Returns and Refunds Policy
This Returns and Refunds Policy governs the procedure for returning goods and receiving refunds for products purchased from the Old Red Country House (ORCH) online store.
We strive to offer fair and transparent conditions for our customers while taking into account the specific nature of physical products, including exclusive and handcrafted items.
- General Provisions
1.1. This Policy applies to all orders placed through the ORCH website unless otherwise expressly stated.
1.2. By placing an order, the customer confirms acceptance of this Policy.
1.3. The provisions of this Policy apply in addition to the Terms and Conditions.
- Returnable and Non-Returnable Items
2.1. Returns are possible for standard products, provided that the conditions set out below are met.
2.2. Returns are not accepted for the following categories:
- items made to order or personalized;
- items showing signs of use, assembly, installation, or operation;
- items damaged after receipt by the customer.
2.3. All our products are made from natural wood, without the use of industrial machines or templates. Each wood species and even each individual board has its own characteristics. As a result, products may contain knots, small chips, warping, unevenness, and other minor imperfections. Products made from natural wood may have natural variations in texture, color, and wood grain. Such characteristics are not considered defects and do not constitute grounds for return.
- Return Period and Initiation
3.1. A return request must be submitted within 14 calendar days from the date of receipt of the product, unless otherwise agreed individually.
3.2. To initiate a return, the customer must contact us by email and provide:
- the order number;
- a description of the reason for the return;
- photographs of the product and packaging (in case of damage).
3.3. Returns made without prior approval may be refused.
- Conditions for Returning Goods
4.1. The product must be returned:
- in its original condition;
- without signs of use;
- in the original or equivalent protective packaging.
4.2. The customer is responsible for proper packaging of the product when returning it. Damage incurred during return shipping may result in refusal of a refund.
4.3. Return shipping costs are borne by the customer unless otherwise agreed. Import taxes, duties, and fees charged to us as the recipient by customs authorities or postal services may also be deducted from the refund amount.
- Shipping Damage and Defects
5.1. If the product was damaged during delivery, the customer must document the damage at the time of receipt in accordance with the carrier’s rules.
5.2. Claims for shipping damage are accepted only if supported by:
- photo and/or video evidence of the damage;
- confirmation from the carrier (report, note, or similar document).
5.3. In such cases, we will cooperate with the carrier and offer one of the following solutions:
- replacement of the product;
- refund;
- partial compensation.
- Refunds
6.1. Refunds are issued after the returned product has been received and inspected, or after confirmation of an insured shipping claim by the carrier.
6.2. Refunds are made using the same payment method used for the purchase, unless otherwise agreed.
6.3. The refund processing time may take up to 10–14 business days, depending on the payment provider.
6.4. Shipping costs, taxes, customs duties, and other additional charges are non-refundable.
- Chargebacks and Disputes
7.1. We strongly recommend contacting us directly before initiating a chargeback or dispute through a payment system.
7.2. Unjustified chargebacks may result in refusal of future service.
7.3. All disputes are intended to be resolved through mutual negotiation.
- Final Provisions
8.1. The Company reserves the right to amend this Policy without prior notice.
8.2. The current version of this Policy is always available on the ORCH website.