Return, Exchange, and Refund Policy

45-Day Commercial Return and Exchange Window

You are entitled to initiate a commercial return or exchange within 45 calendar days from the date of product delivery (receipt confirmation). This commercial policy applies across all regular furniture items ordered through our online store.

Commercial Return and Exchange Conditions

Within the 45-day commercial window, returns or exchanges are accepted under the following specific conditions:

• Appearance Issues: Surface scratches, structural chipping, dents, finish defects, or cosmetic damage detected upon unboxing.

• Product Quality Issues: Compromised structural stability, missing or defective hardware, broken joints, or operational failures under normal residential use.

• Severe Odor or Significant Color Discrepancy: Severe, lingering chemical or processing odors, or significant color differences compared to the digital images shown on our online store.

• Wrong Item Delivered: Items delivered that do not match the ordered specifications, model numbers, dimensions, or descriptions.

• Change of Mind (No-Reason Return): Unwanted items may be returned provided they remain in brand-new, unassembled, and unused condition, complete with original protective packaging, internal padding, hardware bags, and manuals.

Commercial Return Verification Requirements

For the 45-day commercial return or exchange procedure, you must provide your order number, proof of payment, a written explanation of the issue, and clear supporting photographs or videos. We review each case in accordance with order status and applicable conditions. These commercial conditions and verification requirements do not limit, restrict, or waive any consumer rights established under mandatory statutory provisions.

Return Process

• Initiate Request: Contact us by email at client@qoraixelis.com or by telephone at +1 (503) 253-8472 to submit your return request. Include your order number, proof of payment, specific reason for return, and supporting photographs or videos.
• Review & Guidance: Our customer support team will promptly review your request. Upon approval, we will notify you via your registered contact details and provide shipping confirmation and return instructions.
• Ship the Package: Pack the item securely and ship it to our designated return facility using the enclosed return shipping label.
• Inspection & Processing: Upon receipt at our facility, our staff will inspect the product to verify its condition against the submitted claim. Once verified, your refund will be issued promptly.

Exchange Process

• Initiate Request: Submit your exchange request to client@qoraixelis.com or call +1 (503) 253-8472, providing the order number, proof of payment, detailed explanation, and relevant media.
• Review & Authorization: Upon approval, we will provide you with the return authorization and shipping details.
• Dispatch to Return Facility: Ship the original item back to our designated return address.
• Dispatch of Replacement: After the returned product is received and inspected, we will arrange dispatch of the replacement item within 1 to 3 business days. Estimated delivery transit time for the replacement item is 7 to 10 business days. For additional details regarding shipping transit times, please consult our Shipping Policy.

Return Shipping Labels

To make the return process straightforward, every furniture parcel we dispatch includes a pre-printed return shipping label inside the carton. If the label is misplaced or damaged, please contact us immediately to obtain an electronic printable replacement.

Return Shipping Costs, Restocking Fees, and Oversized Estimates

• Our Cost Responsibility: If the return or exchange arises from appearance issues, quality defects, severe odor, significant color discrepancies, or incorrect item delivery, all return shipping expenses are fully paid by us.

• Customer Cost Responsibility: For returns initiated due to a change of mind (no-reason return), the return shipping freight is the responsibility of the customer.

• Pre-Purchase Cost Estimate for Large Items: For large indoor and outdoor furniture items, standard return freight is estimated between $50.00 and $180.00 per carton depending on size and freight rates, with an upper limit not exceeding $200.00 under normal domestic carrier conditions. If you choose to use our enclosed return label for a change-of-mind return, the actual carrier freight cost will be deducted directly from your final refund amount.

• Designated Return Address: All returns must be dispatched to our designated return facility.

Refund Method and Timelines

• Refund Method: All refunds are issued exclusively to the original payment card (Visa, MasterCard, or other card accounts used during checkout).

• Processing Time: Depending on bank clearing processes and financial institution cycles, refunds typically appear in your account within 1 to 5 business days following processing. If funds do not reflect within this timeframe, please contact us for tracing assistance.

Complaint Response Commitment

We commit to issuing a formal, written substantive response to any consumer complaint or inquiry within 45 calendar days of receipt. This response period is strictly separated from the technical operational duration required to execute repairs, replacements, or complete warehouse refund inspections.

Two-year quality liability

In addition to the 45-day commercial return window, we maintain a mandatory two-year quality conformity liability commencing on the date of product delivery. If a product develops non-conformity or quality failure within two years under proper residential usage, you are entitled to free repair or free replacement. In situations where repair or replacement is unfeasible or disproportionate, an appropriate price reduction or full refund will be provided.

Latent Defects Protection

For hidden defects, the warranty period extends up to six years, calculated from the date the defect was discovered (or ought to have been discovered). The claim period begins strictly on the "date of discovery (or when the defect ought to have been discovered)"; this operates independently of, and is distinct from, the warranty of conformity that commences upon delivery. Once the defect is verified, you are entitled to remedies including a full refund or a free replacement.

Six-Year Voluntary Extended Structural Guarantee

Independent of latent defect rules and statutory conformity liabilities, we provide a voluntary Six-Year Extended Structural Guarantee for major indoor and outdoor furniture pieces:

• Commencement: The period is uniformly calculated as six years from the date the defect in the product is discovered.

• Coverage Scope: Covers the load-bearing integrity of main frames, solid wood structural frames, metal welds, structural framework, and foundational joints under standard indoor and residential outdoor environments.

• Remedies Provided: We provide free replacement parts, repair services, or complete product exchanges throughout this voluntary six-year term. All prior commitments made to consumers will be honored in full, and this guarantee operates without restricting any statutory rights.

Additional Logistics and Care Terms

• Pre-Dispatch Order Cancellation: Orders can be cancelled free of charge within 48 hours of placement. Once the order has been handed over to the carrier, the standard 45-day return policy applies.

• Carrier Inspection Upon Arrival: Please inspect carton exteriors upon arrival. If severe transit damage is visible, note the damage with the carrier immediately and contact us within 48 hours with photographic documentation.

• Protective Repackaging: When returning furniture, items must be repackaged with adequate protective padding (foam, edge protectors, heavy-duty cartons) to avoid transit damage during the return journey.

Limitation of Liability

We are not liable for furniture damage, structural failure, or surface degradation resulting from incorrect self-assembly contrary to instructions, unauthorized structural modifications, deliberate abuse, physical overloading, industrial or non-residential usage, chemical corrosion from improper cleaning agents, or severe natural disasters beyond normal weather conditions.

Contact Us

For return requests, exchanges, warranty support, or inquiries, please contact us:

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)

Shipping Policy

Delivery Scope

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.
  

Taxes and Fees

All applicable taxes, fees, and related charges are fully included in the product prices shown on our website. You will not be required to pay any additional fees upon arrival.

Order Cut-off Time and Handling Time

• Order Cut-off Time: 5:00 PM (PST - Pacific Standard Time), Monday through Friday. Orders placed after this cut-off time will begin processing on the following business day.

• Order Handling/Processing Time: 1 to 3 business days (Monday through Friday, excluding public holidays).

Estimated Transit Time

Once your order has been prepared and dispatched, the estimated transit time is 7 to 10 business days. 

Suggested Timeframe for Inspection and Reporting

For any concerns regarding your package, we recommend notifying us within a suggested window of 48 hours following delivery. This suggested timeframe allows us to initiate investigations and resolve the matter as promptly as possible. Please note that exceeding this suggested timeframe does not affect or waive any of your statutory rights.

Logistics Carriers

We partner with reliable carriers to ensure safe transit for our furniture, primarily including UPS, FedEx, and DHL, as well as specialized freight carriers when necessary for oversized items.

Order Tracking

Once your purchase has been completed and dispatched:

• You will receive a confirmation email containing your order number, payment receipt, and assigned logistics carrier information.

• You can track your shipment anytime by visiting the Order Tracking page on our website and entering your email address or phone number along with your corresponding order number.

Liability and Disclaimers

• Damaged or Lost Shipments: In the rare event that your furniture is lost during transit or arrives with visible damage, please contact us promptly with supporting photos. We will coordinate directly with the carrier to verify the issue and arrange a suitable remedy, such as a replacement or refund.

• Shipment Modification and Cancellation: If you need to modify your shipping details or cancel an order, please contact us immediately. Modifications and cancellations can only be accommodated before the package is handed over to the carrier. Once an order is in transit, the shipment cannot be rerouted or canceled mid-transit.

• Delivery Address and Accuracy: Please ensure that all shipping information entered at checkout is complete and accurate. We are not liable for delayed deliveries or misdeliveries caused by inaccurate or incomplete addresses provided during checkout. Any re-delivery fees incurred as a result may be billed to the customer.

Receipt and Inspection Guidelines

Due to the size and weight of furniture items, please observe the following steps upon arrival:

• Inspect the outer packaging thoroughly before accepting the delivery.

• If any clear signs of exterior damage or structural crushing are visible, please note "Damaged upon receipt" directly on the carrier’s delivery slip or electronic signature pad before signing.

• Retain all original packaging materials and protective wrapping until you are fully satisfied with the product condition.

Delivery Restrictions (P.O. Boxes and Military Addresses)

Due to the substantial dimensions of indoor and outdoor furniture, our carriers require a valid physical street address. We are unable to deliver to P.O. Boxes, APO, FPO, or other military mailbox destinations.

Split Shipments

If your order contains multiple furniture pieces, items may be packaged separately to prevent transit damage. Consequently, items may arrive in separate shipments on different days. You will receive separate tracking updates for each package.

Unforeseen Delays

While we make every effort to meet estimated delivery schedules, occasional delays may occur due to severe weather events, transit disruptions, or carrier delays. We actively monitor shipments and appreciate your patience during such circumstances.

Contact Information

If you have any questions or require assistance regarding the delivery of your items, please reach out to 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)