Company Policies
Exchange Policy
A. If you have changed your mind and/or are not entirely satisfied with your purchase, you can exchange the items:
- Within 10 working days.
- With the original receipt.
- Products should be in the original packaging.
- We do not accept returns on any product that has been fixed, modified, altered or washed.
- We do not accept returns on mattresses or used bedding (bed linen, duvets, pillows and pillow cases).
- Promotional items, as well as items on display, cannot be exchanged.
B. In case the product to be changed is furniture, the following process shall be applied:
- An Orca Representative would be sent to the customer’s location to ascertain whether the product is in its original condition.
- If it is, the exchange is accepted and the product wrapped and sent to Orca by the Orca team. If not, the exchange will be rejected.
- We do not offer cash refunds but we accept exchange of goods.
- Orca Deco reserves the right to refuse an exchange at any given time.
Policy For Items Collected by Customers (T B C)
(New policy date 08/11/2023)
- In the event that the customer prefers to collect the furniture purchased, it must be collected from the loading bay.
- Original invoice and receipt must be presented for collection of purchased goods.
- Goods can be collected after receipt of full payment.
- Cheques issued against invoices must be cleared before collection of purchased goods.
- Orca Deco cannot store goods bought by its valued customers.
- Collection of purchased goods must be made on the same day or within 48 hours after purchase. A storage fee of GH¢400 will be charged for each additional day.
- Transactions for goods that are not collected after one week of purchase, will be cancelled and the customer will be refunded minus 20% of the total invoiced amount, in addition to the accumulated storage fees.
- Once the customer has collected the purchased goods, Orca Deco is no longer responsible for the condition of the items.
Receipt N°: Date:
Chrono N°:
Customer Name and Signature Orca Customer Service
Delivery Policy
(Effective 08/11/2023)
- Orca Deco offers delivery and assembling of furniture free of charge in Accra and Kumasi with 30 km radius from our showrooms, for purchase of furniture above GH¢5,000.
- Original invoice and receipt must be presented for delivery.
- Goods are delivered after receipt of full payment.
- Cheques issued against invoices must be cleared before delivery.
- Orca Deco cannot store goods bought by its valued customers.
- Upon purchase and confirmation of payment, the customer will be given a scheduled delivery date.
- Any customer who is unable to have his/her goods delivered on the given date will be given a margin of one week for rescheduling. If the customer does not collect the goods on the rescheduled date, he/she will be charged a fee of GH¢400 for each additional day.
- Transactions for goods that are not delivered within 30 days will be cancelled, the customer refunded minus 20% of the total invoiced amount in addition to the accumulated storage cost.
- Our Customer Service Desk will call or send a text message to customers a day before delivery to confirm delivery and installation date. In the case of no response, the delivery would be cancelled and rescheduled within a period of one week.
- Orca Deco does not accept returns/exchange on any product that has been fixed, modified, altered or washed.
- Please call our Customer Service Desk a day in advance to reschedule delivery via
Receipt N°: Date:
Chrono N°: Scheduled Delivery Date:
Customer Name and Signature Orca Customer Service
