Refund policy

At Ostra Home we want you to keep what you buy because you love it, not because returning it was too much hassle. If a piece is not right for your space, here is exactly how returns work.

Return window

You may request a return within 30 days of receiving your order. Requests made after that window cannot be accepted.

What we can accept

To be eligible, an item must be:

  • Unused, uninstalled and in its original condition
  • Free of marks, scratches, dents and any damage occurring after delivery
  • Returned in its original packaging with all parts, fittings and accessories
  • Accompanied by valid proof of purchase, such as your order confirmation email

We reserve the right to decline returns that do not meet these conditions.

Who pays for return shipping

For a change of mind, the customer is responsible for the cost of return shipping. We do not provide prepaid return labels.

Please use a trackable service and pack the item carefully, as lighting and glass can break in transit. We cannot issue a refund for an item that does not reach us, or that arrives damaged because it was not packed securely.

If your item arrived damaged, faulty or incorrect, the return is at our cost.

How to start a return

  1. Email info@ostrahome.com with your order number and the items you wish to return
  2. Wait for our reply containing return instructions and the correct return address
  3. Pack the item carefully in its original packaging with all parts included
  4. Send it with a reliable, trackable carrier and keep the tracking number until the return is settled

Please do not send anything back before contacting us, as unannounced returns cannot always be matched to an order.

Exchanges

We accept exchanges for a different size, colour or finish, provided the original item meets the eligibility conditions above. Mention that you would like an exchange when you first contact us and we will arrange it directly rather than putting you through the return process twice.

Damaged, faulty or incorrect items

If an item arrives damaged, faulty, or is not what you ordered, email info@ostrahome.com within a reasonable time of delivery. Include your order number and clear photographs of the problem and of the packaging. Once confirmed, we will send a free replacement, or arrange a partial or full refund where a replacement is not possible, at no additional cost to you.

2-year warranty

Eligible products bought from ostrahome.com come with a 2-year warranty against manufacturing defects. If a defect is confirmed, we will send a free replacement, or a partial or full refund where a replacement is not possible. The warranty does not cover damage caused by incorrect installation, misuse, accidents or normal wear.

Order cancellations

Orders can be cancelled only before they have been processed or shipped. To request a cancellation, contact us immediately at info@ostrahome.com. Once an order has shipped it cannot be cancelled and must follow the standard return process after delivery.

Refunds

Once your return reaches us and has been inspected, we will notify you of the outcome either way. If approved:

  • Your refund is issued to the original payment method within 2 business days
  • Your bank or payment provider may take additional time to post the refund to your account

If you have not seen your refund within 7 business days of approval, please contact us.

Where we ship and accept returns

We currently ship to, and accept returns from, addresses in the United States.

Contact

Questions? Visit our Contact page or reach us using the details below.

Store name: Ostra Home
Website: ostrahome.com
Email: info@ostrahome.com
Phone: +1 (662) 442-9014
Address: 2709 N Hayden Island Dr, STE 481103, Portland, OR 97217, United States