Return, Exchange & Refund Policy

This policy applies to furniture purchased from our store and delivered within the United States. We aim to provide a clear and transparent process for returns, exchanges, and refunds.

1. Return & Exchange Window

You may request a return or exchange within 30 days of delivery. To initiate a request, email support@isalorviora.com with your order number, item name, and reason for the request.

All requests are subject to review under this policy and applicable law.

2. Return Eligibility

For voluntary returns, items must be in reasonable condition and free from damage caused by improper use, assembly, or storage. Please retain the original packaging, accessories, hardware, and instructions whenever possible to help ensure safe return shipping and inspection.

We will review returned items based on their actual condition. Nothing in these requirements limits your rights under applicable law regarding defective, damaged, or incorrectly supplied products.

3. Return Shipping & Fees

Voluntary Returns

For returns due to personal preference or other reasons unrelated to a product defect or our error, you are responsible for the return shipping costs. We do not charge an additional return handling or restocking fee.

Because furniture is often bulky or oversized, return shipping costs may depend on package dimensions, weight, pickup ZIP code, return destination, and carrier pickup services.

Return Cost Disclosure Before Purchase: The applicable return shipping cost or a reasonable estimate must be displayed on the product page or before checkout. The estimate should be based on the item's packaging specifications and applicable carrier rates, with the calculation basis and conditions clearly explained.

Large furniture may require freight shipping rather than standard parcel service. Please contact us for return instructions before arranging shipment.

Returns Due to Product Issues

If an item is confirmed to be defective, damaged during transit, incomplete, or incorrect due to an error on our part, we will not charge a return handling fee and will cover reasonable return shipping costs.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact support@isalorviora.com as soon as possible.

Include your order number, a description of the issue, and relevant photographs. We will review the information and determine an appropriate resolution based on the circumstances and applicable law. Depending on the issue, the resolution may include repair, replacement parts, an exchange, or a refund.

We will not charge you costs that we are legally required to cover. This policy does not limit any warranty rights or other consumer protections available under applicable law.

5. Refund Processing

Refund Processing Time

After we receive and inspect the returned item and confirm that it qualifies for a refund, we will initiate the refund within 1–3 business days, unless applicable law requires a shorter timeframe.

Refund Method

All approved refunds will be issued through the original payment provider to the payment method used for the purchase. Alternative refund methods are not provided by default.

Refund Posting Time

Once a refund has been initiated, the time required for the funds to appear in your account depends on your bank, credit card issuer, payment service provider, or other relevant financial institution. We cannot guarantee immediate posting.

Order Cancellations

If your order has not shipped, please contact us as soon as possible to request cancellation. Whether cancellation is possible depends on the order's processing status and applicable law.

For cancellations requiring a refund, we will process the refund within the timeframe required by applicable law. If we cannot ship an order within the promised timeframe, we will provide the applicable options for delay, cancellation, and refund as required by law.

6. How to Request a Return or Exchange

Email support@isalorviora.com with the following information:

• Your order number and item name.
• The reason for your return, exchange, or cancellation request.
• Relevant photographs if the item is damaged or defective.

After reviewing your request, we will provide the return address, packaging requirements, shipping instructions, and any applicable costs. Please follow the instructions provided and retain your shipping receipt and tracking information.

7. Contact Us

Address: 2-38-22 Kamitsudai, Kita-ku, Kobe, Hyogo 651-1515, Japan
Telephone: +81-78-642-8391
Email address: support@isalorviora.com
Business Hours: Monday to Friday, from 9:00 AM to 6:00 PM (CT)
Shipping Area: United States