Return and Exchange Policy

 

Return and Exchange Validity Period

  • Customers may request a return or exchange within 45 calendar days from the date the product is signed for and delivered.

  • For post-sale return requests, customers may provide the order number and relevant situational explanations, and we will assist in processing based on the order status and applicable conditions.

  • Once a return request is submitted, the merchandise must be shipped back to our designated facility no later than 45 calendar days from the date of notifying us of the return.

Statutory Quality Responsibility, Latent Defects, and Voluntary Six-Year Guarantee

We distinguish between mandatory statutory quality responsibilities, latent defect protections, and our voluntary extended commercial guarantees:

  • Two-Year Statutory Quality Liability:

    • Scope & Term: We assume statutory responsibility for product conformity and quality for 2 years starting from the date of physical delivery.

    • Remedies: If a product does not conform to quality standards at the time of delivery, customers are entitled to free repair or replacement. If repair or replacement is impossible or commercially unreasonable, customers may request a price reduction or rescission of the transaction with a refund.

    • Statute of Limitations: Any formal claims regarding this two-year statutory quality responsibility must be initiated within the applicable statutory claims limitation period following the delivery date.

  • Latent Defect (Hidden Defect) Protection:

    • Distinct Regime: Latent defect protection operates as an independent system from both the two-year conformity liability and our commercial guarantee.

    • Term & Starting Point: For manufacturing or material defects that existed prior to delivery but were not reasonably discoverable upon initial delivery inspection, customers have the right to assert claims for up to 6 years starting strictly from the date the defect was discovered.

  • Voluntary Six-Year Extended Structural Guarantee:

    • Nature of Guarantee: This six-year guarantee for United States orders is a voluntary commitment made by us. We strictly honor and fulfill all commitments made to our consumers.

    • Term & Starting Point: The six-year term begins from the date of physical delivery.

    • Scope & Conditions: Applies to the primary load-bearing structural frames and foundational joinery of our indoor furniture against spontaneous structural cracking, frame distortion, and joint detachment under normal indoor residential usage. It excludes normal surface wear, cosmetic scuffs, fabric aging, intentional damage, misuse, or environmental moisture damage.

    • Remedies: Under this voluntary protection, we offer free repair or replacement parts. If repair or replacement cannot resolve the structural failure, subsequent commercial remedies will be evaluated on a case-by-case basis.

Complaint Handling and Response Timelines

  • Initial Acknowledgment: We review incoming customer inquiries or formal complaints within 48 hours of receipt.

  • Formal Substantive Response: A comprehensive formal response and resolution plan will be issued within 45 calendar days of receiving the complaint.

  • Separation of Timelines: The 45-day response timeframe is strictly distinct from the time required to complete physical repairs, part shipments, or logistical exchanges. While an official resolution plan is issued within 45 days, replacement merchandise is dispatched within 1 to 3 business days following approval, with transit taking approximately 7 to 15 business days.

Commercial Order Cancellation Window

  • Customers may request to cancel an order and receive a full refund, provided the request is made within 48 hours of placing the order and the items have not yet been packed and dispatched from the warehouse.

  • If an order has already entered transit, it cannot be canceled mid-transit and must be processed under our standard 45-day return policy upon delivery.

Return and Exchange Conditions

Items are eligible for return or exchange under the following circumstances:

  • Product Appearance Issues: Visible surface scratches, dents, chips, or finish damage present upon arrival.
  • Product Quality Issues: Structural instability, missing structural hardware, broken frames, or mechanical component failure.
  • Odor and Severe Color Discrepancies: Pungent, non-standard chemical odors; severe, demonstrable chromatic aberration deviating from online product images.
  • Item Not as Described: Receiving an incorrect item, wrong dimensions, or incorrect model variant.
  • Change of Mind (No-Reason Return): Unwanted items returned within 45 calendar days of receipt, provided the merchandise is unused, unassembled, and kept in its original packaging with all parts and documentation intact.

Return Shipping Costs, Restocking Fees, Labels, and Oversized Estimates

  • Defect / Fulfillment Errors (We Bear the Cost): For returns caused by appearance defects, quality issues, severe odors, severe chromatic aberration, or incorrect shipments, we bear all return shipping costs.

  • Change of Mind Returns (Customer Bears the Cost): For no-reason returns, the customer is responsible for the return shipping costs.

  • Pre-Printed Return Labels: A return shipping label is enclosed inside every delivery parcel for customer convenience.

  • Label Deductions & Oversized Furniture Estimates:

    • For standard-sized furniture parcels, using our enclosed prepaid return label for a change-of-mind return will result in a flat fee deduction of $45.00 from the refund total.

    • For large indoor furniture items (such as large sofas, dining tables, or substantial solid-wood cabinetry), the estimated return shipping cost ranges from $85.00 to $180.00. If you choose to return an item for any reason using the prepaid return label included in the original packaging, a flat fee of $45.00 will be deducted from your refund.

Step-by-Step Return Process

  • Initiate Request: Contact us via email at info@zenivireastri.com or by phone at +81 3-5412-8930. Provide your order number, payment confirmation, specific return reason, and clear supporting photographs or videos.
  • Review & Return Authorization: We review your request promptly. Once approved, we will notify you through your original contact channel and provide the designated return facility address.
  • Dispatch Package: Pack the item securely and ship it to our designated return facility using the enclosed return label or designated freight carrier within 45 calendar days of notifying us.
  • Inspection & Refund: Upon receiving the return, we inspect the item to verify the reported condition. Once verified, your refund will be processed promptly according to our refund terms.

Step-by-Step Exchange Process

  • Initiate Request: Contact us via email at info@zenivireastri.com or by phone at +81 3-5412-8930 with your order number, payment proof, exchange reason, and photo/video evidence.
  • Review & Instructions: Upon review and authorization, we will provide the designated return facility address.
  • Ship Original Item: Return the original item to our designated facility.
  • Inspection & Dispatch of Replacement: Upon receipt and inspection verification, we will arrange the replacement shipment within 1 to 3 business days. The delivery timeframe for the replacement item is estimated at 7 to 15 business days.

Refund Scope and Processing Timeline

  • Refund Scope: For approved returns within the 45-day window, we refund the full purchase price along with the lowest standard delivery fee paid on the original order.

  • Refund Timing: Once a return request has been submitted, we will process the refund to your original payment method within 1–5 business days.

  • Payment Method: All refunds are issued exclusively to the original bank card (Visa, MasterCard, etc) used during checkout.

  • Account Credit Timeframe: Depending on the processing schedule of your financial institution or card issuer, refunds generally reflect on your bank card statement within 1 to 5 business days. If you do not see the credit after this timeframe, please contact us for assistance.

Additional Commercial Terms

  • Transit Damage Protocol: If your package arrives visibly damaged, crushed, or punctured, please take clear photos of both the outer carton and the inner items immediately before discarding any packaging, and notify us within 48 hours of delivery to expedite damage claims.

  • Packaging and Disassembly: When returning an item, it must be in an unused and unassembled condition, with the original packaging, instruction manuals, and all accessories intact.

Limitation of Liability

To the fullest extent permitted by applicable commercial standards, we shall not be held liable for indirect, incidental, or consequential damages resulting from improper assembly, unauthorized modification, misuse, or failure to follow indoor furniture maintenance recommendations. Our maximum liability for any claim shall not exceed the actual purchase price paid by the customer for the product in question.

Contact Us

For questions, return authorizations, or post-purchase support, please reach out to us using the official contact details below:

Address: 三田住友不動産三田ツイソビル西館7-4-6, 港区, 東京都 1080073, Japan
Phone: +81 3-5412-8930
Email: info@zenivireastri.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)