Rouleau de Jade

At OPA Living, we are committed to ensuring your complete satisfaction with our products. We understand that sometimes circumstances change, and you may need to return an order. Below is our comprehensive returns policy to guide you through the process.

Return Policy

100-Day Extended Return Window

We offer an extended 100-day return window for added peace of mind. Returns within this period are subject to a 30% restocking fee of the order value. This extended policy ensures you have ample time to decide if your purchase meets your expectations.

Return Process:

• Self-Return - You can return the item to our returns address in Yorkshire at your own expense. Please ensure you have our authorisation of the return prior to sending the item back.
• Courier Service - For your convenience, we can arrange a courier to collect the item from you. This service costs £299, which will be deducted from your refund. The couriers will collect at a date convenient to you.

Steps to Initiate a Return

1. Step 1 - Read our full returns policy.
2. Step 2 - Complete our return form available on our website.
3. Step 3 - Our team will contact you within one working day to confirm the return and provide further instructions.

Packaging Requirements

• Original Packaging Items must be unused and returned in their original packaging to be eligible for a refund. This helps ensure that the items are protected during transit.
• Alternative Packaging If the original packaging is no longer available, please securely wrap the items in bubble wrap or similar protective material. This precaution is necessary to prevent damage during the return process.

Refund Process

• Inspection and Processing: Once we have collected your returned item, we will inspect it within 72 hours to ensure it is in perfect condition and meets our return criteria.
• Refund Timeline: After a successful inspection, our team will process your refund and send you a confirmation email. The time it takes for the refund to be credited to your account can vary depending on your bank, but it typically takes 10-14 working days.

Additional Information

• Non-Returnable Items: Custom-made or bespoke items, including all beds and sofas that are made to order as per customer requirements e.g. colour and fabric selection, are non-returnable after the initial 24-hour cancellation period has passed as each piece is made to customers requirements. Opened mattresses are non-returnable unless a manufacturing fault is discovered, in which case our one-year manufacturer’s warranty applies.
• Ex-Demo and Ex-Display Items: Items sold as ex-demo or ex-display are strictly non-returnable and are sold as seen. We recommend booking a detailed viewing via video or in person through our website to ensure satisfaction before purchase.
• Size and Fit: OPA Living is not liable for items that do not fit through doors or up staircases. It is crucial to double-check all measurements before placing your order. If you are unsure about the dimensions or need assistance with measuring, please contact our customer service team. Our knowledgeable staff is ready to help you ensure that your chosen items will fit perfectly in your home.
• Fabric and Colour: We encourage customers to order fabric swatches prior to purchase, as colours displayed on screens may differ in real life. Issues related to fabric or colour choices are non-refundable.

We appreciate your understanding and adherence to our returns policy. Our aim is to provide you with the highest quality products and service. If you have any questions or need further assistance, please do not hesitate to contact our customer service team.

Thank you for choosing OPA Living.