Last Updated: 17 November, 2020.

Returns And Refund Policy

YOU HAVE 14 DAYS COOLING OFF PERIOD

You are entitled to a statutory cooling off period of 14 days after the date that the goods are received by you. We advise you to inform us in writing by email during the cooling off period that you are cancelling the order.

CANCELLING YOUR ORDER BEFORE DELIVERY IS PROCESSED

If you have not received the goods at the time of cancellation of the order, and we have not processed the goods for delivery, we will refund to you all the money paid by you for the goods in question including the delivery charges (if any) in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of the cancellation being accepted.

CANCELLING YOUR ORDER AFTER DELIVERY IS PROCESSED

If you have not received the goods at the time of cancellation of the order, but we have processed the goods for delivery, and they are en route, you should reject the goods at point of delivery and do not accept them. In this case a refund will be processed once the goods have been returned back to our warehouse.

CANCELLING YOUR ORDER AFTER PRODUCT IS DELIVERED

If delivery has been made by our courier service, this service will incur charges in excess of our standard delivery charges and we reserve the right to deduct these charges from your refund if your order is cancelled after delivery, dispatched or whilst in transit. We will make the refund in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your cancellation being accepted.

RETURNING YOUR ITEMS

If the goods have been delivered to you before you decide to cancel your contract, we advise that you return the goods to us without delay.

If you would like to return the goods yourself, just let us know and will send you the address of our nearest warehouse to return the goods to. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email and delivery receipt for the goods.

To arrange collection of the unwanted goods please contact us or call 0845 860 5246. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected.

You agree to return the goods in full and Oras also request that you return the packaging with the goods where possible. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

If you decide to return the goods, with your own courier, and we receive the goods damaged whilst in transit, you are responsible for the costs of the damage that has been incurred and a charge will be made for the damage to the goods.

If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned.

TAKING RESPONSIBLE CARE OF THE GOODS

You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.

If you have decided to cancel the order after receiving the items, the goods must be returned to us as soon as possible and in the original packaging. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. We will refund to you all the monies paid by you for the unwanted goods in question, including the original delivery charge if applicable, and excluding the cost of collection if that service has been rendered by us.

The refund will be in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your order being accepted.

Refund will be in full, however if the value of the goods is diminished by any amount as a result of handling of the goods by you beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may recover that amount up to the purchase price directly from you. If the returned goods have not been looked after by you with reasonable care and are not in the condition that they were in when delivered to you, we reserve the right to pursue a claim against you separately.

If you do not return the goods to us we shall be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.

CONDITIONS FOR COLLECTING THE ITEMS

Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:

  • You agree to provide Oras with as much detail as possible of relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc.) in order to help our representative prepare for the collection.
  • You agree to ensure that there is suitable access to the chosen collection location.
  • If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods).
  • You agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (and if possible the original packaging) which are included in the price of the goods being returned .
  • A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods.
  • If you are not personally available to accept delivery of the goods you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own.

REFUNDING YOUR MONEY

We will refund the price you paid for the goods and credit the refund you are due to the credit or debit card that you made payment with. We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

We will make any refunds due to you within 30 days after we have received the goods. In most cases refunds are made within 72 hours after receiving the items.

The terms and conditions apply to all goods purchased from orasonline.com.

YOUR CONSUMER RIGHTS

This returns policy does not take away any statutory rights you may have. For more information contact your local Citizens Advice Bureau.

This returns policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

These terms and conditions shall be regulated by UK Laws and Regulations. In the event of a dispute, the Laws and Regulations of English Law shall govern any actions related to these terms.

ADDITIONAL INFORMATION

Please note all items are sent flat packed unless stated otherwise. Upon receiving your goods we recommend you follow the assembly instructions carefully step by step, as we will not be held liable for damage claims due to incorrect assembly.

Items ordered with assembly service will take additional 7 days to dispatch.

Our delivery teams will ONLY deliver ground floor without a working lift. If the lift is working and the goods can fit in the lift we can deliver to any floor. Any deliveries above ground floor where the lift is NOT working or there is NO LIFT, will can ONLY be deliver to the ground floor.

Due to the high volume of orders at present, our stock numbers are rapidly changing by the day. Therefore we can’t guarantee immediate delivery of your item(s), until our replenishment stock arrives back into our warehouse. If you are unable to wait we would be more than happy to refund you within 3 working days Please email us on admin@orasonline.com for cancellation request.