General Terms and Conditions

GENERAL TERMS AND CONDITIONS – ORKA HOME

These terms and conditions apply to all orders, deliveries, and agreements between Orka Home and its customers. By placing an order, the customer declares that they have read and fully accept these terms and conditions.

Article 1 – Trust, Quality Mark and Safety

  1. Orka Home is affiliated with the Webshop Keurmerk , which guarantees that online purchases are safe and protected in accordance with the quality mark rules.

  2. Any questions about products, delivery or warranty can always be submitted in advance to our customer service.

Article 2 – Warranty and Quality Control

  1. Warranty periods

    • Beds: 2 years

    • Banks: 1 year

  2. Exclusions from warranty

    • Normal signs of use such as slight discolouration, creasing or pilling.

    • Damage due to improper use, customer relocation or external factors.

  3. Procedure in case of defects

    • Please report defects within 8 days of delivery by email with clear photos.

    • Orka Home can engage an independent expert or the Housing Disputes Committee.

    • Final responsibility lies with Orka Home; decisions are binding.

Article 3 – Orders, Changes and Refusal

  1. Orders can only be changed in writing (preferably by email).

  2. Orka Home reserves the right to refuse an order in whole or in part due to incorrect information, misunderstandings, or exceptional circumstances.

  3. In case of refusal, the customer will be informed immediately and any amounts paid will be refunded within 14 days.

Article 4 – Delivery times and Production

  1. Many products are produced especially for the customer , so delivery times are indicative.

  2. After the expected delivery time has expired, an additional period of 2 months applies for delivery.

  3. Incorrect deliveries will be repaired or replaced free of charge .

Article 5 – Home Delivery

  1. Orders can be delivered in parts .

  2. Orka Home delivers goods up to the second floor as standard. For higher floors:

    • If there is no suitable lift available, a moving lift is mandatory and will be charged entirely to the customer.

    • Upon consultation, Orka Home can, for an additional fee , attempt to deliver goods higher than the second floor or through a window. This is not mandatory and is entirely subject to the customer's additional effort and risk.

  3. Damage to walls, floors or other parts during transport is not our liability .

  4. If delivery cannot be completed due to limited access, delivery may be rescheduled or canceled. Any additional costs will be borne entirely by the customer.

  5. Storage is free for up to two weeks after the delivery deadline. After that, a fee of €55 per week applies, and a deposit of 50% of the product price may be required.

Article 6 – Prices and Payment

  1. The price at the time of purchase applies as the final price.

  2. Payment must be made in full and on time. Ownership will only be transferred after full payment has been made.

  3. In case of non-compliance , all additional benefits such as discounts, customized agreements or personal promotions will be forfeited.

  4. When engaging a debt collection agency , all additional costs will be borne by the customer.

  5. Delays in payment may lead to a restriction or suspension of delivery without liability for Orka Home.

Article 7 – Right of withdrawal and return

  1. The right of withdrawal only applies to products that are not legally excluded .

  2. Return policy: original packaging, no signs of wear, complete delivery. Any costs for damage or missing parts are the responsibility of the customer.

  3. Returns must be made within 14 days of registration. Collection is available for a fee.

  4. Hygiene products (e.g. mattresses, pillows) cannot be returned unless defective.

Article 8 – Cancellations

  1. After invoicing, cancellation is not possible unless agreed in writing in advance.

  2. Custom-made and specially ordered items: 1/3 of the purchase price in case of cancellation.

  3. For stock items: 1/4 of the purchase price in case of cancellation.

  4. Cancellations during delivery or changes to delivery times may incur additional costs for storage, lost sales opportunities, and administrative processing.

Article 9 – Not at Home upon Delivery

  1. If the customer is not present at the time of delivery, a new appointment will be scheduled at recalculated delivery costs .

  2. Any cancellation must be reported at least 24 hours in advance .

  3. Safe alternative delivery locations can be specified in advance.

Article 10 – Liability and Damages

  1. Orka Home is not liable for damage to customer property during delivery or carrying in.

  2. Damage due to misuse, relocation or external factors is not our liability.

  3. In the event of delay, cancellation or change to delivery, Orka Home cannot be held liable for consequential damages.

Article 11 – Website, Product Information and Deviations

  1. All content on this website is protected by copyright. Unauthorized use is prohibited.

  2. Dimensions, colors, and product information may vary slightly due to manufacturing differences or screen settings. Small deviations of up to 3% are within the industry standard.

Article 12 – Consumer law and WebwinkelKeur

  1. Orka Home acts in accordance with applicable legislation and WebwinkelKeur regulations.

  2. Consumer rights are respected at all times.

Article 13 – General Customer Obligations (amended)

  1. The customer ensures that passages, elevators, stairs and access are suitable for delivery.

  2. For deliveries to higher floors, a moving lift is required; the customer is responsible for the costs.

  3. In exceptional cases , and only in consultation with Orka Home, delivery above the second floor or through the window can be made for an additional fee . Orka Home is not obligated to do so and reserves the right to do so only when practical and safe.

  4. The customer is responsible for any additional actions such as moving furniture or obstacles for the delivery personnel.

  5. Any additional actions or requests from the customer will incur additional costs , unless otherwise agreed in writing.

Article 14 – Additional Costs in Difficult Situations

  1. Double deliveries or deliveries that cannot be carried out in one go always or usually entail additional costs .

  2. Additional costs also apply for:

    • Access or elevator restrictions

    • Change of delivery times

    • Special arrangements with additional effort (e.g. moving, heavy products, narrow passages)

  3. Any additional costs will be communicated in advance and will be borne by the customer.

  4. If delivery is cancelled due to inaccessibility, Orka Home reserves the right to charge costs .