Service Policy


1. Introduction and Scope

This Service Policy constitutes a binding agreement between you and us for all activities conducted through our online store. By browsing, placing orders, or communicating with us through this website, you confirm your acceptance of these terms. We conduct our business exclusively online and do not operate any physical retail locations.

2. User Accounts and Website Responsibility

When registering an account on our website, you agree to provide true, accurate, and current information. You are solely responsible for maintaining the confidentiality of your account credentials, passwords, and restricted access to your devices, as well as for all activities conducted under your account. We reserve the right to suspend accounts, cancel orders, or refuse services if deceptive, fraudulent, or unauthorized actions occur. While we continuously maintain platform security and performance, we do not guarantee that the website will always operate without interruptions or technical delays.

3. Product, Inventory, and Price Notification Rights

We endeavor to display product dimensions, textures, finishes, and colors with the greatest possible fidelity. However, actual visual presentation may differ depending on your display hardware and color calibrations. Product availability, specifications, and prices are subject to updates at any time without prior notice. In the event an item is displayed with an inaccurate price or incorrect stock level due to typographical or system calculation errors, we reserve the right to decline or cancel orders placed for such items, followed by prompt written notice and a full refund.

4. Orders and Payment

All orders submitted through our website represent an offer to purchase and become binding only upon our acceptance, which occurs when payment is confirmed and an official order confirmation is issued. We accept major card payment methods, including Visa and MasterCard, etc. By submitting payment, you confirm that you hold authorized access to the payment account used.

5. Shipping Policy

  • Delivery Coverage: We deliver to destinations throughout the United States. Currently, we do not ship to locations outside of the United States.

  • Shipping Rates:

    • Orders with a total merchandise value of $80 or more (inclusive) qualify for free standard delivery.

    • Orders under $80 will incur a flat shipping fee of $18.99.

  • Handling Time: Orders are processed and dispatched within 1 to 3 business days.

  • Transit Time: Delivery transit typically ranges between 7 to 15 business days.

  • Carriers: Our primary freight and parcel logistics partners include UPS, FedEx, and DHL.

  • Further Shipping Details: For more details regarding shipping coverage, operational schedules, and specific conditions, please consult our Shipping Policy.

6. Order Cancellation

  • Cancellation Conditions: Orders that have not entered the fulfillment process and are within 48 hours of placement may be canceled directly. Orders placed for more than 48 hours or orders that have already been dispatched cannot be canceled; in such cases, please wait for the carrier to complete delivery and contact us to initiate a standard return and refund process.

  • Refund Method: Approved cancellations will be refunded directly to the original payment method used at checkout.

  • Processing & Timeline: Once eligible, refunds will be credited back to your original bank card account (Visa, MasterCard, etc.). Depending on individual banking institutions, funds are expected to reflect in your account within 1 to 5 business days. If funds are not received after 5 business days, please contact us for immediate resolution.

  • Detailed Cancellation Procedure: For further details on canceling an order, please visit our Cancellation Policy.

7. Returns, Exchanges, and Refunds

  • Eligibility & Exchange Period: The exchange period is 45 days (calculated from the date of receipt). To be eligible for an exchange, items must remain unused and unassembled, with the original packaging, instruction manuals, and all accessories intact.

  • Return & Exchange Assistance: For after-sales return requests, customers may provide the order number and relevant details, and we will assist based on the order status and applicable conditions.

  • Full Refund & Minimum Delivery Reimbursement: Within 1–5 days of your return request, we will issue a refund for the full cost of the item(s) and the standard (lowest-tier) shipping fee, using the original payment method. We will also provide information regarding further reasonable protections or support.

  • Applicable Standards for United States Orders: For orders fulfilled within the United States, we honor all commercial standards, express covenants, and consumer protection frameworks applicable to residential furniture, ensuring that all commitments made to you are fully upheld.

  • Complaint Handling Timeline: We commit to providing a formal response to any after-sales complaint within 45 days of receipt. This inquiry response timeline is strictly separate from the operational schedule required to complete physical repairs, part shipments, or item replacements.

  • 2-Year Conformity & Limited Quality Warranty: We provide a 2-year quality conformity warranty commencing on the date of physical delivery, ensuring goods conform to agreed specifications. This 2-year warranty period is distinct from statutory limitations for bringing formal legal actions.

  • Voluntary 6-Year Commercial Structural Protection: In addition to the 2-year conformity period, we provide an independent, voluntary 6-year commercial structural protection specifically covering core internal wooden and metal framing elements. This extended structural protection also commences on the date of physical delivery.

  • Clear Separation of Rights and Timelines: The 2-year conformity warranty, formal claim limitation periods, and our voluntary 6-year structural protection operate under distinct frameworks, conditions, and separate time calculations.

  • Terms, Start Dates & Fixed Deductions: The period for returns and exchanges begins on the date of delivery. There are no additional charges for returns resulting from product defects. For returns initiated within 45 days for personal reasons, any fixed return shipping costs or associated processing fees will be clearly communicated prior to the authorization of the return.

  • Hidden Defects Protection: Recourse for latent or hidden defects operates under an independent 6-year period commencing from the actual date the hidden defect is discovered, remaining separate from delivery-based conformity rights.

  • Distinction Between Hidden Defects & Structural Coverage: Hidden defect remedies cover manufacturing flaws that could not reasonably be identified upon initial inspection (calculated from discovery), whereas our voluntary commercial structural coverage safeguards load-bearing integrity against standard failure (calculated from delivery).

  • Return Shipping Responsibilities: Return logistics costs for defective items or non-conforming deliveries will be borne entirely by us. If a return is initiated for personal preference or discretionary reasons, the customer is responsible for the return freight.

  • Oversized Furniture Return Freight & Label Deductions: For large indoor furniture items (such as sectional sofas, solid wood dining tables, large storage cabinets, etc.), the estimated return shipping cost typically ranges from $80.00 to $180.00 (depending on weight, dimensions, and shipping distance). 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.

  • 45-Day Discretionary Window: Customers enjoy a continuous 45-day evaluation period from the date of physical receipt to submit return requests.

  • Application Steps: To initiate a return, contact our support team with your order number, delivery documentation, and clear photographs showing the product condition.

  • Return Logistics & Return Facility: Returned items must be sent to our designated logistics processing center. The specific return warehouse address will be provided along with a Return Merchandise Authorization (RMA) form once your return request has been approved. Please do not send items to our administrative office address. When packing the return, ensure that all internal protective padding is properly replaced and the package is securely sealed.

  • Damaged or Defective upon Arrival: If your furniture arrives damaged, defective, or with missing hardware, please notify us within 48 hours of delivery with photographic evidence. We will arrange a free replacement, component dispatch, or repair at zero cost to you.

  • Refund Channel: All refunds are issued exclusively through the original payment processor and bank card network (Visa, MasterCard, etc.) used during initial purchase.

  • Refund Clearance Window: Once the returned furniture is received and inspected at our logistics facility, funds will be released to your card account within 1 to 5 business days. Please contact us if your financial institution has not posted the funds beyond this timeline.

  • Detailed Policy Access: For complete step-by-step guidance on returns and refunds, please review our Return and Refund Policy.

8. Privacy and Data Protection

We respect your privacy and employ appropriate administrative and technical measures to protect your personal information. For comprehensive details regarding our data collection, storage, and processing practices, please consult our Privacy Policy.

9. Product Usage Conditions and Limitations

Indoor Furniture Usage: Products categorized as indoor furniture are designed exclusively for interior, climate-controlled, dry residential living areas. Placement in areas with outdoor exposure, direct rainwater, persistent high humidity, or severe sun exposure voids standard wear and tear protections.

10. Dispute Resolution and Governing Principles

This Service Policy and all purchase transactions conducted through our website shall be interpreted and governed by the commercial standards and uniform codes of the United States. In the event of any disagreement, both parties agree to first engage in good-faith informal negotiations. If a resolution cannot be reached, disputes shall be submitted to binding arbitration or small claims courts within competent jurisdiction.

11. Intellectual Property

All content on this website—including graphical layouts, textual descriptions, product imagery, structural diagrams, and digital assets—is our exclusive property and protected under applicable intellectual property frameworks. Unauthorized duplication, modification, scraping, or commercial exploitation is strictly prohibited.

12. Limitation of Liability

To the fullest extent permitted by commercial trade standards, we shall not be liable for any indirect, incidental, punitive, or consequential damages resulting from the use of our website or the purchase, assembly, or use of our furnishings. Our maximum aggregate liability for any direct claim shall not exceed the actual purchase price paid by you for the specific item at issue.

13. Modifications to Service Terms

We reserve the right to amend, update, or revise this Service Policy at any time. All updates become effective immediately upon being posted on this website. Your continued use of the website following any update signifies your full acceptance of the revised terms.

14. Force Majeure

We shall not be liable for delivery delays, non-performance, or order disruptions caused by circumstances beyond our reasonable control, including but not limited to severe natural events, carrier strikes, transport infrastructure failures, public utility disruptions, port congestion, or major supply route disruptions.

15. User Obligations

Users agree not to compromise website security, introduce destructive scripts, engage in automated data harvesting, or submit fraudulent payment information. You agree to utilize all furniture items strictly in accordance with their designated functional purpose.

16. Product Safety and Assembly

Furniture requires proper assembly and stable placement. You must strictly follow the assembly diagrams, structural instructions, and weight capacity limits provided in the packaging. For all upright furniture (such as tall chests, wardrobes, and bookshelves), wall-anchoring anti-tip safety kits must be installed immediately upon setup to prevent accidental tipping.

17. Electronic Communications

By using our online store or sending emails to us, you consent to receive electronic communications. You agree that all notices, disclosures, invoices, and purchase confirmations sent to you electronically satisfy any legal requirements that such communications be in writing.

18. Severability

If any provision of this Service Policy is determined to be invalid, unenforceable, or void by a court or arbitration forum of competent authority, such determination shall not affect the validity of the remaining provisions, which shall remain in full force and effect.

19. Entire Agreement

This Service Policy, together with our linked operational policies, constitutes the final, complete, and unified understanding between you and us concerning your use of our online store and furniture purchases.

20. Contact Information

For assistance, order questions, or warranty notifications, please contact our team using the exact 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)