Refund policy

 

Refurbished Devices
All refurbished Orchard phones and iPads are protected by a 90-day warranty for functionality issues or a change of heart, with free returns. No need for a reason beyond “I just don’t like it”, although we always appreciate additional details and our support team is often able to help you resolve any little glitches remotely. Your 90-day warranty starts on the day you receive the phone. 

We’re happy to accommodate returns for repairs, replacements or refunds within that timeframe. Just get in touch with our support team at support@getorchard.com – we’ll discuss the specifics of your return and we’ll work together to find a solution that makes sense to you. Once your device is ready to be returned, we’ll send you a prepaid shipping label or a Return Merchandise Authorization. We’ll cover the cost of return shipping within Canada.

Replacements are subject to availability. If an exact replacement is not available, we’ll do our best to recommend a similar product, or offer repair or refund alternatives.

All products must be returned in the same condition as received. Our 90-day warranty does not cover accidental or physical damage to a device. We cannot accept returns for devices that have been damaged in any way. If you’d like us to assist with an out of warranty repair, we can provide you with a repair quote or local repair recommendations. 

If it looks like your phone was damaged in shipment and the device has signs of physical damage, please send us an email at support@getorchard.com within 2 days of receipt so we can have the carrier investigate immediately. Please keep all the original packaging and avoid setting up the phone. Our team will provide you with further instructions.

Brand New In Box Devices
For Brand New devices, the return window is 14 days if you’ve simply changed your mind about the device. Note that we can only accept this type of return for Brand New devices that are unopened, in their original packaging. 

We offer a 90-day warranty on these brand-new devices for functionality issues only. If you’re experiencing issues with your Brand-New phone within that timeframe, please feel free to get in touch with us and we’ll be happy to help.

We guarantee that these devices are brand-new and sealed in their box, but we cannot guarantee that they are all still under manufacturer warranty, as warranty policies vary by manufacturer.

If a phone is still covered by the manufacturer’s warranty, please keep in mind that manufacturers’ warranties are limited to specific hardware and functionality issues, and do not cover accidental or physical damage to a phone. You can read Apple’s limited warranty terms here for more information.

 

Worried about accidental damages to your Brand New phone? You might be interested in Orchard Care Premium, our extended warranty. You can add it to your order at checkout and read more about it here.