Service Policy

 

1. Introduction and Scope

This Service Policy applies exclusively to all products displayed, purchased, and delivered through our online store within the contiguous United States. By accessing our website, creating an account, or placing an order, you agree to comply with and be bound by the terms detailed herein. We operate solely as an online retail store without physical storefronts.

2. User Accounts and Website Responsibility

When establishing an account on our website, you must provide accurate, current, and complete information. You are solely responsible for maintaining the confidentiality of your account credentials and password, as well as restricting access to your devices. We reserve the right to refuse service, terminate accounts, or cancel orders at our sole discretion if account terms are breached. While we make every reasonable effort to maintain uninterrupted site availability, we do not warrant that the website will always be error-free or uninterrupted.

3. Product Presentation, Inventory, and Pricing Rights

We display indoor furniture and selected outdoor furnishings with maximum achievable accuracy regarding dimensions, colors, finishes, and structural components. However, actual display results may vary depending on individual monitor calibrations. All inventory quantities and pricing are subject to real-time verification. We reserve the right to correct any typographical errors, inaccuracies, or omissions, and to change or update information or cancel orders at any time without prior notice if any information is inaccurate, even after an order has been submitted.

4. Orders and Payments

Once an order is submitted, you will receive an electronic confirmation acknowledging receipt. All payments must be made at the time of purchase using accepted major bank cards, including Visa, MasterCard, and other supported payment options shown at checkout. Orders will only be scheduled for processing after payment authorization is cleared by the payment processor.

5. Shipping Policy

  • Delivery Scope: We deliver exclusively within the United States. Deliveries to any other destinations outside the United States are not supported.

  • Shipping Rates: Orders totaling $50.00 or more qualify for free standard shipping. Orders under $50.00 are subject to a uniform flat delivery fee of $15.99.

  • Handling Time: Order processing and packaging take 1 to 3 business days.

  • Transit Time: Standard delivery transit time typically ranges between 5 to 8 business days, depending on destination location.

  • Carriers: Our primary shipping partners include UPS, FedEx, and DHL.

  • Further Information: For additional details regarding shipping schedules, geographical coverage, and terms, please review our Shipping Policy.

6. Order Cancellation

  • Cancellation Terms: Orders may be canceled directly within 48 hours of placement if they have not yet been dispatched. If more than 48 hours have elapsed since placement, or if the order has already entered transit, cancellation is no longer possible; in such cases, please receive the delivery and initiate a standard return request with us.

  • Refund Issuance: Approved cancellations will be refunded to the original payment method used during checkout.

  • Processing Timeline: Once cancellation conditions are met, refunds will be credited back to your original payment card (Visa, MasterCard, etc.). Depending on your card issuer’s operational schedule, we expect refunds to arrive within 1 to 5 business days. If funds are not received within this period, please contact us promptly.

  • Detailed Procedures: For further instructions on handling cancellations, please consult our Cancellation Policy.

7. Returns, Exchanges, and Refunds

  • Exchange Scope and Eligibility: We offer a 14-day exchange period starting from the date of confirmed delivery. Items eligible for exchange must remain in uninstalled, unassembled condition, with complete structural hardware, accessories, and original protective packaging intact.

  • 14-Day Commercial Policy Distinction: Our voluntary 14-day commercial return and exchange program is governed strictly by separate criteria from statutory remedies and does not mix procedures, proof standards, or fee structures.

  • Commercial Return Assessment: For after-sales return requests, customers may provide the order number and relevant description of the situation, and we will assist in processing based on the order status and applicable conditions.

  • Cancellation and Statutory Refund: Within 1 to 5 business days following formal notice of cancellation under applicable consumer protection standards, we will refund all payments received from you, including standard ground delivery charges.

  • Quality Assurance and Consumer Rights: All purchases delivered to United States destinations are backed by warranty standards pursuant to the Uniform Commercial Code (UCC). All existing commitments and quality guarantees previously extended to customers remain fully recognized and honored.

  • Response to Inquiries and Complaints: We provide a formal written response within 14 calendar days of receiving a customer complaint. This response timeframe is independent of the practical duration required to perform repair, parts dispatch, or product replacement.

  • Two-Year Conformity Responsibility: Products carry a 2-year quality responsibility period starting from the physical delivery date. Claims regarding structural or quality non-conformity must be submitted within applicable limitation periods.

  • Six-Year Extended Structural Framework Support: We distinguish our 2-year general quality responsibility from our voluntary 6-year extended structural framework commitment. This 6-year commercial structural support commences strictly on the confirmed delivery date.

  • Distinction of Claim Periods: Formal statutory claim timelines operate independently from our voluntary extended commitments.

  • Return Costs and Restocking Fees: Where returns result from structural defects or verified non-conformity, we bear all return transportation expenses. For voluntary 14-day returns without defect, the customer is responsible for the actual return shipping expenses.

  • Hidden Defects Claim Period: Claims regarding hidden manufacturing defects must be submitted within the established limitation timeline commencing from the date the defect is discovered by the customer, operating independently from standard delivery-based conformity windows.

  • Structural Support Classification: Latent defect remedies and our voluntary 6-year structural framework protection represent distinct arrangements: the former addresses unobservable manufacturing flaws with time running from discovery, whereas the latter provides dedicated structural integrity backing starting from the original delivery date.

  • Return Transportation for Oversized Furnishings: For items confirmed to be defective or problematic, we will cover the full cost of pickup. For returns of large furniture items not related to quality issues—where our provided shipping label is used—the shipping charges will be deducted directly from the final refund amount. All returned items must be sent to our designated warehouse return center.

  • Return Freight Estimates for Oversized Items: The estimated return shipping cost for large furniture items (such as dressers, dining tables, and sofas) ranges between $50.00 and $150.00 per item, depending on weight and distance. If our prepaid return label is utilized, this exact cost will be deducted from the final refund.

  • Separation of Return and Cancellation Periods: The 14-day commercial return policy and the 48-hour pre-shipment order cancellation window operate independently; once an order has been shipped or the 48-hour period has elapsed, all requests must be handled through the post-delivery after-sales process.

  • Steps Required from the User: To initiate a return, contact our support team, provide documentation of the product condition, repack the merchandise securely in original boxes with all included hardware, and attach the provided return authorization slip.

  • Return Inspection: Returned items are evaluated within 2 business days of receipt at our facility to verify structural condition, accessory completeness, and packaging status.

  • Refund Method: All refunds will be processed through the original payment processor back to the original card used (e.g., Visa, MasterCard, etc).

  • Credit Schedule: Once a return is confirmed, funds will be refunded to your card account. Depending on your financial institution, we expect refunds to arrive within 1 to 5 business days. Contact us if delays occur.

  • Detailed Terms: For complete guidelines, please refer to our Return and Refund Policy.

8. Privacy and Data Protection

We process your personal and transactional information under standard data security protocols. To review our collection, storage, and handling practices, please refer to our Privacy Policy.

9. Product Categorization and Usage Guidelines

Indoor Furniture Usage: Products cataloged as indoor furniture (such as solid wood dining tables, fabric sofas, desks, and dressers) must be used exclusively in climate-controlled indoor environments. Exposure to outdoor elements, precipitation, or direct unmitigated UV sunlight voids standard structural support.

10. Dispute Resolution and Governing Law

Any dispute, claim, or controversy arising out of or relating to this agreement, site usage, or product purchases shall be resolved through binding individual arbitration administered under the commercial rules of the American Arbitration Association (AAA) in the State of Florida, rather than in court. All matters shall be construed under the laws of the State of Florida, without regard to conflict of law principles.

11. Intellectual Property

All content included on our website—such as text, graphics, logos, product imagery, structural diagrams, and digital assets—is the exclusive property of our enterprise and protected by United States and international copyright and trademark protections. Unauthorized reproduction, modification, distribution, or display is strictly prohibited.

12. Limitation of Liability

To the fullest extent permissible by applicable law, we shall not be liable for any indirect, incidental, punitive, special, or consequential damages resulting from the use of, or inability to use, our website or products, including but not limited to loss of data, loss of anticipated profits, or property disruptions, even if we have been advised of the possibility of such damages. In no event shall our total liability exceed the purchase price paid for the specific item giving rise to the claim.

13. Modifications to Service Policy

We reserve the right to revise, update, or alter any part of this Service Policy at our sole discretion. Any updates take effect immediately upon posting to the website. Your continued use of the site or placement of orders following the posting of changes constitutes acceptance of those revisions.

14. Force Majeure

We shall not be held liable or responsible for any failure to fulfill, or delay in fulfilling, our obligations under this Service Policy caused by events beyond our reasonable control. Such events include acts of God, extreme natural disasters, freight carrier strikes, transportation blockages, utility failures, or government embargoes.

15. User Obligations

Users agree not to misuse our website, attempt unauthorized access to our digital infrastructure, introduce malicious software, disrupt site performance, or submit misleading order information. Violations of system security may result in immediate access revocation and legal remedies.

16. Safe Product Assembly and Usage

Customers must assemble and install all furniture products strictly in accordance with the provided instructional manuals and safety documentation. For tall storage units, bookcases, and dressers, wall anti-tip restraint devices included in packaging must be properly anchored into structural wall studs to prevent tip-over hazards. We assume no liability for damages or injuries arising from improper assembly, failure to install anchor safety kits, structural alterations, or load weights exceeding stated maximum capacities.

17. Electronic Communications

By utilizing our website, sending emails, or submitting orders, you consent to receive electronic communications from us. We will communicate with you by email or by posting notices on this site. You agree that all notices, disclosures, agreements, and other communications provided electronically satisfy any legal requirement that such communications be in writing.

18. Severability and Assignment

If any provision of this Service Policy is determined to be unlawful, void, or unenforceable, that provision shall remain enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed without affecting the validity and enforceability of remaining provisions. You may not assign your rights under this policy without our prior written consent; we may assign our rights and duties at any time.

19. Entire Agreement

This Service Policy, along with related transactional policies posted on our website, constitutes the complete and exclusive understanding between you and us concerning the subject matter herein, superseding all prior oral or written negotiations, statements, or representations.

20. Contact Information

For inquiries, service support, or operational assistance, please contact us using the details below:

Address: 232 Fairfield Dr, Sanford, FL 32771, United States
Phone: +1 (407) 835-9241
Email: client@xorlena.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)