Refund policy

Text version

Last updated September 24, 2026

30 days to return an unused piece. What we accept, what we cannot accept, and who pays.

1. The short version

You have 30 days from delivery to return an unused piece in its original packaging. We refund the price of the item, minus $6.95 for the prepaid return label. If something arrives broken, faulty or wrong, we cover everything and you never pay to send it back.

2. What can be returned

Situation	Accepted	Who pays the return
Unused piece, original packaging, within 30 days	Yes	Customer, $6.95 deducted
Piece broken in transit	Yes, with a photo within 14 days of delivery; nothing to send back	Us
Wrong item or faulty piece	Yes	Us
Dried or preserved stems, once unwrapped	No, they cannot be resold	Not applicable
A set	Yes, as a complete set	Customer, $6.95 deducted
Used piece, or after 30 days	No	Not applicable
Final sale items, marked as such	No	Not applicable

3. How to start a return

Email contact@sorrelhouse.com with your order number and the reason. We reply within one business day with a prepaid label and packing instructions. Please wait for the label before sending anything: unlabeled parcels cannot be matched to an order.

4. Packing a return

Fragile pieces must travel back the way they came: in their original inner box, inside a carton, with padding. A piece that breaks on the way back because it was not packed in its original packaging cannot be refunded, and we will always explain why before we decide.

5. Sets

A set is sold at a set price, so it is returned as a complete set. If one piece of a set arrives broken, we replace that piece alone, free of charge.

6. Refunds

Refunds are issued to the original payment method within five business days of the return reaching us. Your bank then needs three to ten business days. Original shipping is refunded only when the return is our fault.

7. Exchanges and cancellations

We do not process direct exchanges, because they double the transit time: return the piece and place a new order. To cancel, contact us within one hour of ordering and we refund in full. After dispatch, a cancellation is treated as a return.