Return and Exchange Policy

1. Return Period and Available Options

At ivorialune (hereinafter referred to as “I”), I aim to provide clear and practical information about returns, exchanges, refunds, cancellations, and product quality concerns. The applicable process depends on the reason for your request, the condition of the item, the time elapsed since delivery, and the consumer rights applicable to your purchase.

For my voluntary return and exchange policy, you may request a return or exchange within 40 days from the date you receive your order. This 40-day period is a voluntary benefit offered by me and is separate from any statutory withdrawal rights or product conformity remedies that may apply.

For eligible purchases subject to applicable statutory consumer protection requirements, you may have additional rights that cannot be limited by this voluntary policy. These may include withdrawal from a distance contract, repair or replacement of nonconforming goods, a price reduction, or a refund, depending on the applicable requirements and circumstances.

My voluntary return conditions do not replace or restrict mandatory consumer rights.

2. Statutory Right of Withdrawal

Where a statutory 14-day withdrawal right applies to your purchase, you may withdraw from the contract within 14 days without giving a reason. For goods, the withdrawal period generally begins when you or a person designated by you, other than the carrier, takes physical possession of the goods, subject to the rules applicable to the particular order.

To exercise this right, send me an unequivocal statement of your decision to withdraw before the withdrawal period expires. You may notify me by email at team@ivorialune.com or by another clear written communication. You may also use the sample withdrawal form provided in Section 12, but using that form is not mandatory.

After notifying me of your withdrawal, you must send the goods back without undue delay and no later than 14 days after the date on which you communicated your decision to withdraw. The deadline is met if you dispatch the goods before the 14-day period expires.

For qualifying statutory withdrawals, I will reimburse the payments covered by the withdrawal, including the original standard delivery charge, within 14 days after I am informed of your decision. If you selected a more expensive delivery method than the least expensive standard delivery option I offered, I am not required to reimburse the additional delivery cost where the applicable rules permit this.

Where permitted, I may withhold reimbursement until I receive the returned goods or receive evidence that you have sent them back, whichever occurs first. Refunds will be made using the original payment method unless you expressly agree otherwise. No reimbursement fee will be charged.

You may be responsible for the direct cost of returning goods under a statutory withdrawal right only where the applicable rules permit this and I properly informed you of that responsibility before the contract was concluded. For furniture or other goods that cannot ordinarily be returned by standard mail, the applicable return cost or a reasonable estimate must be disclosed before purchase where required.

These provisions do not apply in a way that reduces any mandatory right to a free remedy for defective or nonconforming goods.

3. Product Quality and Statutory Conformity Rights

For purchases covered by applicable EU consumer conformity rules, new goods generally benefit from a minimum two-year legal guarantee or conformity protection period, calculated from delivery, subject to the applicable national requirements. This period is separate from my voluntary 40-day return window.

If an item does not conform to the purchase agreement, including qualifying defects in quality, condition, functionality, or agreed characteristics, you may be entitled to a remedy under the applicable rules.

Depending on the circumstances, available remedies may include repair or replacement free of charge. Where repair or replacement is unavailable, unsuccessful, not completed within a reasonable time, or otherwise meets the applicable conditions for a further remedy, you may be entitled to an appropriate price reduction or termination of the contract and reimbursement.

For an eligible statutory repair or replacement, I will bear the necessary costs required by the applicable rules, including qualifying transportation, labor, and materials.

Please report a product concern by emailing team@ivorialune.com and include your order number and a description of the issue. I aim to acknowledge and respond to complaints within 1–3 business days. Where a specific statutory response or remedy deadline applies, I will comply with that deadline. For purchases subject to EU rules, a repair or replacement must generally be completed within a reasonable time and without significant inconvenience to the consumer; the 1–3 business-day response target does not replace that obligation.

A statutory conformity claim is not limited by the voluntary 40-day return period. I will not charge you for return transportation required for an eligible statutory remedy.

For US purchases, product quality claims and available remedies will be handled under the applicable federal and state requirements, the purchase terms, and any applicable product warranty. The two-year EU conformity period is not represented as a universal statutory warranty applicable to every US purchase.

4. Eligibility for Voluntary Returns and Exchanges

Within my voluntary 40-day return and exchange period, I can review requests involving the following circumstances:

The item arrives with visible scratches, dents, breakage, or other significant appearance damage.
The item has a quality issue that materially affects its ordinary intended use.
The item has a pronounced unusual odor or a substantial color difference from the product description, allowing for reasonable variations caused by lighting and screen settings.
The item received differs from the product, quantity, or specifications stated in the order.
You change your mind or determine that the item is no longer suitable for your needs and request a voluntary return within the applicable period.

For voluntary returns based on personal preference rather than a product defect or fulfillment error, please return the item in a condition that allows it to be reasonably identified and inspected, together with included components and accessories where applicable.

Original packaging is helpful, particularly for furniture, but the assessment will take account of the circumstances and applicable consumer rights.

For voluntary requests or product issues requiring assessment, I may request photographs, videos, or additional details to understand the concern. Such evidence requests do not make approval a prerequisite for exercising a statutory withdrawal right or obtaining a remedy to which you are otherwise entitled.

5. How to Request a Return
Step 1: Submit Your Request

Email team@ivorialune.com or call +1 (407) 628-9143.

For a voluntary return or product complaint, please provide your order number, purchase confirmation or other proof of purchase, a description of the reason for the request, and photographs or videos where relevant.

If you are exercising a statutory withdrawal right, a clear statement of your decision to withdraw is sufficient. You do not need to provide a reason or wait for discretionary approval.

Step 2: Receive Instructions

I aim to acknowledge and respond to complaints within 1–3 business days.

For voluntary requests that require assessment, I will review the information and communicate the outcome. If a voluntary return is approved, I will provide the applicable return instructions and designated return address.

For statutory withdrawals, I will provide any necessary return information without making the right to withdraw conditional on discretionary approval.

Step 3: Return the Item

Unless I provide different instructions for your specific case, the designated return address is:

1200 Holden Ave #155, Orlando, FL 32839, United States

Please package the item securely and retain your shipping receipt and tracking number until the matter has been resolved.

For statutory withdrawals, dispatch the goods no later than 14 days after notifying me of your decision to withdraw.

A prepaid return label is not automatically included with every order. Where I am responsible for return transportation costs, I will explain the applicable shipping arrangement or reimbursement process. For voluntary returns based solely on personal preference, the customer is responsible for the direct return shipping cost, subject to the terms disclosed before purchase and applicable consumer rights.

Step 4: Inspection and Resolution

After receiving a voluntary return, I will inspect the returned item where appropriate and compare its condition with the information provided in the request.

For approved voluntary returns, I will initiate the refund within 1–3 business days after the returned goods have been received and the inspection has been completed.

For qualifying statutory withdrawals, I will follow the reimbursement deadlines in Section 7. For defective or nonconforming goods, I will determine and provide the appropriate remedy under the applicable requirements.

An inspection will not be used to remove or delay a mandatory consumer right.

6. How to Request an Exchange
Step 1: Contact Me

Email team@ivorialune.com or call +1 (407) 628-9143. For a voluntary exchange, include your order number, purchase confirmation, the reason for the exchange, and relevant photographs or videos if they help explain the issue.

Step 2: Receive Return Instructions

I will review voluntary exchange requests and communicate the outcome. If the exchange can proceed, I will provide the applicable return instructions and designated return address:

1200 Holden Ave #155, Orlando, FL 32839, United States

Where applicable consumer protection requirements provide a statutory right to repair or replacement, I will handle the matter under those requirements rather than treating it solely as a voluntary exchange.

Step 3: Send Back the Original Item

Return the item according to the instructions provided and retain the shipping receipt or tracking information. Please wait for confirmation that the returned item has been received before assuming the exchange is complete.

Step 4: Replacement Dispatch

For an approved voluntary exchange, I aim to arrange shipment of the replacement within 1–3 business days after receiving and inspecting the returned item, subject to replacement availability.

If the requested replacement is unavailable, I will contact you to discuss the available options.

Statutory repair and replacement remedies will be completed within the applicable timeframe and without charging costs that I am required to bear. Please refer to my Shipping Policy for general transit estimates.

7. Refund Processing and Order Cancellations

Refunds are generally issued to the original payment method. For payments made by Visa or Mastercard, the refund will be processed through the original payment channel to the corresponding card account.

7.1 Order Cancellations Before Shipment

If I confirm that an order can be canceled before shipment, I will initiate the refund within 1–3 business days after confirming the cancellation.

If an order has entered fulfillment, has been packed, or has already been handed over to the carrier, cancellation may no longer be operationally possible. In that case, I will explain the available options based on the shipment status and any applicable statutory withdrawal rights.

If I cannot ship an order within the promised or otherwise applicable timeframe, I will provide the notice, cancellation option, and refund required under applicable law. A voluntary processing target does not replace any mandatory refund deadline.

7.2 Voluntary Return Refunds

For an approved voluntary return, I will initiate the refund within 1–3 business days after both of the following have occurred:

The returned goods have been received at the designated return location.
The applicable inspection has been completed.

This is the period for initiating the refund, not a guarantee that the funds will appear in your bank or card account within the same period.

7.3 Statutory Withdrawal Refunds

For a qualifying statutory withdrawal, I will reimburse the applicable amounts within 14 days after receiving your withdrawal notification, subject to any lawful right to withhold reimbursement until the returned goods or evidence of dispatch has been received.

The voluntary 1–3 business-day refund initiation target does not replace the statutory reimbursement deadline.

7.4 Product Defect Refunds and Other Remedies

For eligible defective or nonconforming goods, I will provide the remedy required under the applicable consumer protection requirements. Where a refund is legally due, I will process it within the applicable deadline.

7.5 When Funds Become Available

After I initiate a refund, the time required for funds to appear in your account depends on your bank, card issuer, or payment provider.

If the refund does not appear within the timeframe indicated by your payment provider, please contact me with your order number and relevant transaction details so I can help review its status.

8. Return Shipping Costs and Bulky Furniture

The party responsible for return shipping depends on the reason for the return, the applicable statutory rights, the product's shipping characteristics, and the return terms disclosed before purchase.

8.1 Voluntary Returns for Personal Preference

For voluntary returns or exchanges based on personal preference, a change of mind, or suitability concerns unrelated to a defect or fulfillment error, you are responsible for the direct return shipping cost, provided this allocation is permitted by applicable law and was disclosed before purchase.

For furniture that cannot ordinarily be returned by standard mail, the applicable estimated return cost or reasonable calculation method must be disclosed before the purchase contract is concluded wherever required.

The product page or other pre-contract information should identify the applicable bulky-item return estimate, the conditions under which it applies, and the method used to calculate it.

8.2 Returns Due to Damage, Defects, or Fulfillment Errors

If a return is required because an item arrives damaged, has a confirmed material quality issue, differs materially from the product description, or does not match the order, I will review the circumstances and cover reasonable return transportation costs where the issue is attributable to the item or fulfillment and I am responsible for the remedy.

For statutory repair or replacement of defective or nonconforming goods, I will bear the costs that the applicable consumer protection requirements require me to bear.

8.3 Bulky Furniture That Cannot Be Returned by Standard Mail

For furniture and other bulky goods that cannot ordinarily be returned by standard mail, the following estimates are provided as an illustrative pre-purchase disclosure framework. The amounts below are examples only and must be replaced with verified estimates based on my actual return logistics before publication.

Furniture category    Illustrative estimated return shipping cost    Conditions
Small furniture or compact boxed items    $25–$60    Standard parcel or compact freight service where accepted
Medium-sized furniture    $60–$150    Oversized parcel or freight service, depending on packed dimensions
Large furniture    $150–$300    Freight collection for larger or heavier packages
Extra-large or multi-package furniture    $250–$450 or more    Special freight arrangements, multiple packages, or nonstandard collection

These ranges are not carrier quotes or guaranteed rates. They must not be presented as verified ivorialune prices unless supported by actual shipping data. Before publishing this policy, I will replace them with estimates that reflect the products sold, their packed dimensions and weight, the applicable pickup locations, the designated return location, and the available return services.

Where a more accurate cost can reasonably be calculated in advance, I will display the applicable estimate for the relevant item before checkout. Where the cost cannot reasonably be calculated in advance, I will provide a reasonable maximum estimate where required and explain the basis of the calculation.

The estimate will be based on the following information:

The item's packed length, width, height, and shipping weight.
The customer's shipping ZIP code or the applicable collection location.
The designated return destination.
The return service required, such as oversized parcel delivery, freight collection, or multi-package transport.
Any known mandatory collection or handling charges included in the estimate.

Where the final charge may vary because of a change in shipment details or service requirements, I will explain the applicable conditions. I will not rely solely on a promise to disclose the first return shipping estimate after a return has been requested.

8.4 Pre-Purchase Bulky-Item Return Cost Disclosure

For applicable furniture listings, the relevant product page or pre-contract information should display a notice in the following format, with the bracketed fields replaced by verified information before the listing is published:

Bulky Item Return Shipping Cost

This item typically cannot be returned via standard mail. If you choose to return the item due to a change of mind—and are responsible for return shipping costs under the applicable policy—the estimated direct return shipping cost from [applicable postal code or region of origin] to the [designated return location] is [verified amount or reasonable estimate].

This estimate is based on the item’s dimensions and weight (once packaged) and the specified type of return service. Please note that the actual cost may vary if the dimensions, weight, pickup location, or required services at the time of the actual return differ from these assumptions.

For a confirmed defective, damaged, or incorrectly supplied item for which I am responsible for the return transportation cost, you will not be charged the return shipping costs that I am required to bear.

The applicable estimate and conditions will be displayed before you complete your purchase wherever required. The amount and calculation basis will be updated if the relevant product or return logistics change.

9. Return Condition, Inspection, and Customer Responsibilities

Please provide accurate order information and current contact details so I can identify your purchase and communicate with you about the return.

For voluntary returns and exchanges, follow the return instructions provided and use packaging suitable for protecting the item during transportation. For furniture, retaining the original packaging where practical may help reduce the risk of transit damage.

If a returned item arrives in a condition materially different from the condition described in the request, I will consider the inspection findings and available evidence before determining the appropriate outcome. Any decision will take account of the reason for the return and the consumer rights applicable to the purchase.

For statutory withdrawals, any legally permitted reduction in reimbursement because of diminished value will be assessed in accordance with the applicable requirements. I will not impose an automatic deduction merely because an item has been opened or reasonably inspected.

Nothing in this policy is intended to exclude or reduce any mandatory withdrawal, conformity, repair, replacement, refund, or other consumer right applicable to your order.

10. Complaint Handling and Response Times

I aim to acknowledge and respond to customer complaints within 1–3 business days after receiving the relevant information.

For product damage, missing items, delivery disputes, return requests, exchange requests, and refund inquiries, I will review the available details and communicate the next steps.

Where applicable law establishes a specific deadline for responding to a complaint, completing a repair or replacement, or issuing a refund, that mandatory deadline will apply. My 1–3 business-day response target does not extend or replace any statutory deadline.

For purchases covered by EU consumer conformity requirements, I will handle qualifying claims in accordance with the applicable conformity period and remedy requirements, including the minimum two-year legal guarantee generally applicable to new goods, subject to applicable national law.

If additional information is needed to investigate a complaint, I may ask you to provide it. This request will not be used to restrict a consumer right that can be exercised without such evidence.

Claim Processing Timeframe

I will process the claim (including remedying the defect) and notify the consumer of the outcome within 30 days of the date the claim is submitted, unless a longer timeframe has been agreed upon with the consumer. Failure to process the claim and notify the consumer of the outcome within this period may result in consequences under applicable consumer protection laws, including the consumer's right to demand a reasonable price reduction or to rescind the contract, provided the relevant conditions are met.

11. Contact Information

For questions about returns, exchanges, cancellations, statutory withdrawals, product quality concerns, or refunds, please contact me using the details below.

Address: 1200 Holden Ave #155, Orlando, FL 32839, United States

Phone: +1 (407) 628-9143

Email: team@ivorialune.com

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding observed holidays.

I aim to acknowledge and respond to complaints within 1–3 business days. When contacting me about an existing order, please include your order number and the email address or phone number associated with your purchase.

You may submit a return request, cancellation request, or statutory withdrawal notice by email. A statutory withdrawal notice does not require a particular form, provided it clearly communicates your decision to withdraw.

12. Sample Statutory Withdrawal Form

You may use the following form to communicate a withdrawal where a statutory right applies. Completing this form is optional; a clear written statement sent by email is also acceptable.

To: ivorialune

Email: team@ivorialune.com

Subject: Notice of Withdrawal

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number: [insert order number]

Goods ordered: [insert product name or description]

Date ordered: [insert date]

Date received: [insert date, if applicable]

Customer name: [insert full name]

Customer address: [insert address]

Email address: [insert email address]

Date of notice: [insert date]

Customer signature: [required only if submitting this form on paper]

Please send the completed form to team@ivorialune.com or use another clear written communication to notify me of your decision to withdraw.