Last updated: 01 December 2025

Thank you for shopping with Ormau (“Ormau”, “we”, “us”, or “our”). We want every customer to be fully satisfied with their purchase. Because our furniture items are large, made-to-order, and shipped internationally via sea freight, our return and refund procedures differ slightly from standard online stores.

By placing an order on https://ormau.com, you agree to the following Refund & Return Policy.

1. Order Cancellation

All Ormau products begin processing and production shortly after your order is placed. If you need to cancel your order:

• Within 24 hours: You may request a cancellation free of charge.
• After 24 hours: Your order may already be in production. A production or material fee may apply.
• After shipment: Orders cannot be canceled once they have left our warehouse.

To request cancellation, contact us as soon as possible:
🔗 info@ormau.com
🔗 Submit a Support Ticket

2. Return Eligibility

Because our furniture is large, fragile, and shipped through an international logistics process, returns are accepted only under the following conditions:

• The item is unused, unassembled, and in its original condition;
• The item is in its original packaging (including cartons, foam, accessories, and hardware);
• A return request is submitted within the return window (see Section 3).

The following items are NOT eligible for return:

• Used, assembled, or installed furniture;
• Products damaged due to incorrect assembly or improper handling;
• Custom or made-to-order products (most Ormau products fall under this category);
• Products without original packaging;
• Final-sale or clearance items.

3. Return Window

Eligible items may be returned within 7 days of delivery. To start a return, please submit:

• Your order number;
• Photos of the product and packaging;
• A brief explanation of the reason for return.

🔗 Submit a Return Request

4. Return Shipping Costs

For “change of mind” returns (non-defective items), customers are responsible for:

• Return shipping fees (for international freight, these may be substantial);
• Handling and restocking fees depending on the condition of the returned item.

Return shipping for large furniture typically involves freight carriers rather than standard parcel services. Ormau will assist in arranging logistics where possible, and exact costs will be provided upon request.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with:

• Photos or videos showing the issue;
• Photos of the outer packaging;
• Your order number and product name.

After review, we may offer one of the following resolutions depending on the situation:

• Replacement parts;
• A partial refund;
• A replacement item;
• A full refund (in rare cases where repair or replacement is not possible).

We may request additional information for verification. 🔗 Report a Damaged Item

6. Incorrect or Missing Items

If you receive the wrong item or a missing component:

• Do not assemble the item;
• Contact us within 7 days;
• Provide photos and a description of the issue.

We will resolve the issue promptly by shipping replacement parts or correcting the order.

7. Return Process

Once your return request is approved:

• We will provide return instructions and logistics arrangements;
• The item must be securely packed in its original packaging;
• The item must be returned within 10 days after approval.

The item will be inspected once received at our warehouse.

8. Refund Process

After your returned item is received and inspected, a refund will be issued to your original payment method. Refund timeframes:

• Inspection: 3–7 business days;
• Refund processing: 5–10 business days depending on your bank;
• Total estimated refund timeline: 7–17 business days after warehouse confirmation.

Please note: shipping fees, handling fees, and restocking fees (if applicable) may be deducted from your refund.

9. Items Not Eligible for Refund

• Products damaged due to misuse, improper assembly, or unauthorised repairs;
• Products returned without approval;
• Products missing original packaging or accessories;
• Custom-made, special-order, or personalized items.

10. Exchanges

Exchanges may be accepted in certain cases depending on product availability and condition. Customers may be responsible for price differences and shipping costs. Please contact our support team for assistance.

11. Contact Us

If you have questions regarding our Refund & Return Policy or need help with your order, please contact us:

🔗 info@ormau.com
🔗 Submit a Support Ticket
🔗 Help Center