Refund policy

30-day SootheMutt used-product trial

You have 30 days after delivery to try SootheMutt and request a return. Opened and used SootheMutt diffusers and refills are eligible under this trial.

To request a return, email help.orcharm@outlook.com within 30 days of delivery and include your order number. Please return the diffuser, any remaining refill components, and the original packaging if it is reasonably available. Proof of purchase is required.

Do not send a return before it has been authorized. We will provide return instructions and the return address. Unless the item is faulty, damaged, or incorrect, return shipping costs are the customer's responsibility. Original delivery charges are non-refundable except where required by law.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives. Contact us promptly if an item is damaged, faulty, or incorrect so we can review the issue and put it right.

Exceptions

Gift cards cannot be returned. We may refuse a return if the returned package does not contain the purchased product or if the product has been deliberately damaged or misused. This policy does not limit any statutory rights that apply to you.

Exchanges

The quickest way to receive a different item is to return the item you have and place a new order after the return is accepted.

UK and European Union cancellation rights

If you are a consumer in the United Kingdom or European Union, you may also have a legal right to cancel or return an order within 14 days, subject to applicable exceptions. Those rights are separate from and are not reduced by the 30-day SootheMutt trial.

Refunds

We will notify you after we receive and inspect the return. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, email help.orcharm@outlook.com.