Return, Exchange & Refund Policy
At Elviancalnello, we are committed to providing a clear, fair, and transparent after-sales experience. This policy applies to furniture purchased through our website and delivered within the United States.
1. 40-Day Return and Exchange Policy
You may request a return or exchange within 40 calendar days of receiving your item.
For returns due to a change of mind, personal preference, or no longer needing the item, the furniture should be in good condition, free from customer-caused damage, and accompanied by the original packaging, accessories, and proof of purchase whenever reasonably possible.
Furniture that has been assembled, installed, or used will be evaluated based on its actual condition. Damage caused by improper use, assembly, installation, or disassembly may affect eligibility for a voluntary return.
For items with manufacturing defects, shipping damage, or fulfillment errors, we will provide appropriate assistance in accordance with this policy and applicable laws.
2. How to Request a Return or Exchange
To request a return or exchange, please follow these steps:
- Email us at care@elviancalnello.com within 40 calendar days of receiving your item.
- Provide your order number, purchase details, item name, and reason for the return or exchange.
- If the item is defective, damaged during shipping, or incorrect, include clear photographs of the issue.
- Wait for our customer service team to review your request and provide the applicable return instructions and designated return address.
- Securely package the item and arrange return shipping according to the instructions provided.
- Once the returned item is received, we will inspect it and notify you of the refund or exchange decision.
Please do not send returns to our contact address. The designated return address will be provided separately after your return request has been approved.
Items returned without prior authorization may not be accepted or processed.
We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until the return process is complete.
3. Return Shipping Costs and Fees
Voluntary Returns
If you return an item because you changed your mind, ordered the wrong item, prefer a different style or size, or no longer need it, you are responsible for arranging return shipping, obtaining the return shipping label, and paying the associated shipping costs.
Large or heavy furniture that cannot be shipped through standard parcel services may require specialized freight or furniture transportation services.
Return shipping costs are based on the actual rates charged by your selected shipping carrier. Costs depend on factors such as the item's packaged dimensions, weight, shipping distance, pickup and delivery locations, and any special handling requirements.
You may request a shipping estimate from an appropriate carrier before purchasing by providing the item's packaged dimensions, weight, and relevant shipping locations. For furniture that cannot be returned through standard parcel services, we will provide applicable return shipping requirements and cost calculation information before purchase to help you understand potential return expenses.
You are responsible for paying the carrier directly for voluntary return shipping. We do not charge a separate return shipping fee.
We do not charge additional return handling fees or restocking fees.
Original delivery charges that were clearly disclosed as nonrefundable before purchase may be excluded from the refund where permitted by applicable law.
Defective, Damaged, or Incorrect Items
If an item is confirmed to have a manufacturing defect, shipping damage, or a fulfillment error, we will cover reasonable return shipping costs.
Depending on the circumstances, we may offer free return shipping, repair, replacement, or a refund.
You will not be responsible for reasonable return shipping costs or charged return handling fees for verified defects, shipping damage, or incorrect items.
Please contact us before arranging shipping for these issues so we can provide appropriate instructions.
4. Refund Processing and Timing
Return Refunds
Once your returned item has been received, inspected, and confirmed eligible for a refund, we will initiate your refund within 1–3 business days.
Refunds will be issued to the original payment method through the original payment channel or payment service provider used for the purchase.
For eligible voluntary returns, we will refund the applicable item purchase amount. Original delivery charges that were disclosed as nonrefundable before purchase may be excluded where permitted by applicable law.
For verified manufacturing defects, shipping damage, or incorrect items, refunds will be handled in accordance with applicable laws and the circumstances of the issue. Reasonable return shipping costs resulting from these issues will not be deducted.
Order Cancellations
If your order has not yet shipped, you may request cancellation by contacting our customer service team.
Once an eligible cancellation is confirmed, we will initiate your refund within 1–3 business days through the original payment channel.
If your order has already shipped, the applicable return process must be followed.
When Will I Receive My Refund?
After we initiate your refund, the time required for the funds to appear in your account depends on your bank, credit card issuer, or payment service provider.
The 1–3 business day period refers to when we initiate the refund, not when the funds will appear in your account.
All refunds are processed through the original payment method and payment channel used at checkout.
5. Defective, Damaged, or Incorrect Items
We take product quality and shipping safety seriously.
If your furniture arrives with a manufacturing defect, shipping damage, missing essential components, or an incorrect item, please contact us as soon as possible.
To help us review your request, please provide your order number, a description of the issue, and relevant photographs.
Once the issue has been verified, we will offer an appropriate resolution, which may include:
- Free repair or replacement parts.
- Replacement of the affected item.
- Return and refund.
- Another reasonable solution agreed upon by both parties.
We will cover reasonable return shipping costs associated with verified manufacturing defects, shipping damage, or fulfillment errors.
Damage caused by customer misuse, improper installation, incorrect assembly, or unsuitable storage is not eligible for free defect-related returns.
Nothing in this policy limits any consumer rights or remedies available under applicable U.S. federal or state laws.
6. Exchange Policy
You may request an exchange within 40 calendar days of receiving your item.
Exchanges are subject to the item's condition, the reason for the request, and product availability.
For exchanges due to personal preference, size, color, or style selection, you are responsible for the return shipping costs of the original item and any applicable replacement delivery charges disclosed before purchase.
For verified manufacturing defects, shipping damage, or incorrect items, we will cover reasonable shipping costs associated with the approved exchange.
If the requested replacement item is unavailable, we will discuss a refund or another appropriate solution.
Exchange processing and delivery times depend on product availability and shipping arrangements. We cannot guarantee a specific exchange completion date.
7. Items Not Eligible for Voluntary Returns
We may decline a voluntary return or refund request under the following circumstances:
- The return request is submitted more than 40 calendar days after delivery.
- The item has damage caused by the customer.
- The item has been damaged through improper use, assembly, installation, disassembly, or storage.
- The item has significant signs of improper use or unauthorized modifications and does not meet our disclosed return requirements.
- Essential components are missing, preventing the item from meeting reasonable return conditions.
- Sufficient purchase information cannot be provided to verify the order.
Opening the packaging or removing an item from its original packaging does not automatically make it ineligible for return. We will evaluate the item's actual condition.
For manufacturing defects, shipping damage, or incorrect items, we will not hold customers responsible for problems that were not caused by them.
These limitations do not exclude or restrict consumer rights provided by applicable law.
8. Contact Us
If you have questions about returns, exchanges, refunds, or furniture quality issues, please contact us using the information below.
Address: Room B201, Kamel Ju, 3-2 Hoshigaoka 2-chome, Hanamaki, Iwate 025-0065, Japan
Telephone: +81 19-638-7246
Email address: care@elviancalnello.com
Business Hours: Monday to Friday, from 9:00 AM to 6:00 PM (CT)
Shipping Area: United States