CANCELLATIONS AND REFUNDS
Order Cancellation:
We understand plans can change. If you need to cancel your order, please do so within 48 hours by contacting us at (844) 955-3399 or emailing support@ornatehome.com. Prompt cancellations help us ensure efficient processing.
Order Confirmation and Payment:
Once your order is placed, an Ornate Home team member will reach out to confirm the details and verify accuracy. Payments are processed upon your confirmation or 48 hours after the initial transaction, whichever happens first.
Cancellation Fees:
- Within 24 Hours: A 3% processing fee will apply to cover payment handling costs.
- After 24 Hours:
- For orders ready for delivery, in transit, or already prepared for shipment: A refund of 70% of the total amount will be issued to cover handling and preparation costs. Delivery charges are non-refundable.
- For orders not yet prepared or shipped: Refunds will be issued at 97% of the total (if payment has been captured).
Special Cases:
- Backordered Items: If you opt to wait for a backordered item, the order becomes a “special order” and cannot be canceled.
- Shipped Items: Orders that have already shipped are not eligible for cancellation. A 30% restocking fee and return shipping charges may apply.
Merchant’s Delivery Commitment:
If we are unable to meet the estimated delivery time and your item is not in transit, we will process a full refund minus a 3% fee. If the item is already in transit, a 30% cancellation fee will apply.
Refund Processing:
Refunds are processed back to the original payment method. Processing times may vary based on your financial institution.
RETURNS
We aim to provide furniture that you’ll love. If you’re not completely satisfied with your purchase, eligible items can be returned within 30 days of delivery, subject to the following conditions:
Return Conditions:
- Items must be in new, unused condition, unassembled, and in their original packaging with all accessories included.
- Certain products, such as final sale items, special orders, mattresses, bedding, and individual sectional pieces, are not eligible for returns.
Return Process:
- To initiate a return, contact us at support@ornatehome.com to obtain a Return Merchandise Authorization (RMA) number.
- Once the RMA is issued, items must be returned within 20 days.
Fees and Charges:
- Restocking Fee: A 30% restocking fee applies to all returned items.
- Return Shipping: Customers are responsible for return shipping costs. Ornate Home can assist with return logistics for an estimated fee of $2.50 per pound.
- Additional Charges: Fees may apply for missing parts, refused deliveries, or incorrect addresses provided by the customer.
Refunds for Returned Items:
Refunds will be processed after inspection of the returned items to ensure they meet our return conditions.
- Full refunds may not be issued if the product has been used, damaged, or altered, or if it is returned without original packaging or an RMA number.
- For damages caused during return shipping, customers are encouraged to file a claim with the shipping carrier.
Ownership of Returned Merchandise:
Ownership of returned merchandise reverts to Ornate Home upon refund. Customers are required to return the item in its original condition and facilitate its return. Failure to comply may result in legal action.