STORE'S TERMS & CONDITIONS

Exchange Policy

Customer can exchange any item within 14 days from date of purchase for any reason if the following conditions are met:

• Item are unused, unopened and remain in the original condition and original packaging
• Credit note will be provided for the full amount, minus shipping fee if items are delivered

Refund Policy

Customer can refund any item within 14 days from date of purchase for any reason if the following conditions are met:

• Item are unused, unopened, remain in the original condition & original packaging, delivery is pending ( item are still available in OC Home Warehouse)
• Item is found to have manufacturing defect
• Item is discrepancy
• Refund will be processed to the original payment method. Refunds take approximately 14 working days to be credited to customer’s account depending on the individual banking policy

Terms of Exchange or Refund:

• Original receipt is required (photo copy, re- print copy and mobile pictures are not acceptable) 
• If a purchase is made with promo voucher, and exchange or refund is required, the voucher value will be lost 

Example:

• Transaction value is 250Dh (50 Dh by Credit card +200 Dh by promo voucher )
• Exchange or Refund amount will be 50 Dh only
• Voucher value will be lost

Exchange or Refund is not applicable for:

• Items sold “As- Is” 
• Items sold from display 
• Item out of original packaging
• Items showing sign of Wear & Tear 
• Chandeliers & lightings that are delivered and installed
• Towel, bedding and textile 

DELIVERY CHARGES

• Al Ain: Lead time of 10 days from the date of booking.
• Expresss delivery service available at selected locations only. Contact store team for more information
• To reschedule the delivery date kindly update customer service & delivery team a minimum a day prior to delivery, delivery be scheduled based on availability
• Any reschedule on the day of delivery will entail an AED 99 redelivery charge for city areas & other areas as per above chart.
• No express delivery for showroom pieces and mattresses
• No deliveries for Aliya Island/ Dalma Island (any other island where boat service required for delivery).
• No deliveries available on Sundays
• Delivery time is between 10AM and 6PM

PRODUCT WARRANTY

At OC HOME, we are committed to ensuring the quality and durability of our products. To provide you with peace of mind and confidence in your purchase, we offer the following warranty policy.

Coverage duration

The warranty period extends for 2 years from the date of purchase, applicable only for residential use within the country of purchase. Please note that this warranty does not cover rented, commercial, or other non-residential uses.

What is covered?

• Our warranty covers manufacturing defects and craftsmanship issues pertaining  to furniture components and hardware including electrically operated mechanism, rails, hinges and similar hardware. 
• The warranty may include repair, replacement, or refund options, depending on the nature of the issue and the product's condition.

The warranty doesn’t cover:

• Damage resulting from misuse, mistreatment, abuse, negligence, or normal wear and tear (detailed further in point 4).
• Damages caused by accidents, natural disaster, unauthorised repair or improper assembly, installation or modification by third party 
• Damage resulting from exposure to extreme temperatures, moisture, or sunlight particularly for products not intended for outdoor use
• Incorrect storage, assembly, installation, or cleaning methods, as well as damage due to overloading shelves or drawers.
• Upholstered fabric issues such as tears, flattening, nap, pilling, fading, or stretching/shrinking.
• Stains, spills, or soiling caused by improper cleaning or maintenance.
• Products used as floor samples, display models, or for commercial purposes, as well as those purchased on an As-Is basis (purchase of display products from shop floor)  or during clearance sales.
• Damages caused by pets, such as scratches or chewing
• If the product has been physically modified or altered in any way from its original state
• Unauthored dismantle and Lost Parts or Hardware 
• Failure to Comply with Manual Instructions

What is consider normal Tear & Wear

Tear and wear refer to the natural deterioration of a product's appearance or performance over time due to regular use. While our warranty typically covers manufacturing defects and craftsmanship issues, it's important to clarify what falls under tear and wear:

• Fading or discoloration of fabrics or materials over time
• Minor scratches, dents, or scuffs on surfaces caused by everyday use
• Gradual softening or flattening of cushions, padding, or upholstery or conform to the shape of the user
• Slight loosening of joints or fittings due to regular movement and usage
• Minor wear and tear that do not affect the functionality or structural integrity of the product.

Mattress Warranty

Mattresses are covered by a warranty ranging from 7 to 15 years, depending on the specific product.

The mattress warranty excludes:

• Cuts, scratches, or splits caused by sharp objects or accidents.
• Incorrect storage in outdoor or humid conditions.
• Incorrect cleaning, alterations, misuse, or unhygienic usage.
• Incorrect installation on an unsuitable bed base or using incorrect slats
• The warranty does not cover handles, which should only be used for mattress alignment, not for flipping or lifting.

Claim Process

• To initiate a warranty claim, please contact our customer service team @600 562463 or info@ochome.se within the warranty period.
• Provide proof of purchase, details of the issue, and relevant photographs to support your claim.
• Our team will assess the claim and guide you through the next steps, which may include repair, replacement, or refund.

Exclusion

• In cases where tear and wear are deemed excessive or premature, our customer service team will assess the situation and provide appropriate resolution options, which may include repair, replacement, or partial refund, depending on the circumstances. 
• Variation in natural leather, including marks, scratches, or wrinkles, are inherent characteristics and are not considered defects. 
• OC Home reserves the right to modify or update the warranty policy at any time.