RETURN AND EXCHANGE AND CANCELLATION POLICY
Rejected deliveries for reasons other than visible damage are considered to be non-defective returns. Shipping charges (both to you and back to us) will be deducted from your refund for orders that are canceled after shipping out to you. Please handle product packaging with care, as there may be a 30% restocking fee charged to you if the packaging or the item does not return to us comparable to the condition in which it was shipped out. No returns are allowed on non-defective items. Refunds on non-defective items will equal the purchase price minus a 30% restocking fee, minus the shipping charges that we paid for delivery to you and back to us. These "real" shipping costs are deducted from refunds for non-defective returns. Any order that is changed or canceled while "In Process" is considered to be a non-defective return even if the item is still in transit to you. Once the merchandise has been received in good condition, we are not able to accept returns.
All items with a delivery time greater than 7-10 business days are considered a "special order" item and are non-cancelable once an order has been submitted to us.
All mattress purchases are non-cancellable and non-returnable due to strict health code standards.
Warranty / Product Performance
No warranty is made or intended as to the performance of any item sold. Seller is not responsible for normal wear and tear or personal and or property damage due to the customers. misuse of merchandise. We offer and uphold standard manufacturer warranties on all products Delivered AND Setup by us. For any pickup customers or customers opting to assemble products themselves, we can only offer replacement parts IF available. Service charges may apply. Manufacturer warranties are ONLY applicable in the areas that we service. The customer is responsible for issues, manufacturers, or otherwise, if the product has been moved to a location different than the one where we originally delivered. Refer to the bottom of the site or a store representative so see the areas where we currently service.
Product Colors and Sizes
Due to the nature of fabric and wood, they may be cut at a random match. There is a possibility that patterns may not exactly line up at seamed areas.Orchid Home Design is not responsible for variances in shade or textures due to customer screen settings and or expectations. Finish categories are provided as a general means to assist in narrowing down product choices.Orchid Home Design does not, nor its vendors, guarantee exact finish on any product. If an exact finish is required, please send an email to Sales to request a wood sample, if one is available, before making a purchase. Additionally, all manufacturer measurements are approximate.Orchid Home Design is not liable for variances in construction.
Handling Delivery Issues
Visible shipping damages must be reported immediately! Most of the product being delivered is opened and inspected before being loaded onto a delivery truck. However, based on the item, it may ship with the original packaging. If you see physical damage to the carton or to the item, point it ours to the delivery person. In such a case, contact us at once to make a report and so we can ship out a qualified technician to repair the product and if necessary send a replacement. Please contact us at 888-784-5454. Any issues arising to the customer's property during the delivery process must be noted on the delivery ticket. We are unable to honor any claims made once the delivery team has left the premises.
Please note that our shipping companies are highly trained and all units are shipped fully insured. Our quality assurance team inspects each product at the warehouse to ensure they were received from the factory in perfect condition prior to shipping to our customers. Orchid Home Design can not be held responsible for any damages to the furniture reported after 24 hours.
If you discover concealed shipping damage or missing items from your package after you have signed for it you must notify us immediately. We are not responsible for any missing items if not reported within 24 hours of signing for your shipment.
Shipping and Handling charges for items that are returned for exchange or refund are not refundable. Shipping charges for defective items returned by you the customer are not refundable. It is your responsibility for return shipping and handling costs. We realize that it is not the customer's fault if a product is received defective, but please understand it is not our fault either if a product is defective. We ship the products our distributors & manufacturers supply to us. However, we do offer to share the shipping costs associated with a return replacement. The customer will pay for the return shipping back to Orchid Home Design, and we will ship the replacement at no charge. We cannot offer our low prices and absorb the full cost of handling return shipments. Defective items returnable for a refund will be refunded only the purchase price (less any restocking fee if applicable), the shipping and handling charges are non-refundable.