Return Policy (Returns & Refunds)

We want you to feel confident shopping with Ornate Home. If an item isn’t the right fit, eligible products may be returned within 30 days of delivery, subject to the conditions and fees below.

Quick Summary

• Return window: Request a return within 30 days of delivery.
• RMA required: Returns must be authorized with a Return Merchandise Authorization (RMA).
• Restocking fee: 30% on approved returns.
• Return shipping: Paid by the customer; we can assist with return logistics (estimated $2.50/lb).
• Non-returnable items: Final sale/clearance, special orders, mattresses/bedding, and individual sectional pieces.

1) Return Eligibility (What Can Be Returned)

To be eligible for a return, items must be:

• New, unused, and unassembled
• In original packaging
• Include all accessories, parts, and documentation

If an item is returned used, assembled, missing packaging, or missing parts/accessories, we may deny the return or apply additional deductions based on inspection results.

2) Items Not Eligible for Return

The following are not eligible for return:

• Final sale / clearance items
• Special order items (including backordered items you chose to wait for)
• Mattresses, bedding (and similar sleep products)
• Individual sectional pieces

Tip: If you’re unsure about size or fit, confirm measurements and entryway clearance before ordering. This is a leading cause of returns and refused deliveries across the category.

Personal preference, change of mind, sizing issues, doorway clearance, spatial compatibility, or aesthetic dissatisfaction (“doesn’t fit” or “didn’t like”) do not constitute product defects. Any approved return remains subject to applicable restocking and freight/logistics charges.

3) How to Start a Return (RMA Process)

• Contact us to request an RMA within 30 days of delivery
       - Email: support@ornatehome.com
       - Phone: (844) 955-3399
• If approved, we’ll issue an RMA number and return instructions.
• Once your RMA is issued, you must return the item within 20 days.
• Returns sent without an RMA may be refused.
• Returns or disputes must be submitted through Ornate Home’s support and RMA process first so we can resolve the issue quickly. Unauthorized returns may be refused.

4) Fees, Shipping, and Deductions

Restocking Fee

Approved returns are subject to a 30% restocking fee.

Return Shipping

• Customers are responsible for return shipping costs.
• If you’d like Ornate Home to assist with return logistics, the estimated return shipping cost is $2.50 per pound.
• Shipping and delivery services are considered rendered once an order is dispatched or a delivery attempt is made. Freight, delivery, and logistics charges are non-refundable.
• Ownership and risk of loss transfer to the customer upon delivery or delivery attempt, as evidenced by carrier confirmation or delivery records.

Refused Deliveries, Wrong Address, and “Doesn’t Fit” Returns

Avoid refusing delivery whenever possible—contact us first. Refused or failed deliveries can result in restocking fees, two-way freight costs, and other carrier-related fees.

Additional deductions may apply if:

• The delivery address provided was incorrect or undeliverable
• Delivery was refused without prior coordination
• The item cannot fit into your space or doorways and must be returned
• Parts or accessories are missing from the return packaging

Ornate Home is not responsible for delays or service interruptions caused by carriers, weather events, labor actions, or circumstances beyond reasonable control.

5) Damaged, Defective, or Missing Parts (Not a “Return”)

If your order arrives with damage or missing components:

• Note any visible damage on the delivery receipt when possible, and
• Please report any damage or missing items promptly by submitting the online claim form, including clear photos of the product, packaging, and any affected areas.
• Damage or missing-part claims must be reported within forty-eight (48) hours following delivery. Claims reported after extended use, assembly, or delay may be denied.

In many cases, the fastest solution is to replace parts rather than return the entire item.

Damage, defect, or missing-part reports are handled as service claims and do not automatically qualify as full product returns. Ornate Home’s resolution may include part replacement, repair, or component shipment rather than return authorization.

6) Inspections & Refund Timing

Once the returned item arrives and is inspected:

• Refunds are issued to the original payment method.
• A full refund may not be issued if the item is used, damaged, altered, missing packaging, or returned without an RMA.

Refund timing can vary depending on your financial institution and processing times.

Refund amounts, if approved, are determined based on the condition of the returned merchandise at inspection, including packaging integrity, completeness, signs of use, and resale viability.

All return, inspection, and refund determinations are applied uniformly and consistently across all customers, without exception.

7) Product Images, Colors & Specifications Disclaimer

We do our best to display colors and details accurately, but screen and lighting conditions can vary. Please review dimensions and specifications carefully and reach out before ordering if you need additional confirmation.

If an issue arises, please contact Ornate Home first so we can work toward a resolution through our support and RMA process. If a chargeback is initiated without first providing Ornate Home an opportunity to resolve the matter, Ornate Home may submit documentation to the issuing bank showing policy acceptance, delivery records, and the resolution history.

IMPORTANT NOTICE & ACCEPTANCE OF TERMS

By placing an order with Ornate Home, the customer expressly acknowledges, understands, and agrees to all terms outlined in this Return Policy, Cancellation Policy, and Shipping & Delivery Policies. These policies constitute a binding part of the purchase agreement.

Contact

Ornate Home Customer Support
Phone: (844) 955-3399
Email: support@ornatehome.com