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Return Policy

At Orca, we are dedicated to providing a premium shopping experience. Whether we delivered the wrong item, the product is defective, or you simply changed your mind, we are here to help.

We happily accommodate exchanges or returns within 14 days of delivery, provided the customer covers the shipping fees and the product meets the following criteria:

  • Condition: The product must be unused, unwashed, completely free of any damage or stains, and have its original seals/covers intact (this does not apply if the product is faulty or defective).

  • Packaging: Items must be inside their original packaging with all attached tags, accessories, gifts, and warranty cards included.

  • Documentation: A copy of your receipt or the original stamped invoice must be provided.

❌ Non-Returnable Items:

  • Products damaged through misuse, neglect, or general wear and tear.

  • Items that have been assembled, used, or intentionally altered.

  • Direct Exchanges: We do not offer direct exchanges for different sizes or colors. Please return the original item for a refund and place a new order.

📋 Exchange or Return Steps

To initiate a return or exchange within your 14-day window, please follow these steps:

  1. Contact us: Reach out via email at orcamattresses@gmail.com or phone at 01055115589.

  2. Provide details: Send your order number and purchase date, along with the reason for the return.

  3. Product photo (Step 1): Send a photo of the product to verify it is in its original condition.

  4. Product photo (Step 2): After approval, send a photo of the product after it has been safely packaged, before handing it over to the shipping company.

  5. Ship it back: Return the product to us in its original packaging along with your proof of purchase.

⚠️ Important: If the returned product does not meet the conditions mentioned above, the request will be rejected, and the product will be sent back to the customer at their own expense.

💰 Refund Process

Once we receive the product, it will be inspected by our Quality Department within 5 business days to ensure it complies with our policy conditions.

  • Following approval, the eligible refund amount will be transferred to the customer after deducting shipping costs.

  • 💳 Credit Card Note: If payment was made using a credit card, a 4% bank processing fee will be applied to canceled or refunded orders.

🕓 Cancellation & Order Changes

We offer a flexible window for you to change your mind after placing an order:

  • First 24 Hours: Enjoy full flexibility to cancel or modify your order’s style, color, or size for a 100% refund.

  • Within 7 Days: Cancellations made after 24 hours but within 7 days of the order date will receive a 50% refund.

  • After 7 Days: Once 7 days have passed, orders are locked and cannot be canceled or amended.

🚚 Delivery Deferment

If you aren't ready to receive your items immediately, you may request to delay delivery for up to 3 months from the purchase date. To qualify for this deferment, the order must be paid in full (100%).

📞 Contact Us

If you have any questions regarding these policies, please reach out to our team: