Refund policy

At Orellan, we want every furniture and lighting order to arrive in good condition and meet the product information shown on our website. If an issue occurs, our customer service team will review the circumstances and provide an appropriate resolution in accordance with this policy.

1. 30-Day Return Period

Eligible return requests must be submitted within 30 calendar days of the delivery date shown in the carrier’s tracking records.

Return requests submitted more than 30 calendar days after delivery may not be accepted.

All returns require prior approval from Orellan. Please do not send an item back before receiving return authorization and the applicable return instructions.

2. Return Eligibility

To qualify for a return, an item must generally meet all of the following conditions:

The return request is submitted within 30 calendar days of delivery.
The item is unused, uninstalled, unmodified, and free from damage caused after delivery.
The item is returned in its original packaging.
All protective materials, inserts, hardware, accessories, components, and instruction materials are included.
The item is in a condition suitable for inspection and resale.

Items showing signs of use, installation, wiring, assembly, modification, improper handling, or customer-caused damage may not qualify for return.

Orellan reserves the right to inspect returned items before approving a refund.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If an item arrives damaged, defective, incomplete, or different from the item ordered, contact support@orellan.com within 48 hours of delivery whenever possible.

Your message should include:

Your order number
A description of the issue
Clear photographs or video of the affected item
Photographs of the exterior and interior packaging
A photograph of the shipping label
Photographs of any visible damage noted at delivery

Please keep the item and all original packaging until our customer service team has reviewed the claim.

After the issue has been verified, Orellan may provide, as appropriate:

Replacement parts
A replacement item
Repair assistance
A partial refund
A full refund

For verified damage, defects, or incorrect items caused before delivery, Orellan will cover the approved return or replacement shipping costs.

The 15% restocking fee does not apply to approved returns involving verified damage, manufacturing defects, missing parts, or incorrect items.

4. Change-of-Mind Returns

Returns requested for reasons unrelated to product damage, defects, or fulfillment errors are considered change-of-mind returns.

Examples include:

The item no longer suits the customer’s preferences
The color or finish does not match the customer’s room
The item does not fit the intended space
The customer ordered the wrong size, style, quantity, or configuration
The customer no longer needs the item

For approved change-of-mind returns:

The customer is responsible for return shipping costs.
Original shipping charges and optional delivery service fees are non-refundable.
The returned item must satisfy all eligibility requirements outlined in this policy.

Return shipping costs for large furniture, oversized lighting, and freight-delivered items may be significant. Customers should review product dimensions, finishes, access paths, doorways, stairways, elevators, and installation requirements before placing an order.

If Orellan arranges the return freight service on the customer’s behalf, the applicable return shipping charge will be disclosed before the return is finalized and deducted from the refund.

5. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

Items marked “Final Sale,” “Clearance,” or “Non-Returnable” before purchase
Custom-made, customized, personalized, or made-to-order items after production has started
Items that have been installed, wired, mounted, assembled, used, altered, refinished, or modified
Items returned without the original packaging
Items missing hardware, accessories, components, or instruction materials
Items damaged through misuse, improper care, incorrect assembly, improper installation, or customer handling
Items damaged during return transportation because they were not properly packaged
Gift cards or other non-physical products, where applicable

The return eligibility of an item will be determined based on its condition, product type, and the reason for return.

6. Return Authorization

All returns must be approved in advance by Orellan.

Do not return an item to the address shown on the original shipping label. The original shipping location may be a carrier facility, fulfillment center, supplier location, or outbound warehouse that is not authorized to process returns.

Returns sent without prior authorization may be refused, delayed, or returned to the sender.

How to Request a Return

Email support@orellan.com and include:

Your full name
Order number
Product name
Reason for the return
Photographs of the item and packaging
Any additional information requested by our support team

If the return is approved, Orellan will provide:

A Return Merchandise Authorization number
The approved return address
Packaging instructions
Return shipping instructions
Any applicable return shipping or restocking charges

The Return Merchandise Authorization number should be clearly included with the returned shipment.

7. Approved Return Address

Approved returns may be directed to the following U.S. return facility:

Orellan Returns
160 Southcreek Parkway
Romeoville, IL 60446
United States

Do not ship a return to this address until you have received written approval and return instructions from Orellan.

Depending on the product, shipment origin, size, and carrier requirements, Orellan may provide a different authorized return location. Customers must use the return address stated in the return authorization email.

8. Oversized and Freight Returns

Large furniture and oversized items may require coordinated freight pickup.

For approved freight returns:

The item must remain properly protected and packaged.
The customer must make the item accessible for the scheduled pickup.
An adult may be required to be present during the pickup window.
The freight carrier may require the item to be secured to a pallet or placed in its original crate or carton.
Pickup availability and service levels may vary by location.

For change-of-mind returns, the approved freight return cost is the customer’s responsibility and may be deducted from the refund.

For verified damage, defects, or incorrect items, Orellan will arrange or reimburse the approved return transportation as applicable.

9. Return Inspection

After an approved return is delivered to the authorized return facility, it will generally be inspected within 3–5 business days.

The inspection may verify:

Product condition
Packaging condition
Completeness of components and accessories
Signs of installation, assembly, use, modification, or damage
Whether the returned item matches the approved return request

If the item does not meet the approved return conditions, Orellan may reduce or deny the refund. We will contact the customer if additional information is needed.

10. Refunds

Once the returned item has been received, inspected, and approved, the eligible refund will be issued to the original payment method.

For approved change-of-mind returns, the refund may be reduced by:

Return shipping costs
Non-refundable original shipping or delivery upgrade charges
Costs related to missing parts or customer-caused damage, where applicable

Approved refunds are generally initiated within 3–5 business days after the return inspection is completed.

After the refund is issued, banks and payment providers may require an additional 5–10 business days to post the funds to the customer’s account.

Actual posting times depend on the financial institution and payment method.

11. Exchanges and Replacement Parts

Orellan may offer replacement parts or a replacement item when this is a suitable resolution for a verified issue.

Direct exchanges are subject to product availability. If a replacement item is unavailable, we may issue an approved refund or provide another reasonable resolution.

Customers should not dispose of damaged products, components, or packaging unless instructed to do so by Orellan.

12. Order Cancellations

To request an order cancellation, contact support@orellan.com as soon as possible.

Before Shipment

An order may be canceled for a full refund if the cancellation request is received and approved before the order has entered irreversible production, final preparation, or carrier pickup.

Cancellation is not guaranteed until Orellan confirms it in writing.

Custom-made, personalized, or made-to-order items may not be canceled after production has started.

After Shipment

Once an order has been transferred to the carrier, it generally cannot be canceled.

If the shipment is already in transit, the customer should accept delivery and request a return in accordance with this policy.

Refusing a shipment without prior authorization may result in return freight charges, storage charges, redelivery charges, or other carrier fees being deducted from the refund.