ORESH / Refund & Return Policy

Refund & Return Policy

Clear steps for requesting a return, reporting a damaged order, and receiving an approved refund.

Updated: September 16, 2026

This policy explains order cancellations, returns, exchanges and refunds for purchases from Oresh. Orders placed before this update retain the 30-calendar-day return window stated at purchase. Nothing in this policy limits rights that cannot legally be excluded.

Order processing and cancellation

Standard and customised orders are processed within 2 business days after the order is placed. Processing time does not include shipping transit time.

You may cancel your order within 24 hours of placing it, provided it has not been dispatched. Email support@oreshart.com with your order number and cancellation request. Eligibility is based on when we receive your request, not when we reply: requests received within 24 hours and before dispatch will be accepted. If you have already paid, we will refund the cancelled order to the original payment method. After dispatch, please follow the return process below.

Return and exchange window

You may request a return or exchange within 15 calendar days of delivery, subject to the eligibility conditions below. Contact us before sending an item back so we can arrange return shipping and provide packing instructions.

Eligibility

For change-of-mind returns or exchanges, items must be unused and in their original condition. Customised or personalised items and items damaged after delivery are not eligible for a change-of-mind return or exchange, except where required by law. This exclusion does not remove your rights for damaged, defective or incorrect items.

How to request a return or exchange

  1. Email support@oreshart.com within the applicable window. Include your order number, the item, your reason, and whether you would like a refund or exchange. For damaged, defective or incorrect items, include photos of the item and packaging where available.
  2. We will review your request and send return instructions and the shipping arrangements. Oresh covers return shipping costs for eligible returns and exchanges, including change-of-mind, damaged, defective and incorrect-item returns. Contact us before purchasing return postage so we can arrange it at our expense.
  3. Place a note inside the parcel with your order number, contact email, reason for return and requested resolution. Follow the packaging requirements below and return the parcel using the agreed shipping arrangements.
  4. Keep your return tracking number and proof of shipment until the return or exchange is completed.

Packaging requirements

Use the original protective packaging where available, or equivalent secure packaging suitable for fragile framed glass art. Protect the glass surface, frame, corners and any accessories with cushioning, and place the item in a sturdy outer box so it cannot move in transit. Include the accessories supplied with the item. If the original packaging arrived damaged, contact us for packing instructions before returning the item.

Damaged, defective or incorrect items

Please inspect your order on arrival and contact us promptly if anything is damaged, defective or incorrect. You may request a return or exchange within 15 calendar days of delivery; orders placed before this update retain their earlier 30-calendar-day return window. This does not limit any longer rights you have under applicable law. Keep the item and packaging available for review. We will arrange an appropriate refund or replacement and cover return shipping where a return is needed.

Exchanges

Tell us which item or configuration you would like instead. We will confirm availability and the next steps before arranging the exchange. If the requested replacement is unavailable, we will discuss an alternative or a refund with you.

Refund timing

Approved refunds are issued to the original payment method within 3–5 business days after an approved return is received and inspected, or after a damage or incorrect-item claim is approved. Your bank or payment provider may take additional time to post the refund.

Return address

7121 W Craig Rd
Las Vegas, NV 89129
United States

This is our return receiving address, not our registered office. Please contact us before posting your parcel so we can arrange return shipping and give you the return instructions.

For policy or order support, email support@oreshart.com, call +852 4666 0108, or use the contact form. Customer support is available 24/7.