Refund policy

1. Validity Period for Returns & Exchanges

Return or exchange requests must be made within 30 days from the date you receive the product. After this period, no return or exchange request will be accepted.

2. Return & Exchange Conditions

We accept returns and exchanges in the following cases:

Appearance issue: product damaged, broken, or missing parts.

Quality issue: product has a defect that affects its use or functionality.

Odor or noticeable color difference: product has an odor or a color that differs from the description.

Delivery error: product received does not match the order.

Return or exchange without reason: subject to eligibility conditions.

3. Return Procedure

Contact our customer service by email or phone and provide the order number, proof of payment, the reason for the return, and relevant photos or videos.

Our team will process your request immediately. If the return is approved, we will provide you with the return address.

You must return the product using the return label provided. Once the product is received and verified, the refund will be processed.

4. Exchange Procedure

Contact our customer service by email or phone and provide the order number, proof of payment, the reason for the exchange, and the corresponding photos or videos.

After approval, we will provide the return address.

You must return the product using the provided label.

After receipt and verification, the new product will be shipped within 1–3 business days according to our Shipping Policy.

5. Refund Procedure

The refund will be processed within 1–3 days after confirmation, to the same payment method used (Visa, MasterCard). If there is a delay, please contact us.

6. Shipping Fees

For products with a quality issue, appearance issue, odor, noticeable color difference, or delivery error: return shipping is covered by us.

For returns without reason: return shipping is the customer’s responsibility.

7. Liability Statement

We strive to ensure that all products meet the stated description and quality standards. However, some items may have minor defects related to transportation or storage. Returns and exchanges are limited to the situations mentioned above. Damage caused by improper or accidental use is not covered.

8. Return Label

A return label is provided in the package. If you do not receive it, please contact us immediately.

9. Contact

For any questions or assistance, please contact our customer service using the details below:

Tel: +1 585-727-6061
E-mail: info@ortushome.com
Address: 1191 Walnut St, Ravenswood, West Virginia 26164, United States
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)