Refund policy
At OrchiSphere, every piece is made by hand, one at a time, with a particular orchid in mind. Small variations in form, colour, glaze and texture are part of what makes each piece unique.
We want your OrchiSphere piece to arrive safely and become something you truly enjoy. If something isn't quite right, we're here to help.
Your Satisfaction Matters
We accept returns of eligible, unused pieces within 14 days of delivery.
To begin a return, please contact us at orchisphere@outlook.com within 14 days of receiving your order. Include your order number and a brief description of your request.
Please wait for return instructions before sending anything back.
Returned pieces must be unused, unaltered and in their original condition. Items that have been planted, modified, damaged or otherwise used may not be eligible for return.
One-of-a-Kind Pieces
Many OrchiSphere creations are one of a kind. Once a piece finds its home, there may never be another exactly like it.
For this reason, we generally do not offer direct exchanges. If you would like a different piece, an eligible return may be made according to the policy above, and a new order can be placed for your preferred piece.
When a one-of-a-kind piece needs to be replaced because of damage or a defect, an identical replacement may not be possible. In these cases, we'll work with you to find the fairest solution, which may include a comparable piece, repair or refund.
Arrived Damaged?
Ceramics are delicate, and even the most carefully packed parcel can occasionally have a difficult journey.
If your piece arrives damaged, please contact us within 48 hours of delivery.
Please send us:
- Your order number
- Photos of the damaged piece
- Photos of the outside of the shipping box
- Photos of the internal packaging
Please keep the damaged piece and all packaging until we've had an opportunity to review the situation.
Depending on the circumstances, we'll arrange a replacement, repair or refund. Because many of our pieces are one of a kind, an identical replacement may not always be available.
Handmade Means Unique
No two handmade ceramic pieces are exactly alike.
Subtle variations in:
- Shape and dimensions
- Glaze colour
- Surface texture
- Speckling
- Colour variation
- Small handmade marks
are natural characteristics of the making process.
These details are not considered defects — they are part of the individuality and character of an OrchiSphere piece.
Colours may also appear slightly different depending on lighting, photography and your screen.
Clearance & Imperfect Pieces
Some OrchiSphere pieces are offered at a reduced price because they have small imperfections or variations that are clearly described in their product listing.
These pieces remain fully functional and are offered for those who appreciate the beauty of handmade objects with a little extra character.
Purchasing a clearance or imperfect piece means accepting the imperfections described in the listing.
Items specifically marked Final Sale are not eligible for return or exchange, except where required by applicable law.
Custom & Made-to-Order Pieces
Custom, personalized and made-to-order pieces are created especially for you and therefore cannot generally be returned simply because you have changed your mind.
If your custom piece arrives damaged, defective or substantially different from what was agreed upon, please contact us and we'll work with you toward an appropriate solution.
If you need to cancel a custom order, please contact us as soon as possible. Once work has begun, cancellation may no longer be possible.
Return Shipping
For a change-of-mind return, return shipping is the responsibility of the customer.
Original shipping charges are generally non-refundable.
We recommend using a tracked shipping service and keeping your proof of shipment. OrchiSphere cannot be responsible for parcels lost or damaged while being returned.
If an item is returned because we sent the wrong piece or because of an eligible defect, we will cover reasonable return shipping costs.
International Orders
For international orders, the recipient is responsible for any applicable customs duties, import taxes, brokerage fees or other charges imposed by the destination country.
These charges are outside OrchiSphere's control.
If an international parcel is refused, unclaimed or returned because of an incorrect or incomplete address, additional shipping or handling charges may apply.
Orchid Plants & Growing Conditions
OrchiSphere creates vessels and accessories for orchids and other plants. Unless specifically stated otherwise, plants are not included with your purchase.
Every orchid is different, and growing conditions vary from home to home.
OrchiSphere cannot be responsible for plant health, root damage, transplant shock or loss resulting from the use of an OrchiSphere pot or growing system.
Please choose the pot and growing method appropriate for your particular orchid and growing environment.
Incorrect Addresses
Please review your shipping address carefully before completing your order.
If you notice an error before your order ships, contact us as soon as possible and we'll do our best to correct it.
Once an order has shipped, additional shipping costs may apply if it needs to be redirected or resent because of an incorrect address supplied at checkout.
Lost or Stolen Parcels
We carefully package every order and provide tracking whenever available.
If your tracking shows that a parcel has been delivered but you cannot locate it, please first check with household members, neighbours and the carrier.
We will gladly assist with a carrier investigation where possible. However, OrchiSphere cannot be responsible for parcels that are confirmed as delivered and subsequently lost or stolen.
For higher-value orders, a signature may be required.
Refunds
Once an approved return arrives and has been inspected, we will process the refund to the original payment method.
Your payment provider may require additional time before the refund appears in your account.
Original shipping charges are generally non-refundable for change-of-mind returns.
A Note From OrchiSphere
We are a small, independent studio, and every piece that leaves our hands has been made, inspected and packed with care.
If something isn't right with your order, please reach out before opening a dispute or chargeback. We'd much rather hear from you and have the opportunity to make things right.
We'll always approach each situation with care, fairness and a genuine desire to find a good solution.
Questions?
OrchiSphere
orchisphere@outlook.com
We're always happy to help.