Refund policy

Returns & Refunds Policy

Last updated: June 2026

We stand behind the quality of our products and aim to resolve every issue fairly and efficiently. Please read this policy carefully before placing your order.

1. Return Window

Return or exchange requests must be submitted within 30 days of the confirmed delivery date. Requests made after this period will not be accepted.

To initiate a claim, please contact us at info@oranturm.com with your order number and supporting documentation (photos or video clearly showing the issue).

2. Eligible Reasons for Return

We accept return and refund requests only under the following circumstances:

  • Manufacturing defects — including structural cracks, surface delamination, or dimensional non-conformance verified against the order specifications.
  • Shipping damage — goods damaged in transit, subject to the conditions in Section 4.
  • Wrong item shipped — if the product delivered does not match the item or specification confirmed in your order.

3. Non-Eligible Reasons

The following will not be accepted as grounds for return or refund:

  • Color variation — natural variation in tone and texture is inherent to mineral-based materials and is not considered a defect. We strongly recommend requesting a physical sample before placing a large order.
  • Ordering errors — incorrect quantity, size, or product selected by the buyer at the time of order.
  • Change of mind — we do not accept returns based on preference changes after delivery.
  • Improper installation or handling — damage resulting from incorrect storage, cutting, or installation methods.

4. Shipping Damage Claims

If shipping was arranged by us

We will take responsibility for resolving your claim directly. Please document the damage upon receipt (photographs of packaging and product) and notify us within 7 days of delivery. We will arrange a replacement or refund as appropriate after assessment.

If shipping was arranged by you (buyer's freight forwarder)

Responsibility for transit damage lies with the carrier. We will provide full documentation — including packing lists, photos taken prior to dispatch, and any other relevant records — to support your insurance or freight claim. Please notify us promptly so we can assist.

For B2B clients: Risk of loss and damage passes to the buyer upon handover to the agreed carrier unless otherwise specified in your purchase agreement. Please refer to the Incoterms stated on your order confirmation.

5. Custom & Made-to-Order Products

Custom orders — including non-standard dimensions, bespoke textures, or special colorways produced to your specifications — are non-refundable and non-returnable, except in cases of verified manufacturing defects.

If a defect is confirmed on a custom order, we will offer a replacement production run or a partial/full refund at our discretion, based on the nature and extent of the defect.

6. Return Shipping Costs

  • Manufacturing defect confirmed: We will cover all return shipping costs or arrange collection.
  • All other eligible returns: Return shipping costs are the responsibility of the buyer.

7. Refund Process

Once a return is received and inspected, we will notify you of the outcome within 5 business days. Approved refunds will be processed to your original payment method within 10 business days of approval.

8. How to Submit a Claim

Contact us via email at info@oranturm.com or WhatsApp/phone at +86 137 2541 9821 with the following:

  • Order number
  • Description of the issue
  • Clear photographs or video of the affected panels and original packaging

We aim to respond to all claims within 2 business days.

9. EU Consumer Rights

If you are a consumer located in the European Union, you may have additional rights under applicable local consumer protection law, including the EU Consumer Rights Directive (2011/83/EU). Nothing in this policy is intended to limit or exclude any rights you may have under applicable law.