Return and Refund Policy

 

Return and Exchange Validity Period

You may request a return or exchange within 14 calendar days from the date of confirmed delivery. Requests initiated after 14 calendar days from delivery are not eligible for standard commercial returns.

Qualifying Return and Exchange Conditions

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

• Appearance Issues: The product arrives with scratches, dents, chips, or finish damage.
• Quality Defects: Structural instability, defective hardware, broken joinery, or functional failures.
• Odor or Severe Color Discrepancy: Excessive chemical or material odors, or a substantial, unmistakable color deviation from the online product listing.
• Incorrect Item Delivered: The delivered item does not match the specifications, model, or dimensions ordered.
• Customer Remorse (No-Reason Return): You decide you no longer want the item, provided it is completely unused, unassembled, and in its original packaging with all components, hardware, and protective materials intact.

Commercial Return and Cancellation Procedure

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

• To cancel an order before fulfillment, please contact us immediately. If the product has already been dispatched, standard return procedures apply.

• Once you notify us of your decision to return, you must dispatch the item to our designated return facility no later than 14 calendar days from that notification date.

Step-by-Step Return Process

• Contact us via email at client@xorlena.com or phone at +1 (407) 835-9241 to submit your request. Please provide your order number, proof of purchase, return reason, and clear supporting photos or videos.
• Our customer care team will review and process your request immediately. Once approved, we will provide you with the return authorization and confirm the exact return facility address.
• Securely pack the item and return it to our designated return address using the return label provided.
• Upon delivery at our facility, our inspection team will verify the condition of the merchandise against the submitted details. Once approved, your refund will be issued immediately.

Step-by-Step Exchange Process

• Contact us via email at client@xorlena.com or phone at +1 (407) 835-9241 to submit an exchange request with your order number, proof of purchase, exchange reason, and photos/videos.
• Our support team will process your application immediately. Upon approval, we will confirm the return facility address.
• Return the original merchandise to our specified facility address.
• Once received and inspected, replacement fulfillment will be arranged within 1 to 3 business days. The estimated delivery transit time for the replacement item is 5 to 8 business days.

Return Labels and Shipping Fee Rules

• Return Labels: A pre-printed return shipping label is enclosed inside every product parcel for your return convenience. Please note that return authorization from our support team is required prior to shipping to ensure accurate warehouse intake.

• Defects, Damage, Odor, Color Discrepancy, or Incorrect Item: We cover 100% of the return freight costs.

• Customer Remorse (No-Reason Returns): The customer is responsible for actual return freight costs.

• Bulky Item Return Freight Estimate & Label Deductions: For large indoor furniture returned due to remorse, return freight typically ranges between $50.00 and $150.00 per carton, capped at a maximum of $150.00 per package. If you use our enclosed prepaid return label for a remorse return, this pre-estimated freight fee will be deducted directly from your final refund amount.

Refund Terms and Timelines

• Refund Method: Approved refunds will be credited back to the original payment method used at checkout (Visa, MasterCard, etc.).

• Refund Timeline: We will initiate your refund within 1 to 5 days after receiving your withdrawal notification or receiving the returned merchandise. Depending on your financial institution's processing efficiency, funds typically reflect in your account within 1 to 5 business days. Please contact us if you have not received funds beyond this timeframe.

• Refund Scope: Qualifying returns receive a full refund of the merchandise purchase price plus our standard least expensive initial delivery cost. Express shipping add-ons are non-refundable.

Quality Commitments, Latent Defects, and Voluntary 6-Year Commercial Warranty

We maintain dedicated, clear quality warranty terms for our indoor furniture:

• 2-Year Quality Warranty Period: Starting from the date of confirmed delivery, we provide a 2-year quality liability period. If an item develops functional or structural issues under normal indoor residential use within 2 years, you are entitled to free replacement parts, full replacement, or an appropriate partial/full refund.

• Latent Manufacturing Defects: If a latent manufacturing flaw that could not have been identified upon delivery becomes evident over time, customers may submit a claim up to 6 years from the initial date the defect was reasonably discovered.

• Voluntary 6-Year Commercial Structural Protection: As our voluntary commitment to long-lasting durability, we provide a 6-year commercial structural guarantee starting from the delivery date. This explicitly covers indoor furniture structural frames (solid wood frames, core welding joints, load-bearing metal structures) under normal residential use. We honor all merchant commitments made to our customers.

• 14-Day Complaint Resolution Standard: We guarantee a formal evaluation and written response to any customer complaint within 14 calendar days of receipt. This administrative timeline is distinct from the physical operational time required to manufacture/ship replacement parts, complete repairs, or execute refunds.

Additional Provisions

• Transit Damage Protocol: If packaging arrives visibly damaged, note this with the carrier upon delivery and notify us within 48 hours with packaging photos so we can dispatch replacements immediately.

• Unauthorized Package Refusals: Refusing delivery without prior communication does not constitute a valid return and may result in round-trip shipping fee deductions.

Disclaimer and Limitation of Liability

We are not liable for furniture damage resulting from improper customer assembly, structural modifications, intentional misuse, non-residential or outdoor use, normal wear and tear (fabric fading, slight finish abrasion, natural cushion softening), or failure to adhere to recommended furniture care guidelines.

Contact Information

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)

 

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 of $50.00 and above (inclusive): Free Standard Shipping.

• Orders under $50.00: A flat shipping fee of $15.99 applied at checkout.

Taxes and Fees

All applicable taxes, sales taxes, and associated fees are fully included in the displayed product prices. The price you see is the final price you pay; you will not encounter unexpected fees or additional surcharges at checkout or upon delivery.

Order Cut-off Time & Handling Time

• Daily Order Cut-off Time: 5:00 PM (Eastern Standard Time, EST). Orders received after this time will begin processing on the following business day.

• Handling Time: 1–3 business days (Monday to Friday, excluding public holidays).

Transit Time

Once dispatched from our facility, the estimated transit time is 5–8 business days. Total estimated delivery time equals order handling time plus transit time.

Suggested Reporting Period

Upon delivery, we suggest checking the packaging and merchandise within two (2) business days so that we can promptly assist with any carrier investigations or replacements. Please note that this suggested period is purely intended for administrative convenience, and exceeding this timeframe will never limit or affect your statutory consumer rights.

Shipping Carriers

To ensure proper protection during transit, we cooperate with reputable domestic freight and parcel carriers, including UPS, FedEx, DHL, and specialized ground freight carriers for heavy furniture.

Order Tracking

Once an order is placed and processed, you will receive an automated confirmation email containing your order number, payment receipt, and assigned carrier details. You can monitor the real-time delivery status by visiting the "Order Tracking" page on our website and entering your email address (or phone number) alongside your order number.

Liability & Responsibilities

• Product Damage or Loss in Transit: If an item is confirmed damaged or lost during transit, we assume responsibility and will coordinate an immediate replacement or full refund.

• Order Modifications and Cancellations: You may request address updates or order cancellations before shipment processing is finalized. Once the shipment has been transferred to the carrier, the route cannot be adjusted in transit, and standard post-delivery return procedures must be followed.

• Delivery Address & Accuracy: It is the customer's duty to provide an accurate, accessible, and complete shipping address. We cannot be held liable for delivery failures, delays, or return shipments resulting from incomplete or inaccurate address information provided during checkout.

Delivery & Inspection Guidelines

• Furniture shipments can be heavy and bulky. Please ensure an accessible entrance route prior to delivery.

• Inspect the external carton thoroughly before accepting the package. If external structural damage is visible, note "Packaging Damaged" on the delivery receipt and retain photographic evidence.

PO Boxes and Military Addresses

Due to dimensional and weight limits on indoor furniture, we do not ship to P.O. Boxes or APO/FPO/DPO military addresses. A valid physical residential or commercial street address is required for all orders.

Failed Delivery Attempts

Carriers generally make multiple delivery attempts. If a shipment is deemed undeliverable due to repeated customer unavailability or refusal without valid justification, the item may be returned to our facility. We will contact you directly to evaluate redelivery arrangements.

Contact Us

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)