Refund policy

 

Return and Exchange Validity Window

You may request a return or exchange within forty-five (45) calendar days from the date of confirmed delivery. After notifying us of your decision to return an item, you must ship the merchandise back to our designated facility no later than forty-five (45) calendar days from the date of such notice.

After-Sales Requests and Handling

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.

Order Cancellation Prior to Shipment

You may request a free order cancellation within 48 hours of placing your order, provided that the items have not yet been packed and dispatched from our warehouse. Once your cancellation is successfully processed, a full refund will be issued to your original payment account within 1 to 5 business days. If the items have already been dispatched, the standard 45-day return and exchange policy will apply.

Statutory Conformity, Voluntary Commitments & Latent Defect Protections

To provide absolute peace of mind, we clearly differentiate our mandatory compliance responsibilities, voluntary warranties, and latent defect remedies as follows:

  • Two (2) Year Mandatory Conformity Responsibility:

    • Scope & Terms: We assume full responsibility for product conformity and functional performance for two (2) years starting from the date of delivery. If an indoor furniture product exhibits defects in material, craftsmanship, or failure to meet described specifications, you are entitled to free repair, a replacement unit, or a complete refund.

    • Limitation Period: Claims regarding conformity must be asserted within the two-year statutory period following delivery.

  • Six (6) Year Voluntary Commercial Structural Guarantee:

    • Scope & Terms: As our voluntary merchant commitment specifically extended to orders placed within the United States, we honor and maintain a six (6) year extended structural guarantee starting from the original date of delivery. This guarantee applies to primary internal structural frameworks (such as solid wood frames, heavy-duty interior metal assemblies, and main load-bearing joins) under standard indoor residential use.

    • Remedy: If a catastrophic structural failure or manufacturing breakdown occurs within this 6-year period, we will provide replacement components, professional repair, or an exchange at no cost to you.

  • Protection Against Latent Defects (Hidden Defects):

    • Distinction & Rules: This system operates independently from conformity and commercial structural guarantees. A latent defect refers to a severe inherent defect that existed prior to delivery but was not discoverable upon normal initial inspection.

    • Commencement & Timeline: The right to assert a claim for latent defects begins specifically on the date of discovery of the defect (rather than the delivery date), up to an absolute long-stop term of six (6) years from original purchase. Upon verification of a latent defect, you may choose between returning the item for a full refund or keeping the item with an appropriate partial reimbursement.

Response Time vs. Fulfillment Timelines

  • Complaint Response Window: We formally reply to all customer complaints, warranty inquiries, and disputes within forty-five (45) calendar days from the date we receive your formal submission.

  • Separation of Timelines: This 45-day evaluation response time is distinct from physical repair, exchange fulfillment, or refund processing. Physical exchange dispatches occur within 1 to 3 business days following physical receipt and inspection, followed by estimated transit delivery in 7 to 15 business days.

Eligible Return and Exchange Conditions

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

  • Product Appearance Issues: Visible scratches, cracks, tears, dents, or finish blemishes present upon unboxing.
  • Product Quality Issues: Broken functional parts, non-working mechanisms, or mechanical instability.
  • Severe Color Discrepancy or Odor: Pungent or hazardous non-standard chemical odors, or severe color variance from the online presentation.
  • Incorrect Item Received: Receipt of a product model, size, or color different from what was ordered.
  • Change of Mind / Voluntary Return: Unwanted items returned in their original condition within the 45-day window.

Shipping Costs, Return Labels, and Large Furniture Estimates

  • Pre-Printed Return Labels: Every product package includes a pre-printed return shipping label inside the box to facilitate safe and straightforward returns.

  • Defects, Errors, and Quality Failures: If a return is initiated due to appearance defects, quality failures, severe odor/color discrepancies, or incorrect merchandise, we bear all return freight costs.

  • Change-of-Mind (Remorse) Returns: If you return an item for personal preference or without an objective defect, the return shipping cost is your responsibility.

  • Pre-Purchase Large Item Return Estimates: Returning large indoor furniture items incurs significant costs. Please be advised in advance that the return shipping cost for a single large piece of furniture is generally estimated to be between $80.00 and $180.00, with a reasonable upper limit of $200.00 per item. If you choose to use the prepaid return label included in your package for a return (for any reason), a fixed return label service fee of $120.00 will be deducted from your final refund amount.

  • Standard Delivery Fee Reimbursement: For all qualifying statutory full returns notified within the 45-day withdrawal period, we refund the full purchase price along with the initial standard delivery fee within 1 to 5 calendar days of receiving notice of withdrawal or physical receipt verification.

Step-by-Step Return Process

  • Submission: Contact us via email at team@harodrel.com or phone at +1 (214) 837-4921 to submit your return request. Please provide your order number, proof of payment, specific return reasons, and clear photos or videos demonstrating the issue.
  • Review and Confirmation: Our customer service team will immediately evaluate your request. Once verified, we will notify you via your registered contact details and confirm the appropriate return warehouse address.
  • Shipment: Affix the provided return label, securely pack the furniture, ship it to our designated return address, and await delivery confirmation.
  • Inspection and Processing: Upon physical arrival at our facility, we will inspect the package immediately to verify the stated condition. Upon successful inspection, your refund will be processed promptly.

Step-by-Step Exchange Process

  • Submission: Contact us via email at team@harodrel.com or phone at +1 (214) 837-4921 to request an exchange. Provide your order number, proof of payment, exchange reasoning, and supporting photos or video documentation.
  • Review and Instructions: Our support team will review the claim immediately, notify you upon approval, and supply the designated return facility address.
  • Shipment: Return the item to the designated address using the enclosed return documentation.
  • Dispatch of Replacement: Upon receipt and successful inspection of the returned product, the replacement unit will be prepared and dispatched within 1 to 3 business days. Estimated delivery transit time for the replacement item is 7 to 15 business days.

Refund Method and Timelines

  • Payment Method: All refunds are issued exclusively back to the original payment card used at checkout (Visa or MasterCard, etc).

  • Processing Time: Refunds are initiated within 1 to 5 calendar days after withdrawal verification. Once initiated by us, the funds are expected to reflect in your bank account within 1 to 5 business days, subject to the processing speed of your card-issuing financial institution. If you do not see the credited amount after this period, please contact us for immediate assistance.

Delivery Inspection and Packaging Requirements

  • Initial Inspection: We advise examining outer packaging upon receipt. If obvious transit damage is visible, note the damage on the delivery receipt and contact us within 48 hours with photographic evidence.

  • Packaging Condition: For voluntary returns, items must be securely packaged in their original packaging or equivalent protective freight packaging with all parts, assembly hardware, and manuals included to prevent damage during transit.

Limitation of Liability and Exclusions

We shall not be liable for damage resulting from:

  • Normal surface wear, fading from direct sun exposure, or natural leather/wood grain variations.

  • Improper self-assembly, modification, structural tampering, or failure to follow assembly instructions.

  • Outdoor use of items clearly specified for indoor residential furniture purposes.

  • Use of improper, abrasive, or corrosive chemical cleaning products.

Contact Information

For any after-sales inquiries, returns, exchanges, or assistance, please reach out to us using the exact contact details 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)