Sometimes Plans Change.
We Understand.

For eligible standard-colour flooring, contact Ohanory Care within 7 calendar days after the order is delivered. Flooring must remain in complete, unopened cartons and be unused, uncut, unmodified, undamaged, uninstalled, in its original packaging and in resalable condition. Proof of purchase is required. Partial cartons and individual planks are not eligible for change-of-mind returns. A request is not automatic approval; wait for return authorisation and the correct return location before shipping.

We strongly recommend reviewing a sample in the intended room before placing a full flooring order. Screen settings, daylight, artificial lighting, walls and furniture can change the appearance of a colour. Wood-look flooring may intentionally vary in shade, grain, knots, texture and pattern between planks and production batches. Minor variation within the intended design is not a manufacturing defect. For a balanced installation, open several cartons and mix planks from different cartons.

Flooring colours are selected to coordinate with different pet coats and interiors. Some matches require bespoke colour development. Custom, personalised and special-order flooring is made to order and is not eligible for a change-of-mind return after the physical sample is approved or production has begun. This does not affect remedies for an incorrect, damaged or defective product, or rights that cannot legally be excluded.

We normally begin reviewing the order, selected colour, quantity and project details within 24 hours after purchase. This is the order-processing period, not a promise of dispatch or delivery within 24 hours. Bespoke production starts only after any required colour or physical-sample approval, and production and delivery timing are confirmed separately.

We recommend additional flooring for cutting, installation waste and future repairs. Keeping boards from the original batch can be useful because colours, patterns and collections may change. Eligible unopened full cartons of standard-colour flooring must meet the 7-day request period and every return-condition requirement.

After an authorised return is received and inspected, an approved eligible refund is issued to the original payment method. Please allow 5–10 business days after approval for us to process it. A bank, card issuer or payment provider may need additional time to post the funds.

For an eligible change-of-mind return, original shipping charges are non-refundable and return freight is the customer's responsibility, unless applicable law requires otherwise. The customer is responsible for secure packaging and the product until it reaches the authorised return facility. If we confirm our shipping error, qualifying transit damage or a manufacturing defect, Ohanory will cover the reasonable cost of the approved resolution. Any authorised freight, handling or restocking charge will be disclosed before the return is finalised.

Contact us as quickly as possible. Because order review normally begins within 24 hours, a cancellation is not guaranteed. If production, customisation or dispatch has not begun, we will try to cancel the order. Once these stages have started, cancellation may no longer be possible or costs may apply, subject to applicable consumer law.

Products clearly identified as Final Sale are not eligible for change-of-mind returns. This does not limit remedies for products that arrive damaged, incorrect or defective, or rights that cannot legally be excluded.

A qualifying minor scratch or localised pet-related incident may be better addressed through care, repair or matching replacement boards. Ohanory Pet Care is separate from returns, refunds, product warranty and insurance.

This policy explains our standard return process and does not limit non-waivable rights or remedies under applicable law. Where the law provides greater consumer protection, that law applies.