ORNA – Return & Refund Policy

Last Updated: 22 September, 2026

At ORNA, every piece is thoughtfully crafted and carefully inspected before it leaves our studio. Many of our products are handcrafted using traditional techniques and natural materials, making each piece unique.

Subtle variations in texture, colour, finish, carving, hammer marks and detailing are inherent to handcrafted products and are not considered defects.

We want you to shop with confidence. Please read our Return & Refund Policy before placing your order.

1. Returns & Exchanges

ORNA accepts returns or exchanges only in the following circumstances:

• The product is damaged or broken during transit.
• You have received a wrong or different product from what you ordered.
• An item is missing from your order.
• The product has a manufacturing defect.
• The product is materially different from its description or specifications on our website.

For any of the above situations, please contact us within 48 hours of delivery.

Returns due to change of mind, personal preference, colour preference, size preference, or simply not liking the product are not accepted for our handcrafted décor pieces.

2. Damaged Products

Our products are packed carefully to protect them during transit.

If your package arrives visibly damaged, tampered with or opened, we recommend not accepting the delivery and contacting us immediately.

If you accept the package, please record an unboxing video starting from the sealed package and continuing until the product is completely unpacked. This helps us assess any damage that may have occurred during transit.

Any damage claim must be reported within 48 hours of delivery and should include:

• Order number
• Clear photographs of the product
• Clear photographs of the outer packaging
• Unboxing video, wherever available
• A brief description of the issue

Prompt reporting helps ORNA investigate and resolve the issue efficiently. A delay in reporting, or the absence of an unboxing video, does not by itself extinguish any rights or remedies available under applicable law.

3. Wrong or Missing Products

If you receive a product different from what you ordered, or an item is missing from your order, please contact us within 48 hours of delivery.

Once the issue is verified, ORNA will arrange an appropriate replacement, exchange or refund, as applicable.

4. Manufacturing Defects

Every ORNA product undergoes quality inspection before dispatch.

If you believe your product has a manufacturing defect or significant quality issue, please contact us within 48 hours of delivery with photographs or videos clearly showing the concern.

ORNA may request the product to be returned for inspection. If the issue is confirmed to be a manufacturing defect, we will provide an appropriate replacement, exchange or refund, as applicable.

5. Handcrafted Products & Natural Variations

ORNA celebrates the beauty of traditional craftsmanship. Therefore, individual pieces may have slight variations in:

• Texture
• Colour and tone
• Carving and engraving
• Hammer marks
• Finish
• Minor artisan detailing

For brass products, natural changes in colour or the development of patina over time are normal characteristics of brass.

These variations are not considered defects and are part of what makes each ORNA piece unique.

6. Products Not Eligible for Return

The following products are not eligible for return or exchange, except where they are received damaged, defective, incorrect or materially different from their description:

• Customised or personalised products
• Made-to-order products
• Specially commissioned products
• Gift hampers or specially assembled gift sets
• Products purchased under clearance or final-sale offers
• Products that have been used, altered, damaged or modified after delivery
• Products returned without their original packaging and accessories

Any consumer rights available under applicable law in relation to defective, deficient, incorrect or misrepresented products remain unaffected.

7. Condition of Returned Products

For an approved return, the product must be:

• Unused and in its original condition
• Returned in its original packaging
• Accompanied by all accessories, inserts and accompanying materials
• Accompanied by the original invoice/order details, wherever applicable

All approved returns are subject to inspection by ORNA before an exchange or refund is processed.

8. Return Shipping

Where a return is approved because the product was damaged during transit, defective, incorrect or materially different from what was ordered, ORNA will bear the applicable return shipping cost.

For any return accepted by ORNA as an exception for another reason, the applicable return shipping cost may be borne by the customer.

9. Refunds

Once an eligible returned product has been received and inspected, ORNA will notify you regarding the approval or rejection of your refund.

For approved refunds, the refund will generally be made to the original payment method used for the purchase.

ORNA will initiate approved refunds within the applicable period prescribed under law. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

Shipping charges, where separately applicable, may not be refundable unless the return is due to an error or failure attributable to ORNA.

10. Order Cancellation

Orders may be cancelled before dispatch by contacting ORNA as soon as possible with your order number.

Once an order has been dispatched, cancellation may no longer be possible and the order will be governed by this Return & Refund Policy.

For customised, personalised or made-to-order products, cancellation may not be possible once production has commenced.

11. How to Request a Return or Exchange

To raise a return, exchange or damage request, please contact us:

Email: info@ornaindia.com
WhatsApp: +91 99300 02678

Please mention:

Subject: Return/Exchange Request – [Order Number]

Please include your order number, photographs/videos and a brief description of the issue.

Our team will review your request and guide you through the next steps.

12. Product Representation

ORNA makes every effort to photograph and describe its products as accurately as possible.

However, colours may appear slightly different depending on lighting conditions, photography and individual screen settings.

Since our products are handcrafted, no two pieces may be perfectly identical. Such individuality is an inherent part of the craft and is not considered grounds for return.

13. Contact Us

For any questions regarding returns, exchanges or refunds, please contact:

ORNA
Email: info@ornaindia.com
WhatsApp: +91 99300 02678
Website: ornaindia.com

We value the trust you place in ORNA and are committed to ensuring that every piece reaches you with the care and craftsmanship with which it was created.