment provider.

Exchanges

If you would prefer an exchange, please contact us. Exchanges are subject to product availability. If the requested replacement is unavailable, we will discuss the available alternatives or provide any refund that is due.

Model cancellation form

You may use this form to cancel an eligible online order:

Download the Model Cancellation Form (PDF)

Contact us

Email: sales@orchidandglow.com
Address: Orchid & Glow, Les Frenes, La Vequesse, St. Martin, Guernsey, GY4 6RZ

Last updated: 30 July 2026