Refund policy

 

Return and Exchange Period

You have forty-five (45) calendar days from the date of physical receipt to submit a return or exchange request. For post-sale return requests, customers may provide the order number and relevant situational details, and we will assist in processing based on the order status and applicable conditions. Following your formal notice of return or withdrawal, the merchandise must be handed over to the carrier and shipped back to us no later than forty-five (45) calendar days from the date of your notice.

Conditions for Returns and Exchanges

Merchandise is eligible for return or exchange under the following circumstances:

  • Appearance Issues: Scratches, chips, dents, or finish blemishes present at the time of delivery.
  • Quality Issues: Structural wobbling, defective components, broken frames, missing hardware, or mechanical failure.
  • Odor or Severe Color Discrepancy: Pungent, persistent odors or extreme variance between the actual item color and the online product photos.
  • Incorrect Item Received: Receiving merchandise differing in size, model, material, or design from your confirmed order.
  • Change of Mind (No-Reason Returns): Items returned in clean, resalable condition with all parts, hardware packs, and packaging materials intact.

Quality Responsibilities, Extended Guarantees, and Latent Defects

We clearly define and honor our commitments across distinct quality protection tiers:

  • Two-Year Standard Quality Commitment:
    Commencing on the date of product delivery, we provide a two-year quality conformity assurance. If any indoor or outdoor furniture item fails to meet standard performance or exhibits manufacturing defects during this two-year term, you are entitled to free repair or product replacement. If repair or replacement is not viable, you may request an appropriate price reduction or a full refund. The time limit for lodging a claim under this quality commitment is two (2) years from delivery.

  • Six-Year Voluntary Commercial Structural Guarantee:
    As our voluntary commitment to structural durability for our online orders, we offer an extended Six-Year Structural Guarantee covering the core structural integrity of our furniture (specifically metal and hardwood load-bearing frames, primary welds, and critical assembly joints of tables, seating, and sofas). This voluntary guarantee begins on the date of delivery. Under this extended protection, we supply complimentary replacement hardware, structural parts, or complete replacements for structural failures under normal residential use. It excludes normal surface weathering, fabric fading, daily wear, or improper use. We unconditionally honor and uphold all commitments made to our customers.

  • Latent (Hidden) Defects Protection:
    Protection against latent manufacturing defects operates as a separate remedial mechanism from our commercial structural guarantee. The claim limitation period of six (6) years for a hidden material or manufacturing flaw commences specifically on the date the defect is discovered (or reasonably should have been discovered), rather than the original delivery date. Once a hidden structural flaw that impairs standard residential utility is verified, you are entitled to comprehensive remedies, including repair, free replacement, or contract rescission with a full refund.

Inquiries and Complaint Resolution Timelines

Customer satisfaction is our utmost priority. Upon receiving your post-sale inquiry, complaint, or formal request:

  • Initial Acknowledgment & Response: Once you have formally submitted a request for a return, exchange, or cancellation, our customer service team will send you a confirmation response along with an initial resolution plan within 24 to 48 business hours.

  • Investigation & Final Resolution: A comprehensive final resolution, formal decision, or settlement plan will be provided within forty-five (45) calendar days of complaint receipt. This 45-day evaluation period is strictly an administrative timeline and is independent of the physical turnaround time needed to complete shipping, part replacements, or bank processing.

Return Process

  • Submit Request: Contact us via email at support@garolorelia.com or by phone at +81 3-6438-5120. For post-sale return requests, customers may provide the order number and relevant situational details, and we will assist in processing based on the order status and applicable conditions, along with proof of payment, specific reasons for the return, and supporting photographs or videos.
  • Review & Return Address: Our support team will process your request immediately. Once approved, we will notify you through your contact method and provide our designated return facility address.
  • Dispatch Package: Pack the merchandise securely and ship it to our designated return facility using the return label provided.
  • Inspection & Refund Authorization: Upon physical arrival, our warehouse will inspect the returned merchandise against your stated claim. Upon verification, your refund will be authorized immediately.

Exchange Process

  • Submit Request: Contact us at support@garolorelia.com or +81 3-6438-5120. For post-sale return requests, customers may provide the order number and relevant situational details, and we will assist in processing based on the order status and applicable conditions, accompanied by your order number, proof of payment, exchange explanation, and clear photos or videos.
  • Review & Shipping Label: We will assess the inquiry immediately and, upon approval, issue exchange instructions and the designated return address.
  • Ship Original Item: Dispatch the item to our designated facility and retain the parcel tracking number.
  • Inspection & Replacement Dispatch: Upon delivery and inspection of the original merchandise, we will process and dispatch your replacement item within 1 to 3 business days. The estimated delivery time for replacement items is 7 to 10 business days. For further shipping details, please refer to our general shipping policy.

Refund Terms and Timelines

  • Refund Method: All refunds will be credited directly back to the original bank card (Visa, MasterCard, etc) used during checkout.

  • Processing & Settlement Period: Upon inspection approval or valid withdrawal notification, refunds are issued within 1 to 5 business days. Depending on your card issuer's clearing speed, funds typically appear on your statement within 1 to 5 business days. If funds do not appear after 5 business days, please contact us for immediate assistance.

  • Scope of Refund: Approved refunds include the full purchase price paid for the returned merchandise plus the original standard minimum delivery fee paid on the order.

Return Shipping Costs, Labels, and Oversized Freight Deductions

  • Pre-Enclosed Return Label: A pre-printed return label is included inside every package for your return convenience.

  • Allocation of Return Costs:

    • Our Responsibility: If a return is caused by appearance issues, quality defects, odor, severe color discrepancy, or an incorrect item sent, we bear all return transportation expenses.

    • Customer Responsibility: For change-of-mind / no-reason returns, return shipping costs are the customer's responsibility.

  • Oversized Furniture Freight Deductions:
    Indoor and outdoor furniture items are heavy and bulky. If you initiate a change-of-mind return using our pre-printed return label, the actual return carrier freight charge will be deducted from your final refund balance. For your budgeting reference, typical return shipping costs for oversized furniture range between $50.00 and $180.00, depending on unit weight, box dimensions, and transit distance. You may also arrange your own prepaid, fully tracked return shipment through a carrier of your choice.

Supplemental Commercial Standards

Order Cancellation Prior to Shipment

If you wish to cancel an order, please contact us within 48 hours of placing it. Provided that the items have not yet been packed or dispatched, we will cancel your order immediately at no extra cost and issue a full refund to your original payment method within 1–5 business days. If the items have already been handed over to the carrier and are in transit, the order cannot be intercepted or cancelled; in such cases, please wait for the package to arrive and then follow our 45-day return and exchange process.

Transit Damage Reporting

Upon delivery, please examine the outer packaging of your furniture parcel. If severe crushing, tearing, or component damage is visible, note the condition on the carrier’s proof of delivery and notify us within forty-eight (48) hours with photos of the damaged packaging and furniture parts. We will prioritize an expedited replacement or full refund.

Packaging Integrity for Returns

When returning large furniture items, please ensure the product remains clean, unassembled, and unused, with all accessories included and the original packaging intact, so that it remains in a condition suitable for resale.

Limitation of Liability

Except for our clear warranty and remedy commitments, we are not liable for incidental, indirect, or consequential damages resulting from self-assembly contrary to provided instructions, unauthorized product modifications, exceeding rated weight capacities, or exposure of indoor furniture to severe outdoor climate conditions.

Contact Us

For any inquiries regarding returns, exchanges, refunds, or product warranties, our dedicated customer service team serving our US online store is available through the following details:

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)