Return Policy

Feel Confident in Every Choice. Find the Right Fit for Your Home.

Thank you for choosing Ourgh. We specialize in home furnishings, including bedside tables, rugs, and wall lamps, offering thoughtfully selected products that combine practicality and visual appeal. We understand that when shopping for home furnishings online, you may need to assess whether a product's dimensions, appearance, materials, and functionality meet your expectations after receiving it.

To help you understand the arrangements available after your purchase, we have established this Return & Exchange Policy. It explains the eligibility requirements, application deadlines, procedures, refund processing, and other important considerations. Please read the following information carefully before submitting a request and follow the relevant instructions to help ensure that your return or exchange is handled appropriately.

01 / Our Return & Exchange Commitment

Clear Guidance for Greater Shopping Confidence

At Ourgh, we value the shopping experience and understand that home furnishings need to complement your living space, daily habits, and personal preferences. We aim to provide clear return and exchange guidelines so that if you need to return or exchange an item, you can understand the applicable requirements and follow a straightforward process.

If you receive an item with a quality issue, damage caused during shipping, a product that does not match your order, or another issue that may qualify under this policy, please contact us by email or phone before proceeding.

We will review the order information, product condition, and reason for your request, then provide instructions for the next steps.

Please note that return and exchange requests are subject to review. Submitting a request does not automatically mean it has been approved. Please wait for confirmation and specific instructions before sending any item back.

02 / Return Request Deadline

Submit Your Request Within 14 Days of Purchase

Ourgh accepts return requests submitted within 14 days of purchase.

If you wish to return an item, please contact us through our official communication channels within the specified period and provide the necessary order information and reason for the return.

To avoid missing the deadline, we recommend contacting us as soon as you decide that a return may be necessary rather than waiting until the final days of the eligibility period.

Please provide the following information when submitting your request:

Your order number or other necessary order identification details.
The product name and quantity you wish to return.
The reason for your return request.
A description of the product's current condition.
Clear photographs if the item is damaged, defective, or inconsistent with your order.

After receiving your request, we will review it in accordance with this policy and the circumstances involved. We will then notify you of the result and explain the next steps through your provided contact details.

Important: The 14-day period refers to our standard return request deadline. To ensure that your request is submitted on time, please contact us promptly through our official email address or phone number and retain relevant communication records.

03 / Return Eligibility

Which Items May Qualify for a Return?

To ensure that returned items can be assessed appropriately, please review the following eligibility requirements.

Items Should Be in Good Condition

Except where an item has a quality issue, shipping damage, or another verified problem, products submitted for return should remain in their original condition as much as reasonably possible. They should not have additional damage caused by improper use, accidents, or other customer-related circumstances.

Original Packaging and Accessories Should Be Included Whenever Possible

Please retain the original packaging, accessories, instruction documents, and other materials supplied with the product. Before returning an item, check that all relevant components are included to avoid missing information or items that may affect the review.

Returned Items Must Match the Order Information

The product being returned should correspond to the item identified in your request. If your order contains multiple products, please specify exactly which items and quantities you wish to return so that we can verify the request accurately.

The Reason for Return Must Be Clear and Accurate

Please explain your reason for requesting a return truthfully. If the product is damaged, defective, incorrect, or otherwise inconsistent with your order, provide relevant photographs and a clear description to help us assess the issue.

The Request Must Meet the Applicable Deadline

Please submit your return request within 14 days of purchase and follow the instructions provided after your request has been reviewed.

Which Situations May Not Qualify for a Standard Return?

The following circumstances may not qualify for a standard return, subject to the actual situation and applicable consumer protection laws:

Damage caused by improper use, incorrect installation, inadequate storage, or customer-related handling.
Problems resulting from unauthorized repairs, modifications, or other improper treatment.
Missing essential accessories or components where the issue is not attributable to an original product defect or another reasonable exception.
Requests submitted after the applicable return deadline that do not qualify for an exception.
Insufficient order information that prevents reasonable verification of the order and product.

If you receive an item with a quality defect, shipping damage, an incorrect product, or another verified issue, please contact us promptly even if the item does not meet the usual condition requirements for a standard return. Such cases will be reviewed according to the actual circumstances and applicable laws.

This policy does not limit any consumer rights you may have under applicable law. Requests that must legally be accepted or otherwise addressed will be handled in accordance with the relevant legal requirements.

04 / Exchange Request Deadline

Submit Your Exchange Request Within 14 Days of Purchase

If you wish to exchange an item after receiving it, please contact us within 14 days of purchase to submit your exchange request.

Exchange requests are subject to review based on product availability, item condition, the reason for the request, and the circumstances of the original order. After reviewing your request, we will inform you whether an exchange can be arranged and explain the next steps.

Please provide the following information when requesting an exchange:

Your order number or necessary order identification details.
The name and quantity of the original product.
The name, specifications, or other details of the product you would like instead.
The reason for the exchange and the current condition of the item.
Clear photographs if the product is damaged, defective, or incorrect.

Exchange Eligibility

Exchanges Due to Product Issues

If you receive an item with a verified quality issue, shipping damage, or an incorrect product, please contact us promptly. We will help arrange an appropriate solution based on the circumstances and applicable requirements.

Exchanges Due to Personal Preferences

If you wish to exchange an item because of its size, color, style, or another personal preference, please contact us first to confirm whether the item qualifies. The product should remain in its original condition as much as reasonably possible, with its accessories and packaging intact.

Availability of Replacement Items

Exchanges depend on the availability of the requested replacement product. If the item you want is unavailable, we will discuss other possible arrangements with you.

Please do not send an item back before your exchange request has been confirmed. Unapproved returns may be difficult to match with the correct request and could delay processing.

05 / Complete Return Process

Follow These Steps for a Clearer Return Experience

To help prevent missing information, shipping errors, or unnecessary delays, please follow the process below.

STEP 01 — Submit Your Return Request

Include your order number, product name, return quantity, reason for the request, and contact information. If the item is damaged, defective, or incorrect, please attach clear photographs showing the issue.

We recommend using "Return Request" in your email subject line so that your inquiry can be identified more easily.

STEP 02 — Wait for Your Request to Be Reviewed

After receiving your request, we will review the order information, product condition, and reason for the return.

If additional information is needed, we may contact you by email or phone. Please ensure that your contact details are accurate and check for any follow-up messages.

Once the review is complete, we will inform you of the outcome and provide the applicable return method, shipping instructions, return address, and other necessary details.

STEP 03 — Prepare the Item According to Our Instructions

After receiving return approval, prepare the item for shipment according to the specific instructions provided.

Please use the original packaging whenever possible and protect the product and its accessories appropriately. For bedside tables and other furniture items, check that all components are included before packing. For rugs, prepare the item carefully according to its characteristics. For wall lamps, protect the fixture and related accessories to prevent further damage during transportation.

Do not send the product to the company address without prior confirmation, as this may affect the identification and processing of your return.

STEP 04 — Ship the Item and Keep Your Proof of Shipment

Send the product to the designated return address using the shipping method confirmed with us.

After dispatch, retain the tracking number, shipping receipt, and other relevant records. If necessary, email us the tracking information so that we can help monitor the shipment.

Unless we confirm otherwise, we recommend avoiding the combination of products from different orders in the same parcel, as this may make verification more difficult.

STEP 05 — Receive and Inspect the Returned Item

Once the returned product arrives, we will review it against the information provided in your request.

If additional verification is necessary, we may contact you for further details. The review period may vary depending on shipping conditions, product type, and the complexity of the issue.

STEP 06 — Confirm the Outcome and Process Your Refund

After the review is completed, we will arrange the next steps according to the approved request and applicable policy.

Orders that qualify for a refund will enter the refund processing stage. Refunds will generally be issued to the original payment method and remain subject to the processing rules of the relevant payment provider. Please refer to the refund section below for more information about timing.

Please note that submitting a return request, shipping the parcel, delivery of the returned item, and completion of a refund are separate stages. A refund is not automatically completed simply because the parcel has been shipped.

06 / Complete Exchange Process

From Request to Replacement, Step by Step

STEP 01 — Contact Us to Request an Exchange

Submit your exchange request to customer@ourgh.com or call +86-17684533250. Include your order number, original product details, reason for the exchange, and information about the replacement item you want.

STEP 02 — Confirm Eligibility and Product Availability

We will review your request and check whether the requested replacement is available. If the request concerns a quality issue, shipping damage, or an incorrect product, we will also review the relevant information to determine the appropriate handling process.

STEP 03 — Receive Exchange Instructions

Once your exchange request is approved, prepare the original item according to our instructions. Please do not return the product before receiving confirmation.

STEP 04 — Send Back the Original Item

Ship the item using the confirmed return method and address. Retain the tracking number and proof of shipment. If the exchange concerns damage or a defect, keep any relevant photographs and communication records.

STEP 05 — Product Verification and Replacement Arrangements

After receiving the returned item, we will review it according to your exchange request and the relevant circumstances. Once the exchange requirements are confirmed, we will arrange the next steps based on product availability and the agreed terms.

STEP 06 — Follow Up on Your Exchange

The dispatch date for the replacement item depends on stock availability, inspection of the returned product, and actual shipping arrangements. We will provide relevant updates according to the circumstances of your request.

If the requested replacement is unavailable, we will discuss other suitable options with you and handle the matter in accordance with the applicable policy and legal requirements.

07 / Refund Method and Processing Time

Understand How Your Refund Is Handled

For return requests that are reviewed and approved for a refund, Ourgh will process the refund according to the confirmed outcome.

Refund Method

Refunds will generally be issued to the original payment method and are subject to the processing rules of the original payment provider and relevant financial institutions. We do not process refunds through WeChat Pay or Alipay, and we will never ask you to provide your bank card password to complete a refund.

Refund Processing Time

After the returned item has undergone the necessary inspection and the refund request has been approved, we generally aim to initiate or process the refund within 5–10 business days.

Please note that this is an estimated processing timeframe and does not guarantee that every refund will reach your account within this period. Actual posting times may vary depending on your original payment provider, card-issuing bank, transaction processing procedures, public holidays, and other factors.

If your refund has not arrived after the expected period, please check your original payment account's transaction records first. You may then contact us at customer@ourgh.com with the necessary order information so that we can help verify the refund status.

Refund Amount

The final refund amount will be determined according to the review outcome, the amount actually paid for the order, the applicable return rules, and any relevant legal requirements. Original shipping charges, return shipping costs, and other related fees will be handled according to the reason for the return, any arrangements confirmed in advance, and applicable law.

If a product has a verified quality issue, shipping damage, or an incorrect item has been delivered, the relevant costs will be handled according to applicable requirements and the specific resolution.

Checking Your Refund Status

If you would like to check your refund status, please email us with your order number, the date of your refund request, and a brief explanation of your inquiry. We will do our best to provide the relevant processing information.

08 / Return Shipping Costs and Related Fees

Fair Handling Based on the Circumstances

Return shipping costs and related fees may vary depending on the reason for the return, the condition of the product, and the arrangements confirmed for the specific case.

Returns for Personal Reasons

If you request a return because of personal preference, a change of mind, or another reason unrelated to a product issue, return shipping costs will generally be your responsibility unless we confirm otherwise in writing or applicable law provides otherwise.

Returns Due to Product Issues

If a product has a verified quality issue, shipping damage, an incorrect item has been delivered, or another issue for which we are responsible, the relevant return shipping costs will be handled according to the circumstances and applicable law.

Confirm Before Shipping

Please confirm the return method, recipient details, and applicable shipping costs with us before sending the item back. Additional shipping expenses incurred without prior confirmation may not automatically qualify for reimbursement.

We aim to make return arrangements as clear as possible in advance to help prevent unnecessary costs or delays caused by incomplete information.

09 / Return Packaging and Shipping Instructions

To help ensure that returned items arrive safely and can be reviewed efficiently, please observe the following recommendations before shipping:

Retain the original product packaging whenever possible and use suitable outer packaging to protect the item.
Check the product, accessories, instruction documents, and other included materials to avoid leaving anything out.
Provide appropriate protection for fragile or delicate components, especially wall lamps and their accessories.
Double-check the return address, recipient name, and request details before dispatch.
Keep your tracking number, shipping receipt, and relevant communication records.
Contact us promptly if there are shipping irregularities, returned parcels, or other transportation issues.

Please note that additional damage occurring during return transportation may affect the inspection process. Use reasonable protective packaging appropriate for the product and retain any relevant evidence if an issue arises.

10 / Return Address

OURGH RETURN ADDRESS

Please contact us and obtain return approval before shipping any product back. The following information is our company address and return contact information. Before shipping, please use the recipient and address confirmed for your specific request.

Recipient: Ourgh

Company: Jinping Yanglin E-Commerce Co., Ltd.

Return Address:

3rd Floor, Government Affairs Center, Hedong South Road, Jinhe Town, Jinping Miao, Yao, and Dai Autonomous County, Honghe Hani and Yi Autonomous Prefecture, Yunnan Province, China

Phone: +86-17684533250

Email: customer@ourgh.com

Please note that the address above is the company's address and return contact address information. Before dispatching your item, confirm the actual receiving arrangements for your order through our official email address or phone number. If a different designated return address is provided after your request has been reviewed, please use the address confirmed specifically for that request.

Do not send products back before your return request has been confirmed. Parcels sent without prior authorization, with incomplete recipient information, or without identifiable order details may take longer to process.

11 / Frequently Asked Questions

Q1: How long do I have to request a return?

Ourgh's standard return request period is within 14 days of purchase. Please submit your request through our official email address or phone number within this period and wait for the review outcome and further instructions.

Q2: How long do I have to request an exchange?

The standard exchange request period is also within 14 days of purchase. Eligibility depends on the product's condition, the reason for the request, replacement availability, and applicable requirements.

Q3: Can I ship the item back immediately after submitting a request?

We do not recommend doing so. Please submit your request through an official channel and wait for approval and specific shipping instructions before arranging the return.

Q4: How long does a refund take?

After the necessary inspection is completed and the refund is approved, we generally aim to initiate or process it within 5–10 business days. Banks and payment providers may require additional time to post the funds to your account.

Q5: What should I do if my item arrives damaged?

Please contact us as soon as possible at customer@ourgh.com. Include your order information, a description of the problem, and clear photographs. We will review the circumstances and help arrange an appropriate resolution in accordance with the applicable policy and law.

Q6: Who pays for return shipping?

The cost arrangement depends on the reason for the return, the product's condition, and applicable requirements. Return shipping for personal reasons will generally be the customer's responsibility. Cases involving verified product defects, shipping damage, or incorrect items will be handled according to the review outcome and applicable law.

Q7: Can I send an item to the company address without contacting you first?

We do not recommend doing so. Please confirm your return eligibility, shipping method, recipient details, and applicable address in advance to avoid processing delays caused by mismatched information.

12 / Contact Us

NEED HELP WITH A RETURN OR EXCHANGE?

We want to make every return and exchange request as clear and straightforward as possible. If you have questions about this policy, need to check your request status, confirm the return address, or learn more about refund arrangements, please contact us through the official channels below.

Email: customer@ourgh.com

For return requests, exchange inquiries, refund status updates, product issue reports, and other after-sales matters, please email us. We recommend including your order number and a clear description of your question so that we can review the situation.

Phone: +86-17684533250

You may call us during customer service hours for assistance with the return and exchange process, product concerns, and other related matters.

Customer Service Hours:

Monday to Friday, 10:00 a.m. to 6:00 p.m.

Official Website: www.ourgh.com

Visit our website to learn more about our brand and explore our bedside tables, rugs, wall lamps, and other product information.

OURGH BRAND & COMPANY INFORMATION

Brand Name: Ourgh

Operating Company: Jinping Yanglin E-Commerce Co., Ltd.

Main Products: Bedside Tables, Rugs, Wall Lamps

Official Website: www.ourgh.com

Email: customer@ourgh.com

Phone: +86-17684533250

Customer Service Hours: Monday to Friday, 10:00 a.m. to 6:00 p.m.

Company Address:

3rd Floor, Government Affairs Center, Hedong South Road, Jinhe Town, Jinping Miao, Yao, and Dai Autonomous County, Honghe Hani and Yi Autonomous Prefecture, Yunnan Province, China

The Ourgh brand is operated by Jinping Yanglin E-Commerce Co., Ltd. We specialize in home furnishings, including bedside tables, rugs, and wall lamps. We are committed to providing a more transparent and convenient shopping experience through clear product information, straightforward after-sales guidance, and attentive communication.

Thank you for choosing Ourgh. We value your trust and will carefully review every return and exchange request that qualifies under our applicable policies.

Ourgh — Thoughtful Details. A More Beautiful Home.