Refund policy
Return and Refund Policy
At OJA Home&Decor, we want you to feel confident in every purchase. If something isn’t right with your order, our team is here to help.
30-Day Returns
You may request a return within 30 days of delivery.
To qualify for a standard return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all original components and accessories.
To start a return, email support@ojadecor.com with your order number and the reason for your return.
Please do not send your item back before contacting us. Our team will provide the appropriate return address and instructions.
There are no separate return shipping charges. We will email you a prepaid return label and instructions. For large or oversized items, the return is arranged individually (see Return Shipping Costs below).
If the item arrived damaged, defective, or incorrect, you pay nothing, and once our inspection confirms the issue (see below), we will replace the item at no cost to you or, if a replacement is not available, you receive a full refund. If you are returning an item because you changed your mind or simply did not like it, you will receive a refund of 80% of the amount you paid.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, has missing parts, is defective, or is different from what you ordered, please contact us within 72 hours of delivery.
Email support@ojadecor.com and include:
- Your order number.
- A description of the issue.
- Clear photographs of the item and any damage.
- Photographs of the original packaging, if available.
Our team will review your request and determine the appropriate solution, which may include a replacement, refund, or another suitable remedy.
Returns for damaged, defective, or incorrect items are subject to inspection.
- If we approve the return, we will arrange collection of the item from you.
- We complete the inspection within 2 weeks of the date the item is collected from you, and often sooner. We then email you the result.
Inspection results:
- Covered: If the inspection confirms a manufacturing defect, damage in transit, or an incorrect item, we will replace the item at no cost to you. If a replacement is not available, you receive a full refund.
- Not covered: Damage or wear that arose after delivery and is not attributable to a manufacturing defect or to shipping, whatever the cause, is not covered as a defect. In that case, we will explain our decision in writing.
The 72-hour reporting period does not waive your rights under applicable law or prevent us from reviewing defects discovered later.
Damage caused by misuse, including use of indoor-only products outdoors, is not considered a product defect.
1-Year Limited Warranty
Every OJA Home&Decor tree is covered for 1 year from the delivery date against defects in materials and workmanship under normal use.
What is covered:
- Structural defects, such as a trunk, pole, or base that fails under normal use.
- Foliage or branches that separate from the structure because of a manufacturing flaw.
- Lighting or electrical components included with the product that stop working.
How to make a claim:
Email support@ojadecor.com with your order number, a description of the issue, and clear photographs or a short video. If the claim is covered, we will provide replacement parts, a replacement item, or a refund, and we cover the shipping costs for the remedy.
What is not covered:
- Damage or wear that arises after delivery and is not caused by a defect in materials or workmanship, whatever the cause.
- Normal wear.
- Gradual color fading from sun exposure.
- Damage from severe weather.
This warranty is in addition to, and does not limit, any rights you have under applicable law.
Non-Returnable Items
The following items are generally not eligible for standard change-of-mind returns:
- Custom-made or personalized products.
- Items that have been used or damaged after delivery.
- Items used for a purpose other than their intended use, including indoor-only products installed, assembled or used outdoors. Each product page states whether an item is for indoor use only or for indoor and outdoor use.
- Gift cards.
These exclusions do not apply where a return or other remedy is required by applicable law, including for defective products.
Return Shipping Costs
Shipping is included in the price of the product, so there is no separate return shipping fee. We will email you a prepaid return label and instructions.
Large or oversized items, including trees delivered by freight carrier, require prior agreement. Contact us before arranging the return, and we will confirm the return method with you in writing before the item is sent back.
Please contact us at support@ojadecor.com before arranging any return shipment.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Damaged, defective, or incorrect items: after our inspection confirms the issue, we will replace the item at no cost to you. If a replacement is not available, you receive a full refund of the amount you paid.
Change-of-mind returns (the item is in perfect condition, but you decided you do not want it): you will receive a refund of 80% of the amount you paid.
Approved refunds will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact support@ojadecor.com.
Order Cancellations
You may cancel your order free of charge before it ships.
To request a cancellation, email support@ojadecor.com as soon as possible and include your order number.
If your order has already shipped, our standard return conditions will apply.
Contact Us
For returns, refunds, damaged items, or questions about your order, please contact:
OJA Home&Decor
Email: support@ojadecor.com