Service Policy


1. Introduction and Scope

This Service Policy governs all interactions, purchases, and use of our online store. By accessing our site or placing an order, you agree to abide by these terms in their entirety. These conditions apply solely to online purchases made directly through our website.

2. User Accounts and Website Responsibility

When you create an account, you must provide accurate, current, and complete details. You are responsible for safeguarding your login credentials and for all activities conducted under your account. We strive to maintain site availability and security; however, we do not guarantee uninterrupted access and reserve the right to suspend or terminate accounts that breach these terms.

3. Product, Inventory, and Price Notification Rights

We endeavor to display product dimensions, materials, and colors as accurately as possible. However, monitor displays may vary slightly. All prices, descriptions, and item availability are subject to change without prior notice. In the event of an inadvertent pricing or inventory error, we reserve the right to correct the error and cancel any unfulfilled orders affected by the inaccuracy.

4. Orders and Payments

Submitting an order constitutes an intention to purchase. The system-generated order confirmation email merely acknowledges receipt of your purchase request and does not constitute final acceptance. We accept major debit and credit cards, including Visa, MasterCard, etc. Payment will be formally charged once the order has been authorized by the system.

5. Shipping Policy

  • Delivery Area: We ship to addresses within the United States (excluding overseas territories and islands where freight delivery is unavailable). At this time, delivery to destinations outside the United States is not supported.

  • Shipping Rates:

    • Orders totaling $70.00 and above qualify for free standard shipping.

    • Orders totaling under $70.00 will incur a flat shipping fee of $17.99.

  • Handling Time: Orders are processed and dispatched within 1 to 3 business days (Monday through Friday).

  • Transit Time: Delivery generally ranges between 7 to 10 business days following dispatch.

  • Carriers: We ship our furniture items primarily through reputable logistics carriers, including UPS, FedEx, and DHL.

  • Full Details: For further specifics regarding transit coverage, schedules, and carrier handling, please review our Shipping Policy.

6. Cancellation Policy

  • Conditions for Cancellation: Orders may be canceled free of charge within 48 hours of placement, provided the shipment has not been dispatched. If more than 48 hours have elapsed or your order has already shipped, it cannot be canceled; you may proceed with a return once the shipment arrives.

  • Refund Method: Approved cancellations are returned to the exact payment method used at the time of purchase.

  • Processing Timeline: Once canceled, refunds are credited back to your original payment card (Visa, MasterCard, etc.). Depending on your card issuer’s processing schedule, funds typically reflect within 1 to 5 business days. Please contact us if the refund is not visible after this period.

  • Detailed Guide: For step-by-step guidance on cancellations, please review our Cancellation Policy.

7. Returns, Exchanges, and Refunds

Commercial 45-Day Policy (Discretionary Returns and Exchanges)

  • Return & Exchange Window: You may request an exchange or return for any standard furniture item within 45 calendar days from the date of confirmed delivery.

  • Required Documentation: For commercial requests, you must provide the order number, proof of purchase, and a brief description of your request to allow our team to assist based on order status.

  • Item Condition: Under this 45-day commercial option, items must be unassembled, unused, in resaleable condition, and packed in original protective packaging.

Rights and long-term voluntary commitments

  • 2-Year Quality Responsibility: Starting from the date of physical delivery, we uphold a 2-year conformity and quality responsibility. If an item presents inherent functional or quality defects during this period, you are entitled to free repair or replacement. If a remedy is objectively impossible, you may request an appropriate price reduction or complete contract rescission with a full refund.

  • Voluntary 6-Year Extended Structural Guarantee: For U.S. orders, the six-year quality and structural integrity guarantee is a voluntary commitment on our part. Valid for six years from the date a defect is discovered, this coverage includes voluntary quality maintenance for the main load-bearing frame and structural support components; we strictly uphold and honor the commitments we have made.

  • Hidden Defects: Legal claims regarding hidden (latent) defects operate under a distinct standard from commercial structure guarantees, actionable within 6 years starting from the date the defect is discovered.

  • Complaint Response Timeline: We provide an official written response to any customer claim within 45 calendar days of receipt. This response timeframe is distinct from the operational duration required to physically complete a repair or dispatch a replacement item.

Return Shipping Costs, Restocking Fees, and Bulky Items

  • Return Destination: All returned goods must be shipped to our designated warehouse processing facility.

  • Cost Allocation: For returns resulting from verified quality defects, hidden defects, or incorrect shipments, we cover all return shipping expenses. For voluntary 45-day commercial returns (change of mind), the customer bears the return shipping cost.

  • Bulky Item Freight Estimates: Standard parcel returns generally range from $15.00 to $35.00. For large furniture items (such as sectionals, dining sets, and large outdoor patio collections), return freight costs are estimated between $50.00 and $180.00, capped at an absolute maximum of $200.00 per item.

  • Prepaid Return Label Deduction: If you request a prepaid return label from us for a voluntary commercial return, the actual freight cost (or agreed estimated rate within the stated range) will be deducted directly from your final refund amount.

Return Procedures

  • Submit a return request via email to client@qoraixelis.com within the applicable window, specifying your order number.
  • Our support team reviews and issues a Return Merchandise Authorization (RMA) code along with instructions for returning the goods to the designated warehouse.
  • Securely pack the item, attach the return label, and transfer the package to the designated carrier.

Refund Settlement

  • Refund Method: All refunds are issued directly to the original payment vehicle (e.g., Visa, MasterCard, etc).

  • Credit Timeframe: Once the returned furniture is received, inspected, and confirmed at our facility, the refund will be released to your card issuer within 1 to 5 business days. Please contact us if your issuing bank has not updated your statement past this window.

  • Further Details: Full guidelines are available on our Return Policy.

8. Privacy and Data Protection

We respect your personal privacy and handle your data under strict security standards. To review how your personal details are collected, stored, and utilized, please review our Privacy Policy.

9. Product Usage and Environmental Conditions

  • Indoor Furniture: Items designated for indoor use must remain in climate-controlled, dry indoor residential spaces. Exposure of indoor items to direct precipitation, outdoor humidity, or extreme temperature variations voids product protection.

  • Outdoor Furniture: Items designated for outdoor use are engineered with weather-resistant finishes and materials. However, proper care is required. During extreme weather events, prolonged freezing temperatures, or standing water conditions, items should be protected with appropriate outdoor covers or stored under shelter.

10. Disputes and Applicable Law

These terms, your purchases, and any associated disputes shall be governed by and construed in accordance with the internal laws of the State of Oregon, United States, without giving effect to conflict of law principles. Any legal proceeding arising out of your purchase must be resolved in state or federal courts located in Multnomah County, Oregon.

11. Intellectual Property

All content, product photography, text, illustrations, graphic designs, interfaces, and code appearing on our website remain the exclusive property of our operations and are protected by United States and international copyright and trademark standards. Reproduction or commercial exploitation without express written consent is strictly prohibited.

12. Limitation of Liability

To the fullest extent permitted by applicable statutes, we shall not be liable for any indirect, incidental, punitive, or consequential damages arising from the use of, or inability to use, products purchased on this website. Our total aggregate liability for any direct claim shall not exceed the actual purchase price paid by you for the specific item giving rise to the claim.

13. Amendments to Service Policy

We reserve the right to revise, update, or replace any portion of this Service Policy at our discretion. Any modifications become effective immediately upon posting on this website. Your continued use of the website following changes constitutes acceptance of the revised terms.

14. Force Majeure

We shall not be held liable for fulfillment delays or performance failures resulting from events beyond our reasonable control, including natural disasters, acts of civil or military authorities, severe weather events, labor strikes, interruptions of national transportation systems, or disruptions of public utility services.

15. User Obligations

You agree to use our website only for legitimate consumer purposes. You must not submit false information, impersonate any person, introduce harmful software code, disrupt website operations, or attempt unauthorized entry into our hosting infrastructure.

16. Safe Product Use

Furniture items must be assembled strictly following the provided instructions and safety manuals. Tall storage units, wardrobes, and heavy shelving must be anchored securely to wall studs using the included anti-tip hardware. Do not exceed the rated weight capacities indicated in the product documentation.

17. Electronic Communications

When you visit our store or send emails to us, you are communicating with us electronically. You consent to receive communications from us electronically, including notifications, order confirmations, and customer service updates, which satisfy any legal requirements for written communication.

18. Severability

If any single provision or part of this policy is determined to be unlawful, void, or unenforceable by an authoritative court, that provision will be severed, and the remaining provisions will continue in full force and effect.

19. Entire Agreement

This Service Policy, along with our separate shipping and return documentation, constitutes the entire agreement between you and us concerning product purchases and website access, superseding any prior verbal or written understandings.

20. Contact Information

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

Address: 19850 SE Stark St #10, Portland, OR 97233, United States
Phone: +1 (503) 253-8472
Email: client@qoraixelis.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)