Terms & Conditions

TERMS AND CONDITIONS OF SALE

Business to Consumer

1. INTRODUCTION

1.1. These terms and conditions of sale (“Terms and Conditions”) are intended to provide all customers with detailed information regarding the conditions for the sale of goods made available and marketed by O.R.A.H., Lda., a limited liability company with registered office at Rua Nova do Almada, No. 81, Floor 3, Suite 2, 1200-288 Lisbon, with tax identification number (NIPC) 518.767.728 (“ORA Home”), to the said customers (“Customers”).

2. SCOPE OF APPLICATION

2.1. These Terms and Conditions apply to all sales of movable goods carried out by ORA Home to Customers, for non-professional purposes, in accordance with consumer protection legislation, namely Decree-Law No. 84/2021 of 18 October (“DL 84/2021”) and Decree-Law No. 24/2014 of 14 February (“DL 24/2014”), among other applicable legal provisions in force.

2.2. These Terms and Conditions apply in particular to new furniture goods, including delivery, optional assembly, and any associated services.

3. DEFINITIONS

3.1. For the purposes of these Terms and Conditions, the following terms shall have the meanings set out below:

(a) ORA Home or Professional: The private legal entity identified above, acting for purposes relating to its commercial activity, as the seller of the Products made available.

(b) Customer: A natural person who acquires Products for purposes that do not fall within the scope of his or her commercial, industrial, artisanal, or professional activity, in accordance with consumer protection legislation.

(c) Sale Agreement: The agreement entered into between the Customer and the Professional, the purpose of which is the acquisition of Products.

(d) Products: Movable goods made available by the Professional for sale through its website (www.orahome.eu).

4. RIGHTS AND OBLIGATIONS OF ORA HOME

4.1. ORA Home undertakes to:

(a) Make available to Customers Products that are owned by ORA Home or over which it holds a legitimate right of commercialization.

(b) Ensure that the Products correspond to the description, functionalities, intended purposes, and quality normally expected or agreed upon with the Customer.

(c) Comply with all applicable legal and regulatory provisions, including consumer protection rules and rights, product safety, intellectual property, and other third-party rights.

(d) Provide clear, truthful, and up-to-date information about the Products, including description, price, characteristics, delivery timelines, and shipping conditions.

(e) Ensure the actual availability of the Products offered for sale and guarantee delivery within the defined timelines, except in exceptional circumstances.

(f) Issue and send to the Customer the corresponding invoice for the sale made.

5. RIGHTS AND OBLIGATIONS OF THE CUSTOMER

5.1. The Customer undertakes to provide truthful and up-to-date information for the purposes of Product delivery and invoicing.

5.2. The Customer has the right to:

(a) Receive Products that conform with the description and the agreed conditions.

(b) File a complaint with ORA Home regarding any lack of conformity, defect, or issue related to the Product purchased.

(c) Request repair, replacement, a price reduction, or termination of the contract in the event of a lack of conformity, in accordance with DL 84/2021 and as specified in Section 6 below.

5.3. The Customer shall:

(a) Verify the dimensions of the Products and the access conditions at the delivery/assembly location (e.g., stairs, lifts, doors, etc.) prior to placing the order.

(b) Provide a clean and unobstructed space for delivery and assembly, where applicable.

(c) Inspect the condition of the packaging upon delivery and immediately report any visible anomaly on the carrier’s delivery document.

6. CUSTOMER RIGHTS IN CASES OF LACK OF CONFORMITY

6.1. ORA Home is liable for any lack of conformity that becomes apparent within 3 (three) years from the date of delivery of the Product to the Customer, in accordance with the applicable legal provisions.

6.2. In the event of a lack of conformity, the Customer has the right to have the conformity of the goods restored, through repair or replacement, to an appropriate price reduction, or to the termination of the contract, under the terms and conditions set out in DL 84/2021.

6.3. In the first instance, the Customer has the right to obtain from the Professional the restoration of conformity of the Product, through its repair or replacement. The Customer may choose between repair or replacement of the purchased item, except where the chosen remedy is impossible or would, in comparison with the other remedy, entail disproportionate costs for the Professional.

6.4. The Professional shall carry out the repair or replacement of the purchased item within a period not exceeding 30 days, except in situations where the nature and complexity of the purchased item, the severity of the lack of conformity, and the effort required to effect the repair or replacement justify a longer period, which shall be promptly communicated to the Customer.

6.5. In the event of repair, the repaired product shall benefit from an additional guarantee period of six months per repair, up to a maximum of four repairs.

6.6. In the second instance, the Customer may also, in accordance with the applicable legal provisions, choose between a proportionate reduction of the price or the termination of the Sale Agreement, when:

(a) The Professional has not repaired or replaced the purchased item within a reasonable period, taking into account the complexity of the repair; (ii) has refused to repair or replace the purchased item; (iii) has declared, or it is clearly apparent from the circumstances, that it cannot or will not repair or replace the purchased item.

(b) The lack of conformity reappears, or a new lack of conformity manifests itself.

6.7. In the event of termination of the Sale Agreement, (i) the Customer shall return the goods to the Professional, at the Professional’s expense; and (ii) the Professional shall reimburse the Customer for the price paid for the goods upon their receipt or upon presentation of proof of dispatch by the Customer.

6.8. The Professional shall reimburse the Customer within 14 days from the date on which it was informed of the decision to terminate the contract, exercised in accordance with the law. The reimbursement shall be made using the same means of payment used by the Customer in the initial transaction, unless otherwise agreed with the Customer.

6.9. Where the lack of conformity of the purchased item becomes apparent within 30 days of its delivery, the Customer may request its immediate replacement or the termination of the Sale Agreement, unless such remedy is impossible or would, in comparison with the other remedies, entail disproportionate costs for the Professional, in general terms.

6.10. The Professional shall not be liable, to the extent permitted by law, if:

(a) The defect or damage results from natural wear and tear.

(b) The Customer has not notified the Professional of the defect.

(c) The Product was handled incorrectly or subjected to excessive stress, inadequate environmental conditions (e.g., humidity, direct sunlight, extreme temperature variations), or used for purposes other than those for which it was designed.

(d) The Product was previously repaired, maintained, or treated incorrectly by another professional, and the Customer could not have been unaware of this fact.

(e) Parts whose use was not approved by the Professional were installed on the purchased item, or the purchased item or parts thereof were modified in a manner not approved by the Professional.

(f) The Customer has not followed the rules regarding the handling, maintenance, and care of the purchased item (for example, instructions for use or maintenance).

(g) The Product was incorrectly assembled by third parties not authorized by ORA Home, or subjected to unapproved modifications (e.g., structural alterations, painting, etc.).

6.11. To exercise any of the rights described above, the Customer shall contact the Professional through the following channels:

(a) By sending an email to the following address: sales@orahome.eu

(b) Through the contact form available [here].

7. COMMERCIAL STRUCTURAL WARRANTY (5 YEARS)

7.1. Without prejudice to the mandatory 3 (three) year legal guarantee stipulated in Section 6, ORA Home offers a commercial structural warranty valid for a period of 5 (five) years from the date of delivery of the Product.

7.2. This commercial warranty covers exclusively the structural integrity of the Products, namely: breakages or failures in frames, main structures, and bases under normal conditions of use in interior environments.

7.3. Strictly excluded from this 5-year commercial warranty are: (i) normal wear and tear resulting from ongoing use (including fabrics, leathers, foams, coatings, and suspension systems, where applicable); (ii) natural aesthetic variations or characteristics inherent to the authenticity of the materials used (such as variations in tone, texture, or natural markings); (iii) damages resulting from accidents, negligence, exposure to outdoor environments, direct sunlight, extreme humidity, or improper handling; and (iv) any Product that has been subjected to unauthorized repairs or modifications by third parties.

7.4. In the event of a valid claim under this commercial warranty, ORA Home will fully absorb the transportation and logistics costs associated with the collection and return of the repaired or replaced Product.

8. LIABILITY FOR OTHER COMPLAINTS

8.1. For any other Customer complaints not covered by the preceding Section, the statutory limitation periods shall apply.

8.2. If the Professional is to be held liable under the applicable legal provisions for damages caused by negligence, the Professional’s liability shall be limited as follows, to the extent permitted by law: the Professional shall only be liable in the event of a breach of material contractual obligations, such as those that the Sale Agreement specifically seeks to impose on the Professional, as evidenced by its content and purpose, or without which the due and proper performance of the Sale Agreement would not be possible and on whose fulfilment the Customer relies and is entitled to rely. This liability is limited to typical foreseeable damages at the time the Sale Agreement was entered into.

8.3. The Customer may also file a complaint in the Electronic Complaints Book (Livro de Reclamações Eletrónico), available at https://www.livroreclamacoes.pt/Inicio/.

8.4. ORA Home shall not be liable for damages resulting from inadequate access to the delivery/assembly location (e.g., narrow stairs, absence of a lift), where the Customer was previously warned or insisted on proceeding despite the Professional’s advice against it.

8.5. ORA Home shall also not be liable for damages resulting from conditions at the installation location not disclosed by the Customer, such as irregularities in walls or floors, excessive moisture exposure, or specific characteristics of the space that may affect the assembly or the future integrity of the goods.

9. RIGHT OF WITHDRAWAL

9.1. The Customer has the right to freely terminate the Sale Agreement, without the need to indicate any reason, within 14 (fourteen) days from the day on which the Customer, or a third party designated by the Customer (other than the carrier), acquires physical possession of the Product, in accordance with article 10 of DL 24/2014.

9.2. To exercise the right of withdrawal, the Customer must communicate to the Professional his or her decision to terminate the contract by means of an unequivocal declaration, through an email to the following address: sales@orahome.eu.

9.3. The exercise of the right of withdrawal shall not entail any cost to the Customer, except for the costs of returning the Products, unless the Professional has agreed to bear those costs or has failed to previously inform the Customer that such costs would be borne by the Customer.

9.4. In the event of termination of the contract, all payments made by the Customer, including, where applicable, the delivery costs of the Product (with the exception of supplementary costs resulting from the Customer’s choice of a delivery method other than the least expensive standard shipping method offered by the Professional), shall be reimbursed without undue delay and, in any event, no later than 14 (fourteen) days from the date on which the Professional is informed of the decision to terminate the contract.

9.5. The reimbursement shall be made using the same means of payment used by the Customer in the initial transaction, unless expressly agreed otherwise and provided that the Customer does not incur any costs as a consequence of the reimbursement.

9.6. The Professional may withhold the reimbursement until the Products have been returned, or until the Customer provides proof of dispatch of the Products, whichever occurs first.

9.7. The Customer shall return the Products without undue delay and no later than 14 (fourteen) days from the day on which the Customer communicated the decision to terminate the contract.

9.8. The returned Products must be in new condition, complete, and with all accessories and documentation, except as necessary to inspect the nature, characteristics, and functioning of the Products. The Customer shall be liable for any depreciation of the Products if the handling carried out exceeds what is normally permitted in a commercial establishment.

9.9. The delivery costs paid by the Customer at the time of purchase shall be reimbursed, except where the Customer chose a delivery method other than the least expensive standard shipping method offered by the Professional, in which case only the amount corresponding to the standard delivery method shall be reimbursed.

9.10. The right of withdrawal shall not apply, in accordance with article 17 of DL 24/2014, to the following Products:

(a) Goods made to the Customer’s specifications or clearly personalized (e.g., custom-sized furniture, special dimensions, personalized colors or finishes), in which case the Customer shall be expressly informed of this exclusion at the time of purchase, before confirming the order.

(b) Goods sealed for hygiene or health reasons that have been opened after delivery (e.g., mattresses, pillows, bed linen, where applicable).

(d) Goods inseparably mixed with other goods after delivery.

10. PURCHASE, DELIVERY AND ASSEMBLY PROCEDURE

10.1. The Customer may purchase Products through the ORA Home website, following the purchase procedure indicated thereon.

10.2. In addition to these Terms and Conditions, the terms of any additional supporting documentation available on the platform through which the Customer makes a purchase shall also apply.

10.3. Following confirmation of the order and payment, ORA Home shall proceed with the dispatch of the Product to the address indicated by the Customer, within the timelines communicated at the time of purchase.

10.4. Shipping costs shall be communicated to the Customer in a timely manner and shall be added to the price of the Product, unless otherwise stated.

10.5. Delivery shall be made at street level or to the Customer’s residence, as per the option selected and communicated at checkout.

10.6. The assembly service is optional, with an additional cost indicated at the time of purchase, and is strictly limited to the assembly of the Product supplied by ORA Home, in accordance with the manufacturer’s instructions. It does not include, under any circumstances: (i) disassembly or removal of old furniture or waste; (ii) preparation, levelling, or repair of walls, ceilings, or floors; (iii) connections to electrical, water, gas, or drainage networks; (iv) drilling of walls, ceilings, or floors for furniture fixation (unless expressly contracted and described as an additional service); (v) structural alterations or adaptations to the Customer’s premises. The Customer must ensure adequate access and a clean and unobstructed space.

10.7. ORA Home may advise against delivery/assembly in the event of evident risks (e.g., stairs without a lift for heavy items), but if the Customer insists, the delivery/assembly shall proceed at the Customer’s own responsibility.

10.8. Upon delivery, the Customer must inspect the packaging for signs of damage, moisture, or drops, and immediately report any anomaly on the carrier’s delivery document. Anomalies not reported at the time of delivery may limit subsequent complaints.

10.9. All delivery timelines presented are estimates and may vary due to logistical, production, or stock factors.

10.10. ORA Home reserves the right to refuse orders for locations with manifestly inadequate access, upon notification to the Customer.

10.11. In the event of exercising the right of withdrawal regarding goods which, by their nature, dimension, or weight (namely, bulky furniture pieces, upholstered seating, and solid stone or timber objects), cannot normally be returned by post, the Customer shall bear the direct costs of returning the goods in full. Given the specific architectural nature, engineering, and weight of ORA Home Products, the estimated maximum cost for returning these items via a specialized freight carrier ranges between €400.00 (four hundred euros) and €900.00 (nine hundred euros), depending on the exact volume of the piece and the geographic collection zone within Europe & UK.

11. PAYMENT

11.1. Payment for the Products shall be made by the Customer through the payment methods made available on the ORA Home website.

11.2. ORA Home reserves the right to refuse or cancel orders in the event of non-payment, incorrect data, or suspected fraud.

11.3. Subject to ORA Home’s commercial decision, payment in instalments, with or without interest, may be made available through a financial partner, subject to approval. The Customer’s data shall be transmitted to the partner for credit analysis.

11.4. For orders with a value equal to or exceeding €10,000.00 (ten thousand euros), or whenever the circumstances of the transaction so warrant, ORA Home reserves the right to request from the Customer the presentation of a valid identification document and, where applicable, information regarding the origin of the funds used for payment, in compliance with the legal obligations regarding the prevention of money laundering and the financing of terrorism, pursuant to Law No. 83/2017 of 18 August.

11.5. Failure to provide the requested information may result in the refusal or cancellation of the order by ORA Home, without conferring upon the Customer any right to compensation.

12. GENERAL PROVISIONS

12.1. If any provision of these Terms and Conditions is deemed null, voidable, inapplicable, ineffective, or unenforceable, or otherwise invalid, by any competent entity, including a court of competent jurisdiction, the invalidity of any such provision shall not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

12.2. In the event of a declaration of invalidity as per the preceding paragraph, these Terms and Conditions shall, to the maximum extent permitted by law, be interpreted so as to produce effects as similar as possible to those originally intended (including with the invalidated provision).

12.3. ORA Home reserves the right to amend these Terms and Conditions at any time and without prior notice, without prejudice to orders or sales already completed at the date of such amendment.

12.4. The processing of Customers’ personal data by ORA Home is carried out in accordance with the applicable legislation, as detailed in the Privacy Policy available on the website.

13. APPLICABLE LAW AND JURISDICTION

13.1. These Terms and Conditions are governed by and construed in accordance with Portuguese law, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

13.2. Without prejudice to applicable mandatory legal provisions and the Customer’s right to resort to alternative dispute resolution entities, as provided in clause 13.3, the parties agree to submit to the jurisdiction of the courts of the Lisbon judicial district the resolution of any legal issues arising from these Terms and Conditions.

13.3. The Customer may also resort to Alternative Dispute Resolution Entities, namely the following:

(a) National Centre for Information and Arbitration of Consumer Disputes (CNIACC)

(b) Centre for Arbitration of Consumer Disputes of the Coimbra Region (CACRC)

(d) Centre for Arbitration of the Autonomous University of Lisbon (CAUAL)

(e) Centre for Arbitration of Consumer Disputes of the Autonomous Region of Madeira (CACC RAM)

(f) Centre for Information, Mediation and Arbitration of Consumer Disputes of the Azores Region (CIMARA)

(g) Centre for Consumer Information and Arbitration of Porto (CICAP)

(h) Centre for Arbitration of Consumer Disputes of Ave, Tâmega and Sousa (TRIAVE)

(i) Centre for Information, Mediation and Arbitration of Consumer Disputes (Consumer Arbitration Court) (CIAB)

(j) Centre for Information, Mediation and Arbitration of the Algarve (CIMAAL)

14. DATE OF LAST UPDATE

14.1. April 2026