Service Policy

 

1. Introduction and Scope

This Service Policy applies to all visits, orders, and interactions on our online store. By browsing this website, submitting an order, or utilizing our customer services, you acknowledge and agree to comply with this policy. We sell exclusively through our online storefront; we do not operate physical retail stores.

2. User Accounts and Website Responsibility

When creating an account on our website, you are responsible for maintaining the confidentiality of your credentials and for all activities conducted under your account. We strive to maintain continuous site stability, accuracy, and performance, but we do not warrant that service will be entirely error-free or uninterrupted. We reserve the right to suspend or terminate accounts that provide fraudulent details or compromise site security.

3. Product Details, Inventory, and Pricing

We make every effort to display the dimensions, materials, colors, and stock levels of our furniture items accurately. However, slight variations may arise due to monitor color calibration and the natural grain of materials. We reserve the right to correct typographical errors, update product descriptions, and revise pricing prior to order confirmation. If an ordered item is found to be out of stock, we will promptly notify you and issue a full refund immediately.

4. Orders and Payment

Placing an order constitutes an offer to purchase our products. An order is formally confirmed only when we transmit an official order confirmation notification. We accept major payment cards, including Visa and MasterCard, etc. Full payment authorization is required at the checkout stage. If your payment cannot be verified, the order will be canceled automatically.

5. Shipping Policy

  • Delivery Coverage: We ship exclusively to valid physical street addresses within the United States. Deliveries to locations outside the United States are not supported.

  • Shipping Rates:

    • Free delivery on orders of 80 or more.

    • A flat delivery fee of 18.99 applies to orders under 80.

  • Handling Time: Orders are processed and dispatched within 1 to 3 business days.

  • Transit Time: Delivery transit typically ranges from 7 to 15 business days, depending on destination distance and carrier handling.

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

  • Detailed Information: For additional details regarding shipping transit times, geographical coverage, and delivery terms, please consult our Shipping Policy.

6. Order Cancellation

  • Cancellation Conditions: Orders may be canceled directly within 48 hours of placement, provided they have not yet been dispatched. Orders placed more than 48 hours prior or orders that have already entered the shipping process cannot be canceled; in such cases, please wait for delivery and then initiate a return request.

  • Refund Routing: Approved cancellation refunds will be returned to the same payment method used for the original purchase.

  • Processing and Crediting: Once cancellation eligibility is confirmed, refunds are returned to the card (Visa, MasterCard, etc.) used at checkout. Depending on banking processing schedules, funds are expected to reflect in your account within 1 business days. If funds do not appear within this timeframe, please contact our support team.

  • Detailed Cancellation Terms: For full instructions regarding the cancellation process, please review our Cancellation Policy.

7. Returns, Exchanges, and Refunds

  • Eligibility for Exchanges: Customers may request an exchange within 45 days of receiving an item if it arrives damaged, defective, or incorrect. Items must remain in their original condition and packaging.

  • Request Procedure: For after-sales return requests, customers may provide their order number along with an explanation of the situation; we will then assist with the process based on the order status and applicable terms and conditions.

  • Withdrawal and Full Reimbursement: Upon receipt of a withdrawal request and completion of the verification process, a full refund—including the minimum standard delivery fee—will be issued via the original payment method within 1–5 days. This is in full alignment with our six-year compliance guarantee, which covers free repairs or replacements, as well as provisions for further remedies.

  • Consumer Commitments for US Orders: All orders delivered within the United States benefit from standard product guarantees along with our voluntary extended structural promises, fully honoring our published commitments.

  • Complaint Resolution Timeline: We provide an initial substantive response to any post-sale complaint within 24 to 48 hours of receipt. Formal evaluations or complex warranty resolutions will be concluded within a maximum of 45 days, which remains distinct from the separate physical repair or parts replacement schedules.

  • Two-Year Limited Manufacturer Warranty: All furniture items carry a comprehensive 2-Year Limited Manufacturer Warranty beginning on the date of delivery, protecting against manufacturing flaws, structural non-conformity, and material failure under normal indoor use.

  • Voluntary Six-Year Extended Structural Warranty: In addition to standard protections, we offer a voluntary 6-Year Limited Structural Warranty on solid wood frames, internal metal joinery, and core load-bearing components, commencing from the date of physical delivery.

  • Differentiation of Warranty Scopes: The 2-Year limited warranty covers broad surface materials, hardware, and operational parts, whereas the voluntary 6-Year structural warranty focuses strictly on primary weight-bearing framework integrity.

  • Disclosure of Return Costs and Deductions: Please specify the applicable timeframes, start dates, and conditions for refunds; return costs should be disclosed separately. For returns based on personal preference, the buyer is responsible for return shipping costs. If you choose to use the pre-paid return label included in your package for a "no-reason" return, a fixed return-label service fee of $120.00 will be deducted from your final refund amount.

  • Latent Defects Protections: In the event of a latent manufacturing defect, the claim window extends up to 6 years, beginning on the exact date the latent defect is first identified, separate from routine post-delivery claims.

  • Distinctions Between Latent Defects and Commercial Protection: Latent defect remedies apply to hidden structural flaws originating before transit, whereas our 6-year commercial structural protection provides guaranteed structural durability under routine conditions without requiring proof of prior manufacturing errors.

  • Return Dispatch and Standard Scope: Authorized returns must be transferred to the carrier within 14 days of return approval. If a return is initiated due to product defects or fulfillment errors, all return shipping costs are covered entirely by us.

  • Heavy Furniture Return Freight Estimates: For large furniture items, we provide an estimate of return shipping costs prior to purchase; the cost for returning a single item is expected to range between $80.00 and $180.00, depending on the package's volumetric weight and the carrier's actual rates. If you choose to use the prepaid return shipping label included in your package for a "no-reason" return, a flat fee of $120.00 for the return label service will be deducted from your final refund amount.

  • 45-Day Return Window: General non-defective return requests must be submitted within 45 days of confirmed delivery. This operates independently of our 48-hour pre-dispatch cancellation policy.

  • Required Steps for Customers: Inspect the shipment upon delivery, document any discrepancies, and provide clear photographic or video records along with your order details.

  • Physical Return Process: Once you have submitted your request and received a Return Merchandise Authorization (RMA) number, please pack the item securely in its original condition, attach the appropriate label, and hand it over to the designated logistics provider for collection. All returns must be sent to our specified service center.

  • Reimbursement Routing: Refunds are routed through original payment processors back to the exact payment method (such as Visa or MasterCard, etc) used during checkout.

  • Fund Availability: Once returned merchandise passes intake inspection, refunds are processed within 1 to 5 business days. Funds will credit your card account within this period depending on your financial institution's posting speed.

  • Detailed Terms: For complete conditions, please consult our Return and Refund Policy.

8. Privacy and Data Protection

We respect your personal privacy. Customer information is collected solely to manage order fulfillment, arrange delivery, and support post-sale communications. For comprehensive technical information regarding our data management safeguards, please view our Privacy Policy.

9. Intended Use: Indoor and Outdoor Conditions

Indoor Furniture: Products labeled for indoor use are strictly engineered for climate-controlled, dry residential settings. Exposure to precipitation, excessive moisture, extreme direct sunlight, or outdoor placement voids standard warranty protections.

10. Governing Provisions and Dispute Resolution

All relationships, purchases, and claims arising from our website are governed by the commercial standards of the State of Texas and applicable federal provisions, without regard to conflict-of-law principles. Any unresolved disputes shall be submitted exclusively to the competent judicial courts located in Dallas County, Texas.

11. Intellectual Property

All content on this website—including text, graphics, logos, images, digital presentations, and overall design—is owned by us or licensed to us. Unauthorized copying, commercial distribution, reproduction, or scraping is strictly prohibited.

12. Limitation of Liability

To the fullest extent permitted by applicable commercial standards, we are not liable for any indirect, incidental, punitive, or consequential damages resulting from the use or inability to use our products or website. Our total direct liability for any purchase dispute shall not exceed the actual purchase price paid for the specific item in dispute.

13. Modifications to Service Terms

We reserve the right to revise or update this Service Policy at our discretion. Any revisions take effect immediately upon publication on this page. Your continued use of the website following published updates signifies your acceptance of the revised terms.

14. Force Majeure

We are not responsible for delivery delays or fulfillment failures resulting from events beyond our reasonable operational control. Such events include natural occurrences, severe weather emergencies, transportation strikes, commercial port congestions, carrier freight embargoes, labor disputes, or government trade restrictions.

15. User Obligations

Users agree not to utilize our website for fraudulent purchases, malicious script execution, unauthorized information harvesting, or site infrastructure interference. Submitting falsified customer details or fraudulent payment information constitutes an immediate violation of this policy.

16. Safe Assembly and Product Usage

Furniture must be assembled strictly following the included instruction manuals, hardware checklists, and assembly diagrams. Anti-tip wall-anchoring restraints provided with tall or heavy furniture units must be properly mounted to a structural wall to prevent tip-over accidents. Always adhere to stated static and dynamic weight limits.

17. Electronic Communications

When visiting our website, ordering items, or sending emails, you communicate with us electronically. You agree to receive order notifications, invoice documentation, and customer service notices electronically via email or site postings.

18. Severability

If any specific clause of this Service Policy is deemed invalid, void, or unenforceable by an authority of competent jurisdiction, that clause shall be deemed severable and shall not impair the validity or enforceability of any remaining provisions.

19. Entire Agreement

This Service Policy, together with our linked operational policies, represents the complete agreement between you and us concerning website usage and purchases, superseding all prior oral or written representations.

20. Non-Waiver

Our failure to enforce any term or insist upon strict performance of any provision within this policy shall not be construed as a waiver of that term or any other future rights.

21. Contact Information

For assistance, service claims, or questions regarding this policy, please reach us through the official contact points below:

Address: 13323 Esperanza Rd #1411, Dallas, TX 75240, United States
Phone: +1 (214) 837-4921
Email: team@harodrel.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)