Service Policy

 

1. Introduction and Scope

This Service Policy applies to all visits to, interactions with, and purchases made through our online store. By browsing, creating an account, or placing an order, you agree to comply with this policy in full.

2. User Accounts and Website Scope of Responsibility

You are responsible for maintaining the confidentiality of your account credentials, including username and password, and for all activities that occur under your account. We strive to maintain continuous website availability and data integrity; however, we do not warrant that site operations will be uninterrupted, error-free, or completely secure from external cyber interference. We reserve the right to suspend or terminate accounts, remove content, or cancel orders at our sole discretion where violations or fraudulent activities are identified.

3. Product, Inventory, and Price Disclosure Rights

We make every effort to display the colors, dimensions, and structural details of our furniture as accurately as possible. However, actual display colors may vary based on your monitor settings. Product availability and pricing are subject to real-time adjustments without prior notice. In the event an item is listed at an incorrect price due to a clerical or typographical error, we reserve the right to cancel any orders placed for that item prior to shipment and will issue a full refund immediately.

4. Orders and Payment

When you complete the checkout process, your order constitutes an offer to purchase. We accept major payment cards, including Visa, MasterCard, and other authorized payment channels presented at checkout. Full payment must be authorized and cleared before order processing begins. We reserve the right to verify billing credentials before approving any order.

5. Shipping Policy

  • Delivery Area: Delivery is available exclusively within the United States. We do not provide delivery to any addresses outside the United States.

  • Shipping Fees: Orders totaling $70.00 or more qualify for free standard shipping. Orders under $70.00 are subject to a flat shipping fee of $17.99.

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

  • Transit Time: Standard delivery transit time typically ranges between 7 and 10 business days.

  • Carriers: Primary carriers include UPS, FedEx, DHL, and specialized freight carriers.

  • Further Details: For comprehensive shipping timelines, service regions, and conditions, 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 fulfillment and transit process cannot be canceled; in such cases, please wait for the shipment to arrive and contact us to initiate a return and refund.

  • Refund Destination: Approved cancellation refunds will be credited back to the same payment method used during checkout.

  • Processing & Posting Time: Once eligible cancellation conditions are met, refunds are credited back to the bank card (Visa, MasterCard, etc.) account used at purchase. Based on individual financial institution processing schedules, refunds are expected to arrive within 1 to 5 business days. Please contact us if your refund does not post within this timeframe.

  • Further Details: For step-by-step guidance on cancellations, please refer to our Cancellation Policy.

7. Returns, Exchanges, and Refunds

This section clearly details consumer protections, statutory non-conformity claims, and our voluntary 45-day commercial return framework.

Commercial Exchange Policy (45-Day Window)

You may request an exchange within 45 days of delivery if the item received does not match your space, functional needs, or aesthetic preferences, provided it is unassembled, complete in its original packaging, and in resalable condition.

Independence of Policies

Our 45-day commercial return policy operates independently from legal warranty rights. Commercial returns and statutory claims maintain distinct operational procedures, conditions, verification standards, evidentiary requirements, and cost allocations, and their terms shall not be intermingled.

After-Sales Requests

For after-sales return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.

In accordance with applicable state commercial codes and warranty obligations:

  • Upon receiving a verified return or notice of non-conforming goods, we will refund all received payments, including the standard delivery cost, within 1 to 5 business days following receipt of the returned item or verifiable tracking proof.

  • We provide remedies including free repair or replacement for items that fail to conform to standards, and appropriate statutory refund remedies where repair or replacement is commercially unfeasible.

United States Specific Provisions & Warranty Framework

All orders delivered within the United States are governed by implied warranties of merchantability and fitness pursuant to the Uniform Commercial Code (UCC) and applicable state statutes. We honor all customer commitments and warranties published on our platform.

Response Time and Remediation Timeline

We will formally respond to any submitted service complaint or warranty claim within 45 days of receipt. This initial investigative response timeline is independent of the physical time required to perform repairs, procure replacement parts, or dispatch substitute goods.

Two-Year Mandatory Quality Responsibility

We adhere to a 2-year quality responsibility period starting from the date of physical delivery. This standard warranty guarantees that the furniture conforms to specifications and remains free from design or manufacturing defects under normal domestic use.

Commercial 6-Year Extended Structural Framework Guarantee

Independent of the 2-year responsibility, we provide a voluntary 6-year commercial structural protection plan covering the internal load-bearing frames of our sofas, dining tables, and beds. This 6-year period begins on the date of product delivery.

Separation of Statutory Period, Statute of Limitations, and Voluntary Commitments

The 2-year quality liability period begins at delivery. The procedural statute of limitations for filing formal claims operates under relevant state statutory time limits. Our voluntary 6-year structural commitment constitutes an additional, independent commercial guarantee.

Return Costs and Fixed Deductions

  • Defective or Non-Conforming Goods: If an item is verified to be defective upon delivery, we provide a prepaid return label at our expense.

  • Voluntary Commercial Returns: For preference-based commercial returns within 45 days, the customer bears the return freight. Fixed deductions for return labels will be clearly disclosed prior to return authorization.

Latent / Hidden Defects

For claims asserting hidden or latent manufacturing defects (defects undetectable during ordinary initial inspection), the applicable 6-year limitation of action begins on the date the defect was discovered or reasonably should have been discovered, standing separate from conformity checks conducted upon delivery.

Distinction Between Latent Defects and Commercial Framework Guarantees

Latent defect protections address inherent structural or chemical flaws present at manufacturing and run from the date of discovery. The commercial 6-year structural framework guarantee is an express contractual guarantee addressing frame stability under standard usage, running from the date of delivery.

Return Shipment Scope and Large-Item Return Costs

Returned items must be properly packaged—ideally using the original packaging materials—to prevent damage during transit. Responsibility for return shipping costs is determined by the reason for the return: we cover costs for returns due to quality issues, while the customer is responsible for costs in the case of voluntary returns. Return packages should be sent to our designated warehouse center.

Large-Item Return Freight Estimates and Label Deduction

Prior to finalizing any voluntary return for large furniture items, the freight cost will be disclosed. The estimated return shipping cost for oversized furniture ranges from $120.00 to a maximum capped deduction of $250.00 per item. If you choose our return shipping label, this predetermined fee will be deducted directly from your final refund amount.

Commercial Return Summary

The 45-day commercial return window begins on the date of delivery. Items returned under this voluntary policy must be complete, unaltered, and free of user-induced wear. The commercial cancellation window is strictly 48 hours post-order prior to shipment.

Steps to Initiate a Return or Exchange

  • Reach out to our support channel via email.
  • For after-sales return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.
  • Securely pack the item with all protective components, hardware packs, and manuals.
  • Affix the provided return label and hand the package to the designated carrier.

Return and Exchange Workflow

Once the returned package reaches our facility, it undergoes an intake inspection within 2 business days. If approved, an exchange order or refund sequence will be executed immediately.

Refund Payment Channel

Refunds will be processed through the original payment processor, returned to the bank card (such as Visa, MasterCard, etc.) used at the time of purchase.

Refund Arrival Timeline

Following confirmation of the returned goods, the refund will be credited back to the bank card (Visa, MasterCard, etc.) used for payment. Arrival time: Based on the processing efficiency of different card issuers, we expect the refund to arrive within 1 to 5 business days. Please contact us if delayed.

Further Details

For full terms regarding returns, replacements, and refunds, please consult our Returns & Refunds Policy.

8. Privacy and Data Protection

We value your personal privacy. We process customer information, transaction details, and operational logs strictly to execute orders and improve website operations. For complete disclosures, please consult our Privacy Policy.

9. Product Scope, Indoor Use

Indoor Furniture: Items designated for indoor use (such as fabric sofas, upholstered chairs, and indoor wooden tables) must be kept inside climate-controlled environments and protected from direct sunlight, excessive humidity, and moisture.

10. Dispute Resolution and Governing Law

These terms, all transactions, and any claims or disputes arising out of or related to our service shall be governed by and construed in accordance with the laws of the State of Florida, United States, without regard to its conflict of law principles. Any legal action or proceeding shall be instituted exclusively in the state or federal courts located in Florida, and you consent to personal jurisdiction in such courts.

11. Intellectual Property

All content on this website—including images, text, design layouts, graphics, icons, and software code—is our property or used under license and is protected by copyright, trademark, and intellectual property statutes. Reproduction, distribution, or commercial exploitation of any site content without our prior written consent is strictly prohibited.

12. Limitation of Liability

To the maximum extent permitted by applicable rules, we shall not be liable for any indirect, incidental, punitive, special, or consequential damages resulting from the use or inability to use our products or website. Our total aggregate liability for any claim arising out of your purchase shall not exceed the total amount paid by you for the specific item giving rise to the claim.

13. Modifications to Service Policy

We reserve the right to revise or modify this Service Policy at any time. Any changes take effect immediately upon posting to this website. Your continued use of the website following the publication of revised terms constitutes your acceptance of such changes.

14. Force Majeure

We shall not be held liable or responsible for delays, delivery failures, or performance impediments caused by events beyond our reasonable control, including natural catastrophes, severe storms, fires, labor disputes, port congestions, carrier interruptions, utility outages, or official governmental directives.

15. User Obligations

You agree not to use our online store for any unlawful purpose, violate our system integrity, introduce malicious code, scrape data, or interfere with other visitors' use of our site. You must provide truthful, current, and complete information during order placement.

16. Product Safe Assembly and Usage

Customers must assemble and install all furniture items strictly following the provided assembly instructions and safety hardware guidelines. Wall anchors, tip-over restraints, and weight limit ratings must be observed at all times to prevent accidents and property damage. We disclaim liability for damages or personal injuries resulting from improper assembly, modifications, or overloading.

17. Electronic Communications

When you visit our site, send emails, or submit forms, you communicate with us electronically. You consent to receive communications from us electronically, including notices, agreements, disclosures, and order status updates, which satisfy any requirement that such communications be in writing.

18. Severability

If any provision of this Service Policy is deemed unlawful, void, or unenforceable by an authoritative court, that specific provision shall be deemed severable and shall not affect the validity and enforceability of any remaining provisions.

19. Entire Agreement

This Service Policy, along with our hyperlinked detailed policies on shipping, cancellations, returns, and privacy, constitutes the entire understanding between you and us concerning your purchase and use of our online store.

20. Waiver and Assignment

Our failure to enforce any right or provision of this policy shall not constitute a waiver of future enforcement of that right. You may not assign or transfer your rights or obligations under this policy without our prior written permission. We may assign our rights and duties at any time without restriction.

21. Contact Information

Address: 5050 Apex Cir #414, Davenport, FL 33837, United States
Phone: +1 (863) 424-7382
Email: team@zalvenfiel.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)