Politika e kthimit

Return and Exchange Policy

At ORION Strom Albania, we are committed to customer satisfaction and product quality. Our mattresses are covered by a long-term warranty against manufacturing defects, while eligible purchases may also be returned or exchanged in accordance with this policy and applicable Albanian consumer protection legislation.

1. Returns and Exchanges Within 14 Days

For products purchased online, by telephone, or through another distance-selling method, customers may request a return or exchange within 14 calendar days from the date of delivery.

To qualify for a return or exchange:

  • The product must be unused, clean, and in its original condition.

  • The product must include its original packaging and accessories.

  • The original invoice or another valid proof of purchase must be provided.

  • The product must not have been damaged through improper handling, use, storage, or transportation by the customer.

Products delivered damaged, defective, incorrect, or materially different from their description may also qualify for replacement, repair, exchange, or refund, subject to inspection.

Purchases completed directly inside the showroom are not automatically subject to the 14-day right of withdrawal. Returns or exchanges for showroom purchases are assessed according to this policy, without limiting the customer’s statutory rights regarding defective or non-conforming products.

2. Non-Returnable Products

For hygiene, safety, and product-quality reasons, the following products cannot normally be returned or exchanged unless they have a confirmed manufacturing defect or were delivered incorrectly:

  • Used, stained, damaged, or soiled mattresses

  • Pillows, mattress toppers, bedding, and sleep accessories supplied in sealed hygiene packaging once the packaging has been opened

  • Custom-made products

  • Mattresses or other products manufactured in special dimensions

  • Personalised or specially modified products

  • Products damaged due to misuse or unsuitable storage

3. Manufacturing Defects After 14 Days

After the 14-day return period, confirmed manufacturing defects are handled under the official ORION Strom mattress warranty.

Depending on the specific mattress model, the commercial warranty is valid for 5 or 7 years from the purchase date stated on the invoice.

The warranty may cover:

  • Abnormal or permanent mattress sagging

  • Manufacturing defects in the spring system

  • Structural manufacturing defects

  • Confirmed defects in stitching, materials, or internal construction

Warranty coverage applies only when the mattress has been used correctly and placed on a suitable, stable, and properly supported bed base.

Complete terms are available in the official warranty certificate supplied with the product.

4. Refund Conditions

Where a refund is approved:

  • The refund will be processed using the original payment method.

  • The refund will be issued within the period required by applicable legislation.

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

  • Additional delivery costs resulting from the customer selecting a premium delivery service are not refundable.

  • The direct cost of returning a non-defective product is paid by the customer, unless otherwise agreed.

  • Return costs for confirmed damaged, defective, or incorrectly delivered products are covered by ORION Strom Albania.

The refunded amount may be reduced where the product has lost value due to handling or use beyond what was reasonably necessary to inspect it.

5. How to Request a Return or Exchange

Customers must contact ORION Strom Albania within the applicable return period and provide:

  • Full name

  • Invoice or order number

  • Product model and dimensions

  • Delivery date

  • A brief description of the request or reported issue

  • Clear photographs where the product is damaged, defective, or incorrect

Contact Details

Email: albania@orionas.eu
Telephone: +355 69 808 0901
Showroom: Rruga e Barrikadave 59-45, Tiranë

Products must not be returned without prior communication and return instructions from ORION Strom Albania.

6. Refusal of Returns

ORION Strom Albania reserves the right to refuse a return or exchange where:

  • The request is submitted after the applicable return period.

  • The product has been used, stained, damaged, or altered.

  • The product is incomplete or missing its packaging or accessories.

  • No invoice or valid proof of purchase is provided.

  • The product was custom-made, personalised, or manufactured in a special size.

  • The damage was caused by misuse, improper transportation, unsuitable storage, or an unsuitable bed base.

  • The product falls within an applicable hygiene-related return exception.

The product may be inspected before any return, exchange, replacement, or refund is approved.

7. Legal Reference

This Return and Exchange Policy is governed by the applicable legislation of the Republic of Albania, including Law No. 9902, dated 17 April 2008, “On Consumer Protection”, as amended.

Nothing in this policy excludes, restricts, or limits the mandatory statutory rights available to consumers under Albanian law.