Shopping Guide

 

Pre-Purchase Preparation and Space Planning

  • Measure Dimensions: Measure the length, width, and height of your intended space. Take into account baseboards, heating fixtures, and door clearance.

  • Confirm Entryways: Measure all entryway doors, hallways, stairwells, and elevators to ensure boxed items can pass safely.

  • Oversized Furniture Return Shipping Estimate: Oversized furniture (such as sectionals, sideboards, and bed frames) requires specialized freight transport. For voluntary commercial returns, the fixed return shipping cost is $150 per oversized piece (which serves as our standard flat fee and maximum cap). If you choose our prepaid return freight label, this fixed fee of $150 will be deducted directly from your refund amount.

Cart, Order Review, and Payment

  • Cart Review: Review your product configurations, finishes, dimensions, and quantities before proceeding to checkout.

  • Payment Methods: We accept credit card payments, including Visa, MasterCard, and other major credit card networks. All transactions are processed through encrypted payment systems.

  • Order Confirmation: Once payment is completed, you will receive an order confirmation containing your order number and itemized purchase details.

Commercial Order Cancellation Prior to Shipment

  • Cancellation Window: You may request to cancel an order within 48 hours of placement at no charge, provided the order has not been dispatched or transferred to freight carriers.

  • Processing Requests: For post-sale 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.

Freight Delivery and Initial Inspection

  • Freight Appointment: Oversized freight shipments require an appointment. The carrier will contact you prior to delivery to schedule an arrival window.

  • Exterior Package Inspection: Examine all cartons upon delivery. If packaging shows severe tears, punctures, or water exposure, note this directly on the carrier delivery receipt before signing.

  • Transit Damage Protocol: If an item arrives damaged or with missing parts, contact us within 48 hours of delivery with photographic documentation. We will provide replacement parts or a replacement unit free of charge.

  • Retaining Packaging: Retain all original cartons, protective foam inserts, and hardware packaging for at least 14 days, as original packaging is required for voluntary commercial returns or exchanges.

Assembly Guidance and Product Care

  • Assembly Instructions: Follow the included step-by-step assembly guide. Assemble items on a soft, carpeted surface to prevent surface abrasions.

  • Care Instructions: Avoid placing indoor wood or upholstered furniture in direct sunlight or adjacent to high-temperature heat sources. Dust with a clean, lint-free cloth and spot-clean upholstery using dedicated fabric cleaners.

14-Day Commercial Return Policy

  • Independent Commercial Policy: Our 14-day commercial return policy is an independent voluntary accommodation, distinct from statutory non-conformity remedies and hidden defect claims. Conditions, documentation requirements, and fee rules are applied separately.

  • Return Conditions: Commercial returns must be requested within 14 calendar days from the delivery date. Items must be in brand-new, unused, and unassembled condition, packed inside all original packaging materials with all hardware components intact.

  • Procedure: For post-sale 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.

  • Return Address Notice: Do not ship returns to our administrative address. We will provide a designated warehouse return address and a Return Merchandise Authorization (RMA).

  • Return Shipping Deductions: Customers bear return shipping costs for voluntary commercial returns. If you utilize our return shipping label, a fixed fee of $150 per piece will be deducted from the refund for oversized freight items, and a fixed fee of $25 per package will be deducted for standard parcel items.

Statutory Rights, Conformity, and Extended Structural Guarantee

We maintain clear distinctions between statutory withdrawal, conformity liabilities, hidden defect remedies, and voluntary extended guarantees:

Statutory Withdrawal and Refund Timelines

  • Refund Window: Once the returned item is delivered to our designated warehouse and passes return inspection (or within 1 to 5 days of verified withdrawal confirmation), we will process your full refund via your original payment method.

  • Refund Scope: The refund includes the full purchase price paid and our lowest standard delivery charge originally assessed at checkout.

2-Year Statutory Quality Liability

  • Scope and Starting Point: We are liable for lack of conformity that becomes apparent within 2 years from the date of delivery.

  • Statutory Remedies: You are entitled to free repair or free replacement. If repair or replacement is impossible or disproportionately burdensome, you may request an appropriate price reduction or rescission of the purchase contract.

  • Prescription vs. Liability Period: The 2-year liability period covers flaws arising within two years of delivery. Any formal claims must be filed within the applicable statutory prescription period calculated from the date the non-conformity was identified.

6-Year Protection Against Hidden Defects

  • Distinct Legal Regime: Hidden defect protection applies to inherent manufacturing flaws that could not be detected upon standard delivery inspection and render the item unfit for its normal indoor use. This operates independently from standard conformity guarantees.

  • Duration and Starting Point: The claim window lasts for 6 years, with the starting point defined as the exact date of discovery of the hidden defect.

  • Remedies: You may elect to return the product for a full refund (with all return shipping costs borne by us) or retain the item and receive an appropriate partial refund.

Voluntary 6-Year Commercial Structural Guarantee

  • Coverage Scope: As our separate commercial commitment, we provide a voluntary 6-year structural guarantee covering internal structural elements (solid wood internal framing, primary steel frame joints, and core load-bearing mechanisms).

  • Starting Point: This voluntary guarantee commences on the date of product delivery.

  • Remedies: We provide free replacement structural parts or unit replacements. This voluntary commitment does not diminish or replace your statutory protections.

Complaint Handling and Resolution Deadlines

  • 14-Day Response Commitment: We provide a formal written assessment and proposed resolution within 14 calendar days of receiving a customer complaint.

  • Resolution Completion Timelines: The 14-day timeline applies strictly to investigation and formal response. Physical execution of repairs or delivery of replacement parts is handled separately, completed within a reasonable timeframe without causing significant inconvenience to you.

Contact Us

For order support, return authorizations, or warranty claims, contact us through the following channels:

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)