Return, Exchange, and Refund Policy

 

Return and Exchange Eligibility Period

You have 45 calendar days from the date of physical receipt to request a return or exchange. Requests submitted after 45 days from the delivery confirmation date will not be eligible for standard commercial returns or exchanges.

Commercial Order Cancellation

If you wish to cancel your order, you may submit a cancellation request within 48 hours of placing it. However, if the order has already entered the packing, dispatch, or shipping stage, it cannot be cancelled directly; in this case, please proceed with the standard 45-day return/exchange process after receiving the package.

Commercial After-Sales Procedure

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

Commercial Refund and Extended Commitments

For validated commercial returns or withdrawals initiated within 45 days, we will refund the full purchase price along with the lowest standard delivery fee originally paid within 1 to 5 business days following our receipt and inspection of the returned merchandise. Furthermore, we voluntarily provide a 6-year structural and compliance guarantee, offering free repair, free replacement, or subsequent remedy when qualifying conditions are met.

United States Order Commitments and Scope

The 6-year structural guarantee provided for orders in the United States represents our voluntary commercial commitment. We strictly honor and fulfill all voluntary commitments and promises made to our customers, ensuring continuous structural support throughout the stated period.

Inquiry/Complaint Response Timelines vs. Resolution Timelines

Customer communication is handled promptly. Upon receiving any customer complaint or inquiry, our team will provide an initial response within 24 to 48 hours, and an official formal resolution reply no later than 45 days from receipt. This response timeline is strictly distinct from the time required to complete physical repairs, arrange replacements, or process financial refunds.

Two-Year Quality Responsibility and Extended Protection

  • Two-Year Quality Responsibility: We assume product quality responsibility for a period of 2 years, starting from the exact date of product delivery.

  • Separate Voluntary Commitment: The 6-year structural guarantee is a distinct, self-funded commercial commitment separate from the 2-year quality responsibility and separate from applicable claim limitation periods.

Framework of Responsibilities and Baseline Dates

To maintain consistency and transparency:

  • 2-Year Quality Responsibility: Commences on the date of product delivery.

  • 6-Year Voluntary Commercial Structural Protection: Commences on the date of product delivery and covers the core load-bearing frames, joinery, and internal structure of indoor furniture.

  • Claim Period: Any claim regarding non-conformity must be submitted within the applicable limitation period following the emergence of the issue.

Clarification of Responsibility Periods

The 2-year quality responsibility period addresses defects or non-conformities existing at delivery. It operates independently from our voluntary 6-year structural commitment, ensuring that fundamental customer entitlements and extended commercial promises remain clearly defined and properly honored.

Refund Conditions and Return Cost Disclosure

  • Defective / Non-Conforming Items: If an item exhibits quality defects, transport damage, or does not match specifications, return shipping is completely free of charge. Full payment plus initial standard delivery fees will be refunded.

  • Voluntary / Remorse Returns: When initiating a 45-day return without product defect, the customer is responsible for the return freight. The return shipping cost will be deducted directly from your refund based on the prepaid return label provided.

Latent (Hidden) Defects Protection

Latent (hidden) defects are concealed manufacturing flaws that existed upon delivery but could not be discovered through reasonable initial inspection:

  • The claim timeline for latent defects commences strictly on the date the defect is discovered (or reasonably should have been discovered).

  • This protection operates independently from the delivery-based conformity warranty.

Latent Defects Protection vs. Commercial Structural Guarantee

These two systems are distinct:

  • Latent Defects Protection: Covers pre-existing, concealed manufacturing flaws discovered during regular indoor use, with the timeline commencing on the date of discovery.

  • Commercial Structural Guarantee: A voluntary 6-year guarantee commencing on the date of delivery, protecting the primary structural integrity and frame stability against ordinary failure under normal indoor residential use.

Return Scope, Logistics Execution, and Bulky Freight Estimates

  • Items must be shipped back to our designated facility within the established return window.

  • Shipping Fee Allocation: We bear return freight for defective or incorrect items; customers bear freight for remorse returns.

  • Bulky Indoor Furniture Freight Estimate: For standard large indoor furniture, return shipping freight generally ranges between $50.00 and $150.00 depending on package volume, weight, and transit distance within the continental United States.

Freight Cap and Prepaid Return Label Deductions

  • Maximum Freight Cap: For remorse returns of bulky furniture, the deduction for using our return label will not exceed $180.00 per item.

  • Deduction Method: Every shipment includes a prepaid return shipping label. In cases of remorse return, using this label will result in the actual incurred freight (capped at $180.00) being deducted directly from the refund balance. If the return is due to quality defects or our error, no freight deduction will occur.

Physical Return Deadline

Following your formal notification to return or withdraw, you must hand over the parcel to the designated carrier no later than 45 days from the date of your notification.

Complaint Review vs. Execution Timelines

  • Complaint Response: We will formally respond to inquiries and complaints within 45 days of receipt.

  • Execution Time: Physical inspection, parts replacement, repairs, or refund execution are handled separately. Once an approved return arrives at our facility, refunds are finalized within 1 to 5 business days.

Return and Exchange Conditions

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

  • Cosmetic/Appearance Issues: Surface blemishes, chips, scratches, or finish imperfections noted upon unboxing.
  • Quality/Functional Defects: Structural instability, defective hardware, or broken load-bearing components.
  • Odor or Severe Color Discrepancy: Pungent, unacceptable odors or substantial color deviations from the product images.
  • Incorrect Item Received: The delivered piece does not match the purchased model, dimension, or specification.
  • Change of Mind (Remorse): Items must be in brand-new, unused, and unassembled condition, complete with all original parts, hardware, and protective packaging.

Return Process

  • Initiate Request: Contact us via email at assist@arlithovailane.com or phone at +1 (203) 468-2941. For after-sales return requests, customers may provide the order number and relevant details, and we will assist with processing based on the order status and applicable conditions. Please provide proof of payment, your reason for return, and clear supporting photos or videos.
  • Assessment and Instructions: Our support team will review your application. Once approved, we will notify you and provide the designated return address.
  • Ship Item: Pack the item securely in its original packaging and dispatch it to our designated return address.
  • Inspection and Refund: Upon arrival, we immediately inspect the item to verify the stated condition. Once validated, we will process your refund promptly in accordance with our refund policy.

Exchange Process

  • Initiate Request: Contact us via email at assist@arlithovailane.com or phone at +1 (203) 468-2941 with your order number, proof of payment, exchange reason, and supporting photos/videos.
  • Review and Instructions: Our team will review your request. Upon approval, we will send confirmation and the designated return address.
  • Ship Item: Send the merchandise back to our specified return address and await receipt.
  • Inspection and Replacement Dispatch: Upon receipt and inspection, we will arrange the exchange shipment within 1 to 3 business days. The estimated delivery time for the replacement item is 7 to 15 business days.

Refund Process and Timeline

  • Refund Method: All refunds will be credited back to the original payment method used during checkout (e.g., Visa, MasterCard, or other original payment card accounts).

  • Processing Time: Depending on your card issuer or banking institution, funds typically reflect in your account within 1 to 5 business days. If you have not received your funds after this timeframe, please contact us for immediate assistance.

Shipping Fee Allocation Rules

  • Covered by Us: In cases involving appearance issues, quality defects, severe odor, significant color discrepancies, or incorrect items, all return shipping costs are covered by us.

  • Covered by Customer: If a return or exchange is initiated due to personal preference or remorse, the return shipping expenses are the customer's responsibility.

Prepaid Return Labels

Every parcel shipped from our store includes a prepaid return shipping label inside the packaging to facilitate an easy and efficient return process if required.

Packaging Standards and Transit Damage

  • Packaging Integrity: When returning furniture, items must be repackaged with protective internal padding to prevent transit damage.

  • Transit Damage Notification: If your shipment arrives damaged by the logistics carrier, please notify us within 48 hours of delivery with photographic evidence of both the exterior packaging and the damaged furniture piece.

Indoor Usage and Assembly Notice

Our furniture is engineered exclusively for standard indoor residential use. Please follow the included assembly guidelines carefully. Unauthorized modifications, outdoor exposure, or non-residential commercial use fall outside our voluntary structural protection scope.

Limitation of Liability

Except for our clear commitments to repair, exchange, or refund, we are not liable for incidental, indirect, or consequential damages resulting from improper assembly, intentional misuse, or failure to maintain indoor furniture under normal residential climate conditions. Our maximum liability shall not exceed the actual purchase price paid for the product.

Contact Us

For any inquiries regarding returns, exchanges, or product support, please reach out to our customer care team:

Address: 1134 Quinnipiac Ave #11, New Haven, CT 06513, United States
Phone: +1 (203) 468-2941
Email: assist@arlithovailane.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)