Return & Exchange Policy

At ORION Strom Albania, customer satisfaction and product quality are central to our service. This Return and Exchange Policy applies in accordance with Albanian consumer protection legislation and does not restrict any statutory consumer rights.

1. Right of withdrawal for online and distance purchases

Customers who purchase products online, by telephone, or through another distance or off-premises sales method have the right to withdraw from the purchase within 14 calendar days, without providing a reason.

The 14-day period begins on the day when the customer, or a third party appointed by the customer other than the delivery carrier, receives the product.

The statutory right of withdrawal does not automatically apply to purchases completed directly inside a physical showroom, except where the product is defective, damaged, or does not conform to the purchase agreement.

2. How to request a return or exchange

To exercise the right of withdrawal, the customer must notify ORION Strom Albania before the 14-day period expires by sending a clear written statement.

The request should include:

• Customer’s full name
• Order or invoice number
• Product details
• Delivery date
• Reason for the request, where applicable
• Photographs in cases of damage, defect, or incorrect delivery

After notifying us, the customer must return or hand over the product within 14 calendar days.

3. Condition of returned products

Customers may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and condition.

Returned products must be kept clean, undamaged, and free from stains, odours, moisture, misuse, or other signs of use beyond reasonable inspection.

Customers should retain the original packaging and protective materials wherever reasonably possible. ORION Strom Albania reserves the right to reduce the refunded amount where the product has lost value because of handling or use beyond what is necessary for inspection.

4. Products excluded from the right of withdrawal

The right of withdrawal does not apply to:

• Mattresses or other products manufactured in a custom size or according to the customer’s individual specifications
• Clearly personalised or specially modified products
• Sealed products that are not suitable for return for health protection or hygiene reasons once their seal has been broken
• Pillows, mattress toppers, bedding, and sleep accessories where they were supplied in sealed hygiene packaging and have been opened
• Products damaged through improper handling, unsuitable storage, incorrect installation, misuse, or failure to follow the care instructions

These exclusions do not apply where a product has a confirmed manufacturing defect, was delivered damaged, or does not correspond to the agreed order.

5. Damaged, defective, or incorrect products

Customers must inspect the product upon delivery and notify ORION Strom Albania as soon as possible if:

• The product was delivered damaged
• The product has a manufacturing defect
• The wrong product or size was delivered
• The product does not match its description or the confirmed order

After inspection and confirmation of the issue, ORION Strom Albania may provide, as appropriate:

• Repair
• Replacement
• Exchange
• Price reduction
• Refund

The available remedy will depend on the nature of the issue and the applicable consumer protection legislation.

6. Refunds

Eligible refunds will be processed without undue delay and no later than 14 calendar days after ORION Strom Albania has been informed of the customer’s decision to withdraw.

ORION Strom Albania may withhold the refund until the returned product has been received or until the customer provides evidence that the product has been returned.

Refunds will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed.

Standard delivery costs will be refunded where required by law. Additional costs resulting from the customer selecting a premium or more expensive delivery method are not refundable.

The direct cost of returning a non-defective product is paid by the customer unless ORION Strom Albania has agreed otherwise. Return costs for products delivered damaged, defective, or incorrectly are covered by ORION Strom Albania after confirmation of the issue.

7. Manufacturing defects and product warranty

After the 14-day withdrawal period, manufacturing defects are handled under the official ORION Strom product warranty.

The warranty duration is the period stated on the warranty certificate supplied with the specific product.

The warranty may cover confirmed manufacturing defects relating to:

• Mattress structure
• Springs
• Materials
• Abnormal or excessive indentation, subject to the warranty conditions

Warranty coverage applies only where the product has been used correctly, maintained according to the instructions, and placed on a suitable and properly supported bed base.

Normal wear and tear, personal comfort preference, incorrect use, stains, moisture damage, unsuitable foundations, or damage caused by the customer are not considered manufacturing defects.

Complete warranty conditions are provided in the official warranty certificate.

8. Contact information

To submit a return, exchange, or warranty request, contact ORION Strom Albania:

Email: albania@orionas.eu
Telephone:+355 698080901
Showroom: Rruga e Barrikadave 59-45, Tiranë 

Please include the order or invoice number, product details, and supporting photographs where applicable.

9. Final provisions

ORION Strom Albania may inspect all returned products before approving an exchange, replacement, or refund.

Nothing in this policy excludes or limits consumer rights provided under the applicable Albanian legislation.

This policy is governed by Law No. 9902, dated 17 April 2008, “On Consumer Protection”, as amended, and any other applicable legislation of the Republic of Albania.