Refund policy

At Ostraviel, we want customers to understand their options when a furniture purchase needs to be canceled or returned. This policy explains our return eligibility requirements, refund procedures, shipping responsibilities, and the consumer rights that may apply to your purchase.

Our standard commercial return period is 30 days from delivery. Where applicable law provides additional or different rights, those legal requirements take precedence over any conflicting terms in this policy.

Your Right to Withdraw from a Purchase

Where applicable law grants a statutory right of withdrawal, eligible consumers may withdraw from a qualifying distance purchase within the legally prescribed period, which may be 14 days. A consumer exercising an applicable statutory withdrawal right is not required to provide a reason or obtain discretionary approval when the law does not require either.

For goods, the withdrawal period generally begins when the consumer, or a designated person other than the carrier, takes physical possession of the goods. The precise starting date, eligible transactions, exceptions, and procedures depend on the applicable law.

To exercise an applicable withdrawal right, send a clear statement of your decision before the relevant deadline. Where required by law, refunds will include eligible payments and standard delivery charges. Additional charges for a more expensive delivery option selected by the customer may be excluded where legally permitted.

If applicable law permits reimbursement to be withheld until the goods are returned or evidence of return shipment is provided, we may follow that rule. Return shipping costs will be allocated in accordance with applicable law and any cost responsibility properly disclosed before purchase.

A 14-day statutory withdrawal right does not apply universally to all online furniture purchases in the United States. This section applies only where the relevant law grants such a right.

Standard Commercial Returns

For purchases covered by our standard return policy, you may request a return within 30 days after delivery.

To qualify for a standard return, the furniture should be in its original condition, with included parts, accessories, and hardware. Please use the original packaging where reasonably possible and package the item securely to reduce the risk of transportation damage.

Furniture that has been assembled, installed, modified, or used beyond reasonable inspection may not qualify for a voluntary change-of-mind return. Items damaged through improper handling, misuse, or inadequate packaging arranged by the customer may also be ineligible for a standard refund.

Each request will be assessed according to the item's condition, the circumstances of the return, and applicable law. Missing original packaging alone will not automatically eliminate any mandatory consumer rights.

Order Cancellation

Orders that have not yet shipped may be canceled by contacting customer support. Once cancellation is confirmed, we will initiate a full refund of the amount paid for the canceled order.

Orders that have already shipped generally cannot be canceled directly because the carrier may have taken possession of the shipment. Please contact us if you need assistance with an order in transit. If the goods have already been delivered, you may request a return under the applicable terms of this policy or exercise any legal rights available to you.

A cancellation request is not considered complete until the cancellation has been confirmed.

Damaged, Defective, or Incorrect Furniture

If your order arrives damaged, has a manufacturing defect, or contains an item different from what you ordered, please contact us promptly. Include your order number, a description of the issue, and photographs of the product and packaging where available.

We will review the circumstances and explain the available resolution. Depending on the issue and applicable law, a resolution may include a full refund, an appropriate partial refund where legally permissible, free repair, replacement, or another legally required remedy.

We will not charge customers return shipping costs for confirmed damage, defects, or fulfillment errors attributable to us. Please contact us before arranging a return so that suitable shipping instructions can be provided.

Where applicable law grants a right to repair or replacement, our standard no-exchange policy does not remove that right.

Exchanges

We do not offer direct exchanges as a standard commercial service. Furniture may vary by size, finish, color, production batch, and stock availability, so a direct exchange cannot always guarantee the intended result.

If you would prefer a different product, you may request a return and refund for an eligible purchase and place a separate order for the item you want.

This limitation applies only to voluntary commercial exchanges. It does not restrict any statutory right to repair, replacement, refund, or other remedy that applies to defective or nonconforming goods.

How to Request a Return

For a standard commercial return, email our customer support team before shipping the item back.

Please include your order number, the item name, the reason for the request, and any relevant photographs or supporting information. We will review the request based on the order status, the return circumstances, and the applicable return requirements.

If the return qualifies, we will provide instructions for the next steps. Obtain the correct return destination and shipping instructions before dispatching the furniture. Do not assume that the mailing address listed in the contact section is a return facility unless we have specifically confirmed that it accepts returns.

For statutory withdrawal rights or other legally protected remedies, we will follow the procedures and deadlines required by the applicable law. We will not require discretionary approval where the law does not permit such a requirement.

Return Shipping and Fees

For voluntary returns unrelated to defects, shipping damage, or fulfillment errors, the customer is responsible for arranging and paying the direct return shipping costs, subject to applicable law and any required advance disclosure.

We do not provide prepaid return shipping labels for standard voluntary returns. Customers should confirm the return destination before shipping and retain the carrier receipt and tracking information.

For confirmed product defects, shipping damage, or incorrect items attributable to us, we will cover or arrange appropriate return shipping as required by the circumstances and applicable law.

We do not impose a fixed restocking fee or standard return-processing fee under this policy. Any deduction from a refund must be lawful, appropriately disclosed where required, and supported by a valid basis. Costs resulting from our own errors will not be transferred to the customer.

Refunds and Processing Times

For an order canceled before shipment, we will initiate a full refund after cancellation is confirmed.

For an eligible standard return, we will initiate the refund within 1–3 business days after the returned item has been received and any necessary inspection has been completed.

Refunds will be sent to the original payment method. After we initiate the refund, it generally takes an additional 1–5 business days for the funds to appear in the customer's account. The actual posting time depends on the payment provider, card issuer, and financial institution.

The 1–3 business day period refers to our standard refund initiation process. The additional 1–5 business day period is an estimate for the financial institution's posting process. These estimates do not override any mandatory statutory deadline.

The amount refunded will reflect the applicable return circumstances, the amount originally paid, any lawful and properly disclosed deductions, and the consumer's rights under applicable law. Where a statutory withdrawal rule requires a different refund scope or deadline, that rule will apply.

Consumer Protection and Legal Rights

This policy describes our standard commercial procedures and does not waive any mandatory rights available under applicable federal, state, or other relevant law.

The rights available to a customer may depend on the customer's location, the transaction, the product, and the circumstances of the purchase. Where applicable law establishes a withdrawal period, a remedy for defective goods, a response deadline, or a specific refund requirement, we will follow that law.

Nothing in this policy requires a customer to provide a reason for exercising a legally protected right when no reason is required by law. Nothing in this policy excludes free repair, replacement, or other mandatory remedies where the law requires them.