We understand that plans can change, especially when purchasing furniture for your home. This page is intended to clearly explain how order cancellations are handled, how refund amounts are determined, and what happens after an order is placed.
Because furniture orders involve operational steps such as inventory allocation, vendor confirmation, and delivery planning, cancellation eligibility and refund amounts may vary depending on the stage of the order process. Our goal is to provide full transparency so you can place your order with confidence.
1) Cancellation Window
To request a cancellation, please contact us within 48 hours of placing your order:
- Phone: (844) 955-3399
- Email: support@ornatehome.com
Prompt requests help us stop processing before carrier/vendor steps begin. Once fulfillment or allocation steps have begun, cancellation eligibility may be limited due to operational commitments that cannot be reversed.
2) Order Confirmation & Payment Capture
After you place an order, an Ornate Home team member may contact you to confirm details and verify accuracy. Payment is processed upon your confirmation or 48 hours after the initial transaction, whichever happens first.
Payment capture indicates customer authorization to proceed with order fulfillment, inventory allocation, and related operational processing.
3) Cancellation Fees (How Refund Amounts Are Calculated)
A) Cancel within 24 hours
3% processing fee applies (payment handling costs).
B) Cancel after 24 hours
Refunds depend on fulfillment status:
-
If the order is ready for delivery, in transit, or prepared for shipment
Refund is 70% of the total amount (delivery charges are non-refundable). -
If the order is not yet prepared or shipped
Refund is 97% of the total (if payment has been captured).
Refund amounts reflect non-recoverable operational, payment processing, and fulfillment-related costs incurred at different stages of the order process.
4) Special Cases
Backordered Items = Special Order
Once an order has been released to a carrier or shipped, delivery services and logistics costs are considered rendered, and any approved return is subject to restocking, handling, and reverse logistics expenses.
Orders That Have Already Shipped
Orders that have already shipped are not eligible for cancellation. In these cases, a 30% restocking fee and return shipping charges may apply if a return is approved.
5) Delivery Timing Commitment
If we cannot meet the estimated delivery time:
- If your item is not in transit, we will process a full refund minus a 3% fee.
- If your item is already in transit, a 30% cancellation fee applies.
Delivery dates are estimates provided in good faith and may vary due to carrier scheduling, vendor availability, or logistical factors beyond Ornate Home’s direct control.
6) Refund Processing
Refunds are issued back to the original payment method. Processing time depends on your bank/payment provider.
Once a refund is submitted, posting timelines are controlled by the card issuer or financial institution and are outside Ornate Home’s control.
7) Ornate Home’s Right to Cancel
Ornate Home reserves the right to cancel orders at its discretion (for example, supplier availability, pricing errors, or logistical constraints). In such cases, a full refund is issued.
This right is exercised solely to prevent fulfillment issues or customer impact and is not used arbitrarily or for financial advantage.
Contact
Ornate Home Customer Support
Phone: (844) 955-3399
Email: support@ornatehome.com
