OHANORY CARE™ · MADE FOR REAL HOMES
Pets are family. Their life at home shouldn't be limited by the fear of a little scratch.
Family is at the heart of Ohanory. To us, that includes every paw, muddy footprint and excited welcome at the door. We created Ohanory Care so eligible customers can enjoy real life together without worrying about every small mark on the floor. We don't just protect your floor. We protect the joy that happens on it.
Our three care promises
At Ohanory, our responsibility does not end when your flooring is delivered. Each promise has a distinct purpose, eligibility scope and set of terms.
OHANA HOME PROMISE™
Selected flooring collections are supported by a limited residential warranty for qualifying manufacturing and product-performance issues. Coverage and periods vary by collection and are confirmed with the applicable product specification.
Explore warrantyOHANA PET CARE™
Eligible orders may receive support for small, localised incidents associated with normal life with pets. Send the order number, clear images and a description so the affected area can be assessed.
Explore Pet CareOHANA RESERVE™
For eligible orders, product, colour, SKU, production batch and original-order information can be recorded. Matching boards may be reserved or supplied where the program applies and stock remains available.
Discover Ohanory Reserve
OHANA PET CARE™
Family is at the heart of Ohanory. Pets are not simply living in our homes—they are part of the stories, routines and memories that make a home feel complete.
Playing is in their nature. Running to greet you is in their nature. Following you from room to room is in their nature.
Sometimes all that happiness leaves behind a little scratch. We do not want our customers to worry about every playful step or ask a pet to be less themselves. That's why selected Ohanory flooring orders include 3-Year Ohanory Pet Care™.
If normal everyday life with your pet causes eligible minor scratches or localised accidental damage during the care period, contact us. We'll check your Ohanory Floor Record and help find the most practical solution, including matching replacement boards where applicable and available.
“Because family is at the heart of Ohanory, a little scratch should never matter more than the life you share.”Learn about 3-Year Pet Care
Pets are family. Home is where they should feel free.
How Ohanory Pet Care works
Our goal is not automatically to replace an entire floor. It is to find the simplest responsible solution for the affected area.
A pet scratches, marks or damages a small area during normal family life.
Share the order number, affected area, description and product or batch details if available.
We review eligibility, the original product information and matching-board availability.
This may include care advice, minor repair, local board replacement or matching boards, subject to assessment.
One little scratch shouldn't mean replacing an entire floor.
Life happened. Ohanory helped.
Small problems deserve thoughtful solutions. When possible, Ohanory Care focuses on the affected area rather than creating unnecessary waste or expense.
Designed to help with
Outside the intended scope
Pet-friendly does not mean life-proof. Ohanory Pet Care is separate from the product warranty, is not insurance, and every request is reviewed before a remedy is recommended.
OHANA RESERVE™
Flooring changes over time. Collections evolve. Colours change. Production batches come and go.
Years from now, you may need just one or two boards—not an entirely new floor. For eligible orders, we record important flooring information and may reserve matching boards according to the applicable Ohanory Reserve programme.
Because three years from now, finding the right board shouldn't become your problem.We also recommend keeping a few unused boards from your original installation safely stored at home.
How Ohanory Reserve worksYour Ohanory Floor Record
Your Ohanory Floor Record helps us identify the flooring that belongs to your home and locate matching stock or the closest available alternative in the future.
Care before and after installation
Before installation
For visible delivery damage, contact us within 7 calendar days after delivery and keep the flooring, labels and packaging while the case is reviewed.
Report a delivery issueEveryday care
Returns & refunds
We normally begin reviewing each flooring order within 24 hours. Eligible standard-colour flooring may be requested for return within 7 calendar days after delivery; bespoke pet-colour orders have separate conditions.
Contact us within 7 calendar days after delivery. Eligible standard-colour flooring must remain unopened, unused, uncut and uninstalled in its original resalable packaging.
If Ohanory made the mistake, contact us with your order number, product labels and clear photographs. We'll help make it right.
Report damaged, incomplete or incorrect deliveries within 7 calendar days. Send your order number plus photos of the material, packaging and labels, and keep everything while the case is reviewed.
Stop installation where an issue is visible and contact Ohanory Care with product, batch, image and affected-quantity information.
Some pet-colour matches require bespoke, made-to-order production and are not eligible for change-of-mind returns after sample approval or production begins. This does not affect remedies for incorrect, damaged or defective products or rights that cannot legally be excluded. For eligible change-of-mind returns, the customer is responsible for return freight. Approved refunds are processed to the original payment method within 5–10 business days after approval. Ohanory Pet Care, product warranty and returns are separate programmes.
OHANA COLOUR MATCH SUPPORT
After the complimentary 3-Year Ohanory Pet Care period ends, existing customers can still contact us. Using your Ohanory Floor Record, we'll help identify the original product, original colour, available matching stock or the closest available alternative. We can't promise that every production batch will exist forever.
But we can promise that we'll look. Contact Ohanory CareStart an Ohanory Care request
Share the key details below. Please have clear photos or video ready; our team can request the media needed for assessment after receiving the initial enquiry.
Our goal is to provide an initial response within one business day. Technical or manufacturing cases may require additional assessment.