Política de reembolso
We do not accept returns or exchanges for purchased items unless the product received has a product ID deficit, such as a missing item, incorrect item, or inventory discrepancy caused by our fulfillment process.
To report an issue, please contact us at Support@orderlyhome.com within 30 days of receiving your order and provide your order number, proof of purchase, and clear photos or details of the issue.
Product ID Deficit / Missing or Incorrect Product
If your order has a product ID deficit—for example, if you receive the wrong item, an item is missing, or there is a product identification discrepancy—we will review the case and, if confirmed, process a full refund for the affected order or item.
To request assistance, please email Support@orderlyhome.com with the following information:
- Your order number
- A description of the issue
- Photos of the item(s) received, if applicable
Once the issue has been verified, we will notify you of the approval and arrange the full refund accordingly.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong product, so that we can evaluate the issue and make it right.
Non-Returnable Items
As a general rule, all sales are final. In addition, we do not accept returns or refunds for the following items unless there is a verified fulfillment error on our side:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you have any questions about a specific item, please contact us at Support@orderlyhome.com before placing your order.
European Union 14-Day Cooling-Off Period
If your order is shipped within the European Union, you may have the legal right to cancel or return your order within 14 days for any reason and without justification, in accordance with applicable consumer protection laws.
However, this right may not apply to certain exempt items, including personalized goods, perishable items, and sealed products that are not suitable for return for health or hygiene reasons once unsealed. If you wish to exercise this right, please contact us at Support@orderlyhome.com.
Returned items under the EU cooling-off period must be in the same condition in which you received them: unused, with tags, and in their original packaging. You will also need the receipt or proof of purchase.
Refunds
Refunds are not available except in cases where we confirm a product ID deficit, missing item, incorrect item, or another verified order fulfillment error.
If your refund request is approved, the refund will be issued automatically to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at Support@orderlyhome.com.