Service Policy


1. Introduction and Scope of Application

Welcome to Islanoarion (hereinafter referred to as "we" or "us"). We operate an exclusive online store offering premium home furniture products. This Service Policy governs all interactions, purchases, and browsing activities on our online platform. By accessing our website, browsing our collections, or submitting an order, you confirm that you possess full capacity to enter into binding agreements and agree to be bound by the terms set forth herein. This policy applies uniformly to all visitors, buyers, and account holders accessing our online store within our designated service territories.

2. User Accounts and Website Scope of Liability

When creating an account on our website, you agree to provide accurate, complete, and updated information. You are solely responsible for maintaining the confidentiality of your account credentials and all activities conducted under your account. We reserve the right to suspend or terminate accounts, refuse service, or cancel orders at our sole discretion if false information is provided or if unauthorized activity is detected. We strive to maintain continuous availability of our online catalog; however, we do not guarantee that the website will always function without interruption or technical errors, and we disclaim liability for operational downtimes arising beyond our direct operational control.

3. Products, Inventory, and Price Notice Rights

We specialize in curated indoor furniture items, alongside designated outdoor furniture collections. All item descriptions, dimensions, specifications, and imagery are displayed with maximum commercial accuracy. Slight variations in color or grain may occur due to individual screen rendering and natural material characteristics. All listed prices are displayed in U.S. Dollars (USD) and do not include applicable state or local sales taxes unless expressly indicated at checkout. We reserve the right to modify prices, correct clerical errors, and update inventory availability at any time without prior notice. In the event an item is ordered at an incorrect price or is unexpectedly out of stock, we reserve the right to cancel the order prior to fulfillment and issue a prompt refund.

4. Orders and Payment

Orders placed through our online store constitute a formal offer to purchase. An order is deemed accepted once we issue an official order confirmation receipt. Payment must be authorized and received in full before an order is processed. We accept major payment cards, including Visa, MasterCard, and other standard online credit/debit payment processors shown at checkout. All transactions are securely processed through encrypted channels. By placing an order, you represent and warrant that you are authorized to use the designated payment method.

5. Shipping Policy

  • We deliver within the entire United States. Shipping to other countries outside of the United States is currently not supported.

  • Shipping Rates:

    • Orders with a total merchandise value of $50.00 or more (inclusive) qualify for free standard delivery.

    • Orders under $50.00 will incur a flat shipping charge of $15.99.

  • Handling Time: Orders are processed, packaged, and prepared for dispatch within 1–3 business days.

  • Transit Time: Once dispatched, carrier transit time generally fluctuates between 5–8 business days.

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

  • Extended Shipping Information: For additional details regarding shipping schedules, delivery limitations, and specific conditions, please consult our Shipping Policy page.

6. Order Cancellation

  • Cancellation Conditions: You may cancel an order free of charge within 48 hours of placement, provided the order has not yet been dispatched. Orders placed more than 48 hours prior or orders that have already been shipped cannot be canceled; in such cases, please await delivery and initiate a standard return.

  • Refund Method: Refunds will be credited back to the exact same payment method used during your original purchase.

  • Crediting Time: Once cancellation eligibility is confirmed, refunds are issued back to your original payment card (such as Visa, MasterCard, etc.). Depending on the operational efficiency of your financial institution, funds are expected to arrive within 1–5 business days. Please contact us if your refund has not posted after this timeframe.

  • Detailed Procedures: For more comprehensive details on the cancellation process, please refer to our Cancellation Policy page.

7. Returns, Exchanges, and Refunds

Exchange Scope and Eligibility

We provide a 14-day exchange period commencing from the verified date of package delivery. Exchanges are eligible for items of identical or greater value where the original product remains in unused, unassembled condition, with original protective packaging intact.

Commercial Return Request Handling

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

Standard Return and Refund Timelines

Upon being informed of your decision to return within the eligible period, we will refund all received payments, including minimum standard delivery fees, within 1–5 days. We additionally provide a comprehensive six-year compliance protection, including free repair, replacement, and standard subsequent remedies.

U.S. Specific Guarantees and Honored Commitments

For U.S. orders, we honor all standard rules of merchantability alongside our specific six-year structural compliance protection. We strictly retain and honor all published consumer commitments, applying specific conditions as stated.

Complaint Response Timelines

Upon receiving an after-sales complaint, we will issue a formal written reply within 14 calendar days. This response period is distinctly separated from the operational timeframe required to complete practical physical repairs or replacements.

Two-Year Quality Conformity vs. Extended Commitments

Goods delivered carry a 2-year quality conformity responsibility commencing from physical delivery. This 2-year guarantee strictly addresses conformity at initial hand-over, which is explained separately from our 6-year voluntary extended claim limitation periods.

Commencement Dates and Protection Structure

  • 2-Year Quality Responsibility: Begins on the date of physical delivery to the buyer.

  • Claim Limitations: Specified clearly for procedural enforcement.

  • Voluntary 6-Year Extended Protection: Uniformly begins on the date of physical delivery.

Scope Distinction

The 2-year standard responsibility period is explicitly distinguished from both claim limitation procedures and our separate extra commercial commitments.

Return Shipping Costs, Fixed Fees, and No Restocking Fee

  • Restocking Fee: No restocking fee is charged for any returns.

  • Condition-based Costs: For substantiated quality defects, we provide a prepaid return label and bear return costs. 

Hidden Defects Protection

Claims arising from hidden structural defects that could not be reasonably discovered upon initial inspection have a 6-year claim limitation period calculated specifically from the date of defect discovery, distinctly separated from the initial conformity guarantee.

Distinction Between Hidden Defect Protection and Commercial Structural Warranty

Hidden defect protection covers pre-existing latent defects with a period commencing from defect discovery. Our commercial structural guarantee is a separate framework covering structural integrity for six years starting directly from the delivery date.

Return Dispatch and Large Furniture Shipping

Returned items must be handed over to carriers within specified limits. We bear or shift return freight costs depending on the applicable return condition. Large furniture items require specialized ground freight estimations.

Pre-Purchase Return Shipping Estimates for Oversized Furniture

To provide full clarity, the estimated one-way return shipping cost for oversized furniture ranges between $50.00 and $150.00. If you utilize our generated return label for a voluntary return, this estimated amount will be deducted directly from the refund total.

Harmonized Commercial Timelines

Voluntary commercial cancellations must occur within 48 hours (unshipped). 14-day commercial returns are independently specified and begin upon delivery.

Application Steps for Customers

Customers must initiate inquiries via written communication to our service team, providing required documentation as instructed.

Return and Inspection Workflow

Ship the merchandise back within 14 days of receiving instructions. Approved returns must be shipped to the address indicated on your provided return shipping label, or to our designated fulfillment center.

Refund Method

Refunds will be processed through the original payment institution (such as Visa, MasterCard, etc.), remaining strictly identical to the payment method used during purchase.

Crediting and Arrival Timetable

In 1-5 business days after the return is confirmed, the refund will be credited to the bank card account (Visa, MasterCard, etc.) used for your payment. Please contact us for processing if it is overdue.

Policy Navigation

For more detailed information concerning return, exchange, and refund processes, please refer to our Return and Exchange Policy page.

8. Privacy and Data Protection

We value your personal privacy and implement strict safeguards. For complete details, please read our Privacy Policy.

9. Product Usage Environment and Operating Conditions

  • Indoor Furniture: Restricted exclusively to climate-controlled indoor living spaces.

  • Outdoor Furniture: Subject to usage conditions consistent with the item's engineering; must be used on stable surfaces and protected during severe weather according to manual instructions.

10. Dispute Resolution and Governing Rules

These terms and any disputes shall be governed by and interpreted under the rules of the State of Missouri, United States. Any legal action shall be instituted exclusively in the applicable courts located in Missouri.

11. Intellectual Property

All website layouts, designs, copy, icons, and assets are our exclusive property. Unauthorized copying, downloading, modifying, or commercially exploiting any material is strictly prohibited.

12. Limitation of Liability

To the maximum extent permitted, we shall not be liable for any indirect, incidental, or consequential damages resulting from your use of our services. Our total aggregated liability shall not exceed the amount actually paid for the specific item.

13. Modifications to Service Terms

We reserve the right to amend this Service Policy at any time by publishing updated terms on our online store. The revised version takes effect immediately upon publication.

14. Force Majeure

We shall not be liable for any delay or failure to deliver resulting from severe natural catastrophes, logistics network failures, or other events beyond our reasonable operational control.

15. User Obligations

Users agree not to misuse our website, disrupt operations, or engage in deceptive activities, and must supply truthful information while safeguarding account credentials.

16. Safe Product Use

Furniture assembly and placement must follow our provided manuals. Wall-anchoring hardware must be properly installed for applicable items to prevent tip-over hazards.

17. Electronic Communications

By using our online store, you consent to receive communications from us electronically, which satisfy any requirement that such communications be in writing.

18. Contact Information

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)