Refund policy

1. Overview

We sell furniture shipped from Japan to customers in the United States. This policy explains cancellations, returns, delivery damage, refusals, and refunds. Your non-waivable rights under applicable law remain in effect.

2. Return window and authorization

For eligible, non-custom items, contact us within 30 calendar days after delivery to request a return. Include your order number, reason, photographs when relevant, and the condition of the item. We will provide return instructions and an authorization before you ship anything. This 30-day voluntary window does not limit rights for defective, damaged, misdescribed, or undelivered goods under applicable law. Unapproved shipments may be difficult to identify or process; we will not unreasonably reject a legally valid claim solely for lack of authorization.

3. Change-of-mind returns

For voluntary returns, merchandise must be unused, unassembled where reasonably possible, and in resalable condition with accessories and protective packaging. Reasonable inspection does not by itself invalidate a return. Customer-paid international return freight to Japan, packaging, and any applicable, disclosed nonrefundable service charges may apply to voluntary returns, subject to law. We do not impose an undisclosed flat restocking fee. We will explain estimated charges before a return is arranged; deductions will reflect actual, documented costs where lawful.

4. Custom and made-to-order furniture

Furniture personalized or manufactured to customer-selected nonstandard specifications is not eligible for a change-of-mind return when that restriction was clearly disclosed before purchase. Merely selecting a standard catalog color or size does not automatically make an item custom. Defective, damaged, materially misdescribed, or otherwise legally nonconforming custom goods remain eligible for applicable remedies.

5. Damage, defects, and inspection

Inspect the outer packaging upon delivery and, if safe, photograph visible damage before unpacking. We ask that you report obvious damage, missing parts, or delivery discrepancies within 48 hours of receipt to help preserve carrier evidence. This is a requested reporting period, not an absolute deadline or waiver of statutory rights. Retain packaging until we advise you. We may request photos, measurements, a description, or a reasonable inspection. Where we are responsible, we will provide a lawful remedy such as replacement parts, repair, replacement, or refund without charging the customer for our error.

6. Refused or failed delivery

Please do not refuse delivery solely because you changed your mind without first contacting us. If a customer unjustifiably refuses an otherwise conforming delivery, repeatedly misses an agreed delivery appointment, or supplies an incorrect address, the customer may be responsible for reasonable, actually incurred and documented redelivery, storage, return-to-Japan freight, or nonrecoverable handling costs, only where disclosed and legally permitted. We will not deduct charges arising from our mistake, a defective item, or a lawful cancellation. If the carrier returns or disposes of a shipment, we will investigate and provide an itemized accounting before any permitted deduction.

7. Return destination and cross-border costs

The return destination is our Japan shipping address: 396-4 Takashima-machi, Nagaoka-shi, Niigata 940-1139, Japan. Large furniture return freight from the United States to Japan can be substantial and may exceed ordinary domestic delivery charges. Contact us before booking a carrier; freight quotations depend on packaged dimensions, weight, route, and service. For a merchant-caused return or other situation requiring a no-cost remedy, we will arrange or cover reasonable return transportation as required by law.

8. Duties and taxes

Orders are shipped on a Delivered Duty Paid (DDP) basis. We are responsible for ordinary import duties and applicable import-clearance taxes covered by the DDP arrangement. Customers should not pay a carrier an unexpected customs invoice without contacting us. If a customer voluntarily returns a conforming item, any legally recoverable, documented reverse-logistics charges will be explained, but ordinary import duties promised as included in the original purchase will not be retroactively imposed on the customer.

9. Lost shipments

If tracking shows a parcel lost, or delivery cannot be substantiated, contact us. We will investigate with the carrier and provide the refund or replacement required by applicable law. Any carrier insurance limit or freight contract liability cap governs our recovery from that carrier, not an automatic cap on your consumer remedies.

10. Refund processing

After an eligible return is received and inspected, or after a refund becomes due without return, we generally initiate refunds to the original payment method within 3–7 business days; mandatory legal deadlines control if sooner. Financial institutions may require approximately 5–15 additional business days to post a credit. For cancellations due to our inability to ship on time, we follow the FTC Mail, Internet, or Telephone Order Merchandise Rule, including prompt refunds where required. We will explain any lawful deductions and provide a refund confirmation.

11. Cancellations and disputes

Contact us as soon as possible to cancel. Orders not yet shipped may be canceled subject to applicable law; if production of a properly disclosed custom order has started, legally permissible, clearly disclosed actual nonrecoverable costs may apply. We will not impose cancellation penalties inconsistent with federal or state law. Please contact us to resolve an issue; nothing here restricts your right to contact your card issuer, regulator, or court.

12. Contact

Email: decorio@homalixo.com Telephone: +81 7092337850 Business and return address: 396-4 Takashima-machi, Nagaoka-shi, Niigata 940-1139, Japan Website: www.homalixo.com