At Orchid Spare Parts, we are committed to providing high-quality cigarette and tobacco machinery spare parts. Due to the specialized nature of our products, returns and refunds are subject to the following terms:
- Eligibility for Returns
- Returns are only accepted for items that are:
- Damaged during shipping
- Incorrectly supplied (wrong item or quantity)
- Defective due to manufacturing faults
- The item must be unused, in original packaging, and returned within 14 days of delivery.
- Custom-made, special-order, or clearance items cannot be returned unless defective.
- Return Process
- Contact our customer service team at info@orchidspareparts.com or call +971 58 588 5098 within 7 days of receiving your order.
- Provide:
- Order number
- Description of the issue
- Photographs of the product and packaging (if damaged or incorrect)
- Our team will review and issue a Return Authorization (RA) if eligible.
- Shipping for Returns
- Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
- Returned items must be securely packaged to prevent further damage in transit.
- We recommend using a trackable shipping service.
- Refunds & Replacements
- Once we receive and inspect the returned item, we will:
- Issue a replacement (if available), or
- Process a refund to your original payment method within 7–10 business days.
- Shipping fees are non-refundable unless the return is due to our error.
- Cancellation Policy
Orders can be canceled before they are shipped. Once shipped, cancellation is not possible and the customer must apply for a return after receiving the product.
- Exceptions
- Products damaged due to improper installation, misuse, or modifications are not eligible for return or refund.
- Wear-and-tear parts (e.g., suction bands, garniture tapes) are non-returnable unless defective upon arrival.
- Contact Us
If you have any questions about our return policy, please contact:
info@orchidspareparts.com
+971 58 588 5098