Refund policy

Our Return Commitment

We want customers to feel confident when purchasing furniture from Ilenmora. This policy explains the conditions for returns, order cancellations, refunds, damaged products, and incorrect deliveries.

We voluntarily offer a 14-day return period for eligible purchases, beginning on the date the customer receives the item. We also provide a standard commercial return period of 28 days from delivery, subject to the conditions described below. These are voluntary return arrangements and are not presented as a universal statutory withdrawal right under United States law.

Nothing in this policy limits any consumer right that applies under mandatory federal or state law.

The 14-Day Return Period

Customers may request a return within 14 calendar days after receiving their furniture, without providing a reason, under our voluntary 14-day return commitment.

To exercise this voluntary return option, customers should contact us within the 14-day period and identify the order they wish to return. We will provide the necessary return instructions.

The 14-day period begins on the date the customer, or a person designated by the customer other than the carrier, takes physical possession of the item.

This 14-day commitment is a commercial benefit offered by us. United States federal law does not generally establish a universal 14-day withdrawal right for ordinary online furniture purchases. Where a separate statutory cancellation or withdrawal right applies to a particular transaction, that legal right will be handled according to the applicable law and will not be restricted by this voluntary policy.

Customers who do not use the voluntary 14-day return option may still request a standard commercial return within 28 days after delivery, subject to the eligibility conditions below.

Eligibility for Standard Returns

For standard commercial returns, customers should submit their request within 28 days after receiving the item.

Furniture should be returned in reasonable condition, with included parts and accessories where available. Customers may inspect an item as reasonably necessary to assess its nature and condition. Any damage, excessive use, or missing components will be evaluated according to the circumstances and applicable law.

Returns requested because of a change of mind or personal preference may be accepted when they meet the conditions of the applicable voluntary return arrangement.

Different procedures may apply to products that arrive damaged, defective, incomplete, incorrect, or materially different from their description. Such cases will be assessed according to the facts and applicable consumer protection requirements.

The commercial return periods described here do not replace or shorten any mandatory statutory rights.

Order Cancellations

Orders that have not yet been shipped may be canceled by contacting customer support. Once cancellation of an unshipped order is confirmed, the full amount paid for that order will be refunded.

Once an order has been dispatched, it generally cannot be canceled through the unshipped-order process. Customers may request a return after delivery under this policy or exercise any applicable statutory rights.

If a separate law gives the customer a right to cancel a transaction, that right will be handled according to the applicable legal requirements.

Damaged, Defective, or Incorrect Products

If an item arrives damaged, defective, incomplete, or different from the item ordered, please contact us as soon as reasonably possible. Include the order number and a description of the problem. Photographs of the item, packaging, and visible damage may help us assess the issue.

Depending on the circumstances and applicable law, the appropriate resolution may include a repair, replacement, full refund, partial refund, or another legally required remedy.

Where damage, defects, or fulfillment errors are attributable to the product or delivery process, return arrangements and related costs will be handled according to applicable law and our responsibility for the issue.

We do not provide exchanges solely for personal preference as a standard commercial service. Customers who want a different color, style, or model may request a return under the applicable return conditions and place a new order if they wish.

This limitation does not exclude any statutory repair, replacement, refund, or other remedy to which a customer is legally entitled.

How to Request a Return

For a voluntary or standard commercial return, please follow these steps.

Submit a request. Email customer support with your order number, the item you wish to return, and the reason for your request. For damaged or incorrect products, include a description of the issue and photographs where practical.

Receive return instructions. We will review the order details and determine the appropriate next step. This administrative process does not create an additional approval requirement for any statutory right that must be honored without such a condition.

Prepare the furniture. If the item is to be returned, follow the packaging and shipping instructions provided. Take reasonable care to protect the furniture during transportation.

Use the return label. For approved commercial returns, we will provide an electronic return shipping label for the customer to download and print.

Send the item back. Follow the return instructions and retain the shipping receipt or tracking information until the matter is resolved.

Refund processing. Where inspection is appropriate and permitted by law, the refund will be processed after the returned item has been received and assessed, subject to any applicable legal deadline.

Return Shipping and Fees

For approved voluntary returns due to a change of mind or personal preference, the customer may be responsible for return shipping costs, provided the applicable costs are disclosed in advance and permitted by law.

For items that arrive damaged, defective, or incorrect, return shipping costs and other necessary expenses will be handled according to applicable law and the circumstances of the case.

No fixed return handling fee is imposed by this policy. Any permitted charge or deduction must be disclosed clearly and have a valid basis. We will not invent or apply an undisclosed fee.

If an item has been damaged through customer misuse or does not meet the conditions of a voluntary commercial return, the request will be assessed based on the facts and applicable law. Such circumstances do not automatically remove any statutory rights that may apply.

Refund Amount and Timing

Approved refunds will generally be issued to the original payment method used for the purchase.

For returns that require the item to be received and inspected, we aim to initiate the refund within 2–3 business days after receiving and verifying the returned item. This operational timeframe applies only where consistent with applicable law.

After the refund has been initiated, the amount is generally expected to appear in the customer's account within 1–3 business days. This is an estimate, not a guarantee. Actual posting times depend on the payment provider, card issuer, bank, or other financial institution.

The refund amount will depend on the circumstances, any clearly disclosed and legally permitted deductions, and the customer's legal rights. Where a full refund is required, no unauthorized deduction will be made.

If applicable law requires a refund sooner or establishes a different deadline, that legal requirement takes precedence over the operational timeframes described in this policy.

Statutory Withdrawal and Consumer Rights

The 14-day return commitment described above is a voluntary commercial benefit. It should not be interpreted as a statement that all United States online furniture purchases carry a statutory 14-day withdrawal right.

United States federal law provides cancellation rights in certain specific circumstances, but it does not generally grant every online shopper a universal 14-day right to withdraw from an ordinary online purchase simply because they have changed their mind. State laws and the circumstances of a transaction may provide additional protections.

If a statutory cancellation or withdrawal right applies to a particular transaction, customers may exercise that right in accordance with the applicable law. Any required notice, deadline, refund amount, return-shipping arrangement, exception, or permitted postponement will be determined by the law governing that transaction.

For goods that are defective, damaged, incorrect, or not as described, customers may also have rights to repair, replacement, a refund, or other remedies under applicable law.

Nothing in this policy requires a customer to provide a reason for exercising a statutory right where the law does not require one. Nor does this policy permit an administrative review process to delay or restrict a legal right contrary to applicable law.

Contact Information

For questions about returns, refunds, or order cancellations, please contact our customer support team.

Email: solutions@ilenmora.com

Phone: +81 98-682-4736

Address: Room 204, Forest Casa, 1399 Maezato, Itoman City, Okinawa 901-0362, Japan

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET).