Refund policy

Last updated: October 2026

We want you to shop with peace of mind. That is why you have 30 calendar days from receipt of the product to cancel your order, longer than the right of withdrawal provided by law in the European Union and the United Kingdom. On this page you will find how it works, step by step.

In brief

  • 30 calendar days from receipt to change your mind and return the product (the law provides 14 days in the European Union and in the United Kingdom; we extend it).
  • Product unused and in its packaging.
  • Return costs at your expense, unless the product is defective or non-conforming: in that case they are borne by the Seller.
  • Refund within 14 calendar days of receipt of the return, using the same payment method as the order.
  • Legal guarantee of conformity under the law of your country of residence (at least 2 years in the EU).

1. The right of withdrawal

As a consumer you can cancel the contract without having to explain why. The period of 14 calendar days provided by law in the European Union (Directive 2011/83/EU on consumer rights, as transposed into the law of your country) and in the United Kingdom (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give a cancellation right of 14 days) is extended by us to 30 calendar days, counted from the day you receive the product. We grant the same 30 calendar days to consumers in the other countries we deliver to. If you have ordered several products that are delivered separately, the period starts from receipt of the last one.

The exceptions to the right of withdrawal provided by law remain in force (for example for goods made to your specifications or clearly personalised), where they apply to your order.

2. How to withdraw

  1. Write to us within the 30 calendar days at info@ornawall.com (or on WhatsApp at +33 7 82 21 49 93), stating your order number, your name and the products you want to return.
  2. We confirm receipt of your request and tell you the address to send the return to. Please do not send the parcel before you have received the address, so that it does not get lost. The withdrawal is valid from the moment you tell us about it, whatever our reply.
  3. Send the product, preferably with a tracked service, and keep the proof of postage.
  4. You will receive the refund as described below.

You can cancel the contract online from this page: Cancel your order here.

A clear statement is enough to withdraw. If you prefer, you can use this text:

“To: Shahin Gharbi, 443 rue des Combes, 73000 Chambéry, France, info@ornawall.com. I hereby give notice that I withdraw from my contract of sale of the following goods: ____________. Ordered on ____________, received on ____________. Order number: ____________. Name of consumer: ____________. Address of consumer: ____________. Date: ____________. Signature of consumer (only if this form is notified on paper).”

3. Condition of the returned product

  • Please return the product unused, in its packaging and with everything you received.
  • You may open the packaging and inspect the product to establish its nature, characteristics and functioning, as you would in a shop. If, however, the product has been installed, applied or used beyond what is necessary for that check, you are liable only for any loss in value: the refund may be reduced in proportion, but your right of withdrawal remains valid, as the law provides.
  • Pack the product properly to avoid damage during the return journey.
  • The return must be sent no later than 14 calendar days after you tell us about the withdrawal.

4. Return costs

  • Withdrawal (you have changed your mind): return costs are at your expense.
  • Defective or non-conforming product (for example damaged, different from the product page, incomplete): return costs are borne by the Seller. Write to us with your order number and a few photos of the problem: we will tell you how to proceed.

5. Refund

  • The refund is made without undue delay and, in any case, within 14 calendar days of receipt of the return (or, if earlier, from the day you prove that you have sent it back).
  • It is made using the same payment method as the order (card, PayPal, Apple Pay or Google Pay), at no cost to you.
  • It includes the price of the returned products and, if you withdraw from the whole order, the standard shipping costs paid when you placed the order.
  • We may withhold the refund until we receive the return or, if earlier, until you prove that you have sent it back.
  • Customs, import duties and taxes: The price you pay at checkout is final. If a carrier or customs office ever asks you to pay import duties or taxes on delivery, contact us before paying: we will refund the amount.

6. Legal guarantee of conformity

Regardless of the right of withdrawal, all products have the legal guarantee of conformity provided by the law of your country of residence (at least 2 years from delivery in the European Union). In the United Kingdom, your statutory rights under the Consumer Rights Act 2015 also apply; nothing in this policy affects them. If a product has a lack of conformity, you are entitled to the remedies provided by law. Contact us at info@ornawall.com with your order number and photos.

7. Order not delivered or product unavailable

If the product is no longer available or cannot be delivered within the maximum delivery time for your zone, you can choose between waiting for delivery and a full refund, with no penalties or costs. We never send substitute products without your written agreement. All the details are on the “Shipping and delivery” page.

8. Need help?

Write to us at info@ornawall.com or on WhatsApp at +33 7 82 21 49 93. Always state your order number, so that we can help you faster.