Return and Refund Policy


Return and Exchange Validity Period

You have 14 days after signing for the receipt of the product to initiate a return or exchange.

Return and Exchange Conditions

We accept returns and exchanges under the following conditions:

  • Product appearance issues (e.g., scratches, dents).
  • The product has quality issues.
  • The product has an abnormal odor or severe color difference.
  • The received item does not match the description (wrong item).
  • Return or exchange without any reason.

Commercial After-Sales Return Process

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

14-Day Commercial Withdrawal & Refund Timelines

If you choose to withdraw from your purchase, you must ship the product back to us no later than 14 days after notifying us of your withdrawal. All commercial cancellation timeframes are unified under this 14-day rule.
Within 1 to 5 business days after being informed of your withdrawal and receiving the returned item, we will refund your full original payment, including the minimum standard delivery fee, to your original payment method.

Guarantees, Time Limits, and Responsibilities

We provide the following specific protections for our United States orders. We reserve and fully honor all consumer promises made:

  • 2-Year Quality Responsibility: Starting from the date of delivery, we hold a 2-year quality responsibility for the conformity of the goods. Claims under this responsibility must be made within this timeframe.

  • 6-Year Voluntary Extended Protection: As a voluntary commitment to you, we provide a 6-year commercial structural guarantee starting from the date of delivery. This includes free repair or replacement, as well as subsequent applicable remedies. This is a separate system from the 2-year responsibility.

  • 6-Year Hidden Defect Protection: Distinct from the commercial structural guarantee, hidden defects refer to flaws not discoverable upon normal inspection at delivery. The 6-year claim period for hidden defects starts exactly from the date the defect is discovered, rather than the date of delivery.

Complaint Response vs. Processing Times

If you submit a complaint regarding an item, we will reply to your complaint within 14 days of receipt. Please note that this 14-day reply timeframe is strictly for acknowledging your complaint, and is entirely separate from the actual time required to complete a repair, replacement, or refund.

Return Freight Cost Rules & Large Item Estimates

We clearly separate standard and voluntary return costs based on the applicable conditions:

  • We bear the return shipping costs if the return is due to product appearance issues, quality issues, abnormal odor, severe color difference, or receiving the wrong item.

  • You bear the return shipping costs for no-reason returns and exchanges.

  • Large Furniture Freight Estimate: For no-reason returns of large indoor furniture, we provide a reasonable estimate prior to purchase. The return shipping cost is generally estimated between $50 and $150, with a maximum cap fixed at $150.

Return Labels and Deductions

A return shipping label is included inside every package for your convenience. If you use this label for a no-reason return, a fixed deduction based on the carrier's actual charge (not exceeding the $150 cap for large items) will be explicitly stated and deducted from your final refund amount.

Return Process

  • Contact us via email at solutions@islanoarion.com or by phone at +1 (417) 466-3842 to apply for a return. Please provide your order number, proof of payment, reason for return, and relevant videos or photos.
  • Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the designated return address.
  • You need to ship the item back to our designated return address and wait for us to receive it.
  • Upon receipt, we will immediately inspect the item to verify the situation you reported. If the inspection passes, we will arrange your refund immediately. 

Exchange Process

  • Contact us via email at solutions@islanoarion.com or by phone at +1 (417) 466-3842 to apply for an exchange. Please provide your order number, proof of payment, reason for exchange, and relevant videos or photos.
  • Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the designated return address.
  • You need to ship the item back to our designated return address and wait for us to receive it.
  • Upon receipt, we will immediately inspect the item. If the inspection passes, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item to reach your address is 5-8 business days. For more transit information, please check our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card account (Visa, MasterCard, etc.) you used for payment.

  • Arrival Time: Depending on the processing efficiency of different bank card institutions, we expect the refund to arrive within 1-5 business days. If it is overdue, please contact us for assistance.

Item Condition Requirement

For no-reason returns, all returned items must be in their original packaging, unassembled, and in resalable condition.

Order Cancellation

You may cancel your order free of charge before the item is shipped. Once the package has left our facility, the standard return process applies.

Transit Damage

If you notice damage to the exterior packaging upon delivery, please document it with photos and contact us within 48 hours for swift resolution.

Liability Disclaimer
We are not liable for damages resulting from improper assembly, misuse, normal wear and tear, or failure to follow care instructions. Our protections strictly apply to manufacturing defects, hidden defects, and structural integrity as outlined above.

Contact Us

Address: 8161 Highway M, Mount Vernon, MO 65712, United States
Phone: +1 (417) 466-3842
Email: solutions@islanoarion.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)