Service Policy

 

1. Introduction and Scope

This Service Policy governs all transactions, interactions, orders, and services conducted through our online store for customers residing within the United States. By browsing our website, placing an order, or utilizing our services, you acknowledge and agree to comply with all provisions detailed herein.

2. User Accounts and Website Responsibility

When creating an account, you must provide accurate, current, and complete information and maintain the security of your credentials. You are responsible for all actions conducted under your account. We strive to maintain site availability and data integrity; however, we do not guarantee that website functions will be completely uninterrupted or error-free at all times. We reserve the right to suspend accounts, refuse service, or remove content in instances of suspected security risks or policy violations.

3. Product, Inventory, and Pricing Notification Rights

All furniture specifications, dimensions, materials, and color descriptions are presented with reasonable accuracy. However, slight variations may arise due to monitor calibrations or natural material characteristics. All inventory levels and prices are subject to real-time adjustments without prior notice. If an item is ordered at an incorrect price or becomes unavailable prior to fulfillment, we reserve the right to notify you and adjust or cancel the order accordingly.

4. Orders and Payments

An order placed online constitutes an offer to purchase. Acceptance occurs when you receive an official order confirmation from us. Payments must be processed through verified debit/credit cards (such as Visa, MasterCard, etc.) at the time of order placement. Funds are verified and charged immediately upon order checkout.

5. Shipping Policy

  • Delivery Scope: We exclusively ship to addresses located within the contiguous United States. Deliveries to addresses outside the United States are not supported.

  • Shipping Fees: Orders totaling $70.00 or more qualify for standard free shipping. Orders under $70.00 are subject to a uniform shipping fee of $17.99.

  • Handling Time: Orders are processed, packaged, and prepared for dispatch within 1 to 3 business days.

  • Transit Time: Once dispatched, standard transit time generally ranges between 7 to 10 business days.

  • Shipping Carriers: Our primary shipping and freight partners include UPS, FedEx, DHL, and specialized freight carriers for oversized items.

  • Detailed Information: For additional details regarding shipping transit times, geographical coverage, and related requirements, please consult our Shipping Policy Page.

6. Order Cancellation

  • Cancellation Terms: Orders may be canceled directly within 48 hours of placement, provided they have not yet been dispatched. Orders placed more than 48 hours prior or orders that have already been dispatched cannot be canceled; in such cases, please wait for delivery and then contact us to process a return and refund.

  • Refund Channel: Any approved refund will be issued directly back to the original payment method utilized during the purchase.

  • Processing Time: Once an order cancellation meets the eligible conditions, funds are credited back to your original payment card (Visa, MasterCard, etc.). Depending on your issuing financial institution, funds typically reflect in your account within 1 to 5 business days. If the funds do not appear after this timeframe, please contact us for immediate assistance.

  • Detailed Information: For complete instructions regarding our cancellation procedures, please refer to our Cancellation Policy Page.

7. Returns, Exchanges, and Refunds

  • Exchange Scope and Conditions: The exchange period is 45 days (calculated from the date the item is received). You may request an exchange within this timeframe if the product has a manufacturing defect, sustained damage during transit, or does not match the item ordered. Items for exchange must be clean, unassembled and unused, complete with all accessories, and in their original, intact packaging, such that they remain suitable for resale.

  • Support Procedures: For after-sales return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.

  • Standard Refund Execution: Within 1–5 days after you formally notify us of a return, exchange, or cancellation, we will refund your full payment—along with the cost of standard (lowest-tier) shipping—using the original payment method.

  • Guarantee Standards and Commitments: All commitments previously made to consumers remain fully recognized and honored. We outline specific coverage requirements below to preserve your consumer rights.

  • Complaint Response Timelines: We commit to providing a formal, substantive response to any customer service inquiry or complaint within 45 days of receipt. This response timeframe is separate from the physical execution timeline required to perform any repair or replacement.

  • Two-Year Baseline Conformity Period: A 2-year quality responsibility period applies to all furniture items, beginning on the date of product delivery. Claims regarding product non-conformity must be submitted within this two-year period.

  • Six-Year Voluntary Extended Structural Warranty: Distinct from baseline conformity, we offer a voluntary 6-year structural protection commitment on all structural frames and core load-bearing components of our furniture. This 6-year period commences on the date of delivery.

  • Separation of Baseline Liability and Extra Commitments: The 2-year baseline responsibility covers general non-conformity and material defects. The voluntary 6-year structural warranty is an independent, additional commercial commitment provided by us to guarantee structural integrity.

  • Return Costs and Fixed Deductions: For voluntary returns of items free from quality defects within the 45-day return period, the customer is responsible for the return shipping costs. If you choose to return an item without a specific reason and utilize the pre-paid return label included in the package, the actual return shipping cost charged by the carrier will be deducted from your final refund amount.

  • Hidden Defects Redress: The right to assert claims for hidden defects (latent defects existing prior to delivery but non-discoverable upon ordinary inspection) remains actionable for a period of up to 6 years, commencing strictly from the date the defect is discovered. This remains distinct from baseline conformity.

  • System Distinctions (Hidden Defects vs. Commercial Warranty): Hidden defect coverage addresses pre-existing latent manufacturing defects (starting upon discovery, up to 6 years), whereas the commercial structural warranty addresses structural frame failure during normal use (starting on the delivery date, valid for 6 years).

  • Return Shipping and Freight Allocation: For returns resulting from our error, damage in transit, or non-conforming items, we bear all return transit expenses. For discretionary returns, the customer bears the return transit costs.

  • Oversized Furniture Return Estimates and Label Deductions: The shipping cost for returning large furniture items typically ranges from $50 to $180, with an estimated upper limit of $200. If you choose to return an item for personal reasons (i.e., a "no-reason" return) and use the prepaid return label included in the packaging, the actual return shipping cost charged by the carrier will be deducted directly from your final refund amount.

  • 45-Day Discretionary Returns: You have 45 days from the date of physical receipt to request a discretionary return, provided the item is unassembled, undamaged, and kept in original packaging. The cancellation window remains uniformly established at 48 hours post-purchase.

  • User Action Steps (Application Steps): Customers must check that the item qualifies, prepare the furniture components in secure packaging, provide the order number and relevant details, and follow the dispatch guidance we provide.

  • Return Logistics and Center: Once your return or exchange request has been approved, please send the items to our designated return processing center (the specific address will be provided along with your return authorization). Items must be shipped within 45 days of receiving these instructions. The next steps in the process will be initiated once the items have been received and verified at our warehouse.

  • Refund Method: Refunds are systematically issued back to the original card or payment account (e.g., Visa, MasterCard, etc) used during checkout.

  • Credit Arrival Timelines: Following return inspection and approval, funds are sent back to your original payment card (Visa, MasterCard, etc.). Funds generally appear in your account within 1 to 5 business days, depending on your bank's schedule. Please contact us if you experience delays beyond this window.

  • Detailed Policy Access: For step-by-step procedures regarding returns, replacements, and refunds, please consult our Return and Refund Policy Page.

8. Privacy and Data Protection

We respect your privacy and protect personal data collected during website use. For details on how personal data is gathered, processed, and safeguarded, please consult our Privacy and Data Protection Page.

9. Product Environmental and Usage Specifications

  • Indoor Furniture: Products designated strictly for indoor use must only be maintained in climate-controlled, dry indoor environments. Exposure to moisture, direct precipitation, or high-humidity outdoor conditions voids normal structural and material protections.

  • Outdoor Furniture: Products designated as outdoor furniture are engineered with weather-resistant coatings and materials. To maximize longevity, they must be used and cared for in strict accordance with the product-specific care manual (e.g., using protective outdoor covers during winter seasons, preventing submersion in standing water, and anchoring during high winds).

10. Dispute Resolution and Applicable Rules

Any controversy, claim, or dispute arising out of or relating to this policy or your purchase shall be resolved through good-faith negotiation. If an informal resolution cannot be achieved, disputes shall be submitted to binding individual arbitration under the commercial arbitration rules established in the United States, rather than in court. All actions must proceed on an individual basis and not as a plaintiff or class member in any class or representative proceeding.

11. Intellectual Property

All website designs, structural imagery, logos, graphics, text compositions, and software compilations are our exclusive property or licensed to us. Unauthorized reproduction, modification, distribution, or commercial exploitation of any site content is strictly prohibited.

12. Limitation of Liability

To the maximum extent permitted by governing standards, we shall not be liable for any indirect, incidental, punitive, or consequential damages arising out of the use, inability to use, or structural failure of furniture, provided we have fulfilled our explicit baseline obligations. Our aggregate liability shall not exceed the total purchase price paid by you for the specific item at issue.

13. Modifications to Service Terms

We reserve the right to revise, update, or alter any portion of this policy at any time. Changes become effective immediately upon posting to the website. Your continued use of our website or services following any updates represents complete acceptance of the revised terms.

14. Force Majeure

We shall not be held liable or considered in breach of our obligations due to events beyond our reasonable control. Such events include acts of nature, severe weather, port blockades, carrier delays, industrial disputes, utility outages, or disruptions in freight transportation networks.

15. User Obligations

You agree not to disrupt website operations, transmit malicious code, attempt unauthorized access to site servers, or use false identities or financial details during checkout. Failure to adhere to these rules permits us to terminate your service access immediately.

16. Product Assembly and Safe Use

Furniture items must be assembled in strict compliance with the provided assembly instructions. All anchor kits (such as anti-tip hardware for cabinets and dressers) must be securely installed to avoid tipping risks. Exceeding recommended weight limits or modifying structural components is unsafe and voids warranty protections.

17. Electronic Communications

When you place orders, send electronic mail, or communicate through our web interfaces, you consent to receive communications from us electronically. You agree that all notices, disclosures, agreements, and communications sent electronically satisfy any formal standard that such communication be in writing.

18. Severability

If any single provision or section of this policy is determined to be invalid, void, or unenforceable by an arbitrator or authority of competent jurisdiction, that specific provision shall be deemed severable and shall not affect the validity and enforceability of any remaining provisions.

19. Entire Agreement

This policy, together with our related operational policies linked herein, constitutes the complete and exclusive agreement between you and us regarding transactions and service use, superseding all prior oral or written agreements or communications.

20. Contact Information

Address: 六本木住友不動産六本木グランド夕ワ一16-2, 港区, 東京都 1060032, Japan
Phone: +81 3-6438-5120
Email: support@garolorelia.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)