Warranty and Returns

Brand New In Box phones

Orchard starting selling a small selection of Brand New in Box phones in May 2022. 

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.

Orchard Care Premium Extended Warranty

If you’re worried about accidental damage to your device, or would simply like longer coverage for it, Orchard Care Premium is a great way to get some peace of mind. You can add it to your order at checkout.

Orchard Care Premium is an extended one (1) year warranty that provides repair or replacement coverage, including parts, labour, and shipping, for any problem that arises with your phone. The coverage includes functionality issues and accidental damages. Coverage extends for one (1) full year from your Purchase Date.

Orchard Care Premium covers all costs for one (1) repair or replacement, including shipping and labor, for all functionality issues and accidental damages on your device. If our tech team is unable to repair the phone, Orchard Care Premium will guarantee a replacement.

Orchard Care Premium does not cover lost or stolen devices.

Each Protection Claim is subject to a deductible. The deductible will vary according to the (pre-tax) purchase price of your phone, and whether the phone can be repaired, or will need to be replaced. See following table for breakdown:

You can read the full terms here.

Note: for our customers who bought Orchard Care before March 16th 2018, please see the original terms here.

Orchard’s 90-day warranty

All 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 to cover the cost of postage 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.

Returning your device

The first step is to get in touch with our support team – just give us a call or send us an email! If we can’t resolve your issue remotely, or you’ve simply changed your mind about the phone, we’ll get a return started for you and guide you through the process. 

We’ll ask that you remove your Apple ID or Google and Samsung accounts from the phone. Once that’s done, we’ll pass along a prepaid return label that you can use to send your device back for free within Canada. 

Once we receive your phone, we’ll process your return and repair your phone, issue your refund or send your replacement as soon as possible. We typically process returns within 2-3 business days. 

Please note that in the case of a return for refund for non-functionality related reasons, we will only be able to refund accessories if they are unused and unopened. Screen protectors will not be refunded in these cases.

Warranty on accessories

Accessories returned with a phone must be unopened to receive a refund. Most defective accessories can be refunded within 30 days, and screen protectors within 10 days.

If your accessories are missing or defective, please contact our customer support team for refund or replacement information.

When returning a phone for a refund, unless the phone is defective, used accessories, including screen protectors, will not be refunded.