How to Cancel Orchestra

To cancel an order or return a product from Orchestra, follow these steps:

Cancellation Due to Stock Shortage or Delivery Issues

If the product is out of stock or there is a delay exceeding seven working days from the latest delivery date specified in the order (excluding cases of force majeure), you can cancel the order. Contact Customer Services either by phone on 022 338 13 82, Monday to Friday from 9:00 am to 5:00 pm, or via the contact form in the contact us section at www.orchestra.ch. You will be refunded as soon as possible and at the latest within fourteen days.

Right of Withdrawal

You have a withdrawal period of seven days from the delivery of your order to notify the return of the product for exchange or refund. To exercise this right, contact Customer Services by email at [email protected], indicating the order number, the products concerned, and the reasons for the return.

Returning a Product

• Contact Customer Services by email at [email protected], providing the order number, the products concerned, and the reasons for the return.
• Orchestra Switzerland will indicate the procedure to follow.
• Any product returned must be in its original packaging, complete, and not have been used or suffered any damage.
• For defective product returns, the price paid will be fully refunded, including shipping costs. For other returns, the price paid will be fully refunded in the form of a credit/voucher, excluding shipping costs.

Checking the Delivery

Upon receipt of the package, check the condition and content to ensure it matches the order. If the package is damaged or shows signs of having been opened, indicate any necessary reservations or claims, or refuse it where applicable. Reservations, claims or refusals must be addressed to Orchestra Switzerland Customer Services with a written request and reasons.

Refund Process

Once the withdrawal request is received, or upon return of the goods or provision of evidence that the goods have been reshipped to Orchestra, you will be reimbursed within a maximum of fourteen days.

Special Orders

For special orders of furniture (items ordered outside the catalogue, customized items), these cannot be cancelled after 7 days from the order date, and such furniture cannot be taken back following receipt.