Returns Policy

Last Updated April 11th 2024 Policy Summary We accept returns when an item arrives damaged or when we’ve sent an incorrect item. This must be reported within 14 days using our online form. We accept returns for change of heart. You have 14 days to claim your return using our online form. TABLE OF CONTENTS 1.RETURN TERMS 2.RETURNS PROCESS AND CHARGE: CHANGE OF HEART 3.RETURNS PROCESS AND CHARGE: DEFECTIVE, DAMAGED GOODS OR INCORRECT ITEM 4.NON-DELIVERIES 5.CHANGES TO THE RETURN POLICY 1.Return Term -All refunds will be processed via your original payment method within 10 business days once the item has been received in our warehouse. -All returns must be in the original packaging and in the original condition or extra charges may apply. -All items must be in the same condition as it was received. -All returns must be submitted with complete evidence and information using the returns form on our website, within 14 days of your delivery for defective goods or incorrect item returns, and 14 days for change of heart. We do not consider evidence submitted outside the agreed deadlines. -Returns submitted over emails are not entertained. -Incorrect and incomplete notified returns may not be processed. -If a returned item requires redelivering this will incur additional handling and delivery charges 2.Returns Process and Charge: Change of heart We offer our customers returns within 14 days of your order being delivered. It is the customers responsibility to return the item back to us at the following address, only after the customer has received an email from us confirming and accepting the return: Hall Farm, Kirton Road, Egmanton, Newark, Nottinghamshire, NG22 0HG A restocking fee of £10 + VAT will apply. Both your original handling charge and delivery will not be refunded. To Process a Return: Notify us no later than 14 days from the date the item was delivered and all returns must be submitted using the form on our website. You will require the following information to submit your claim: -First and Last name -Email Address -Order Number -Reason for Return We aim to process the request and come back to you within 2 working days. We will process your refund, less the Restocking Fee, once we have received the item back to our warehouse. 3. Returns Process and Charge: Defective, Damaged Goods or Incorrect Item Although we strive to deliver our products safely and securely, we are all aware that it can go wrong. If you receive goods that are faulty or incomplete on arrival, you must notify us within 12 hours of receipt of the item in writing by using the Returns Form on our website. If the fault is verified, we will replace the item within 5 working days at no additional cost to you. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Courier delivery damage is also not covered unless the product is clearly signed for as "damaged" at the point of acceptance by your customer. In the unlikely event of the customer receiving a damaged product, you should notify us in writing by using the Returns Form on our website within 12 hours of receipt of the goods. If the damage is verified, we will replace the item within 5 working days at no additional cost to you. Please note that a condition of the couriers used to transport our items is that all goods be checked on delivery and signed for as damaged if any damage is present. Acceptance of goods without checking indicates acceptance in good condition. No claims will be entertained by our couriers where products are found to be damaged but no damage was noted at the point of delivery. It is important to check thoroughly on delivery and ensure that if the product is damaged in any way that you indicate as such when signing for the item. To process a return: Notify us no later than 14 days from the date the item was delivered and all returns must be submitted using the form on our website. You will require the following information to submit your claim: -First and Last name -Email Address -Order Number -Reason for Return - A description of the defect -A photograph of the defect We aim to process the request and come back to you within 2 working days. If we accept your claim, we will email a prepaid shipping label to be returned via your local parcel shop. Once we have received the returned item, we will offer one of the below options: -Replacement -Refund Please note we do reserve the right to: -Change our decision based on our inspection of the goods once they have been returned to our warehouse. -Charge full price, including the handling and delivery charge on all replacement items should the original item not be returned to us within a set period. 4.Non-deliveries Should our delivery of your order not be successful or rejected: -All further delivery attempts will incur additional charges which will include both the original delivery and the original handling charge for the order. -Should the order be cancelled, and no further delivery attempts be required, you will incur a 10% restocking fee and we will be unable to refund you the original handling and delivery charge. We reserve the right to treat a non-delivery in the same manner as Returns Process should upon inspection we believe that the order has been opened prior to rejecting the delivery. 5.Changes to the return policy ORA Homeware reserves the right to modify or update this return policy at any time. Changes will be effective immediately upon posting to the website. If you have any questions or concerns regarding our return policy, please contact our customer service team at ORAHomeware@gmail.com. Thank you for choosing ORA Homeware. We appreciate your business.