Return & Refund Policy

At esmirnoa, we want you to feel confident when shopping with us. This policy explains your statutory consumer rights and our voluntary return and refund policy. Our voluntary return policy does not limit or replace any rights you may have under applicable law.

1. Statutory Withdrawal Rights

Where applicable law provides a statutory right to withdraw from a purchase without giving a reason, you may exercise that right within 14 days from the date you receive your order.

To exercise your statutory withdrawal right, please contact us by email within the applicable 14-day period. You do not need to provide a reason for exercising this right.

After we receive your valid withdrawal notice, we will process the refund within 14 days.

The refund will include:

• The purchase price of the returned product; and
• The least expensive standard delivery charge paid for the original shipment, where required by applicable law.

Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed or required by applicable law.

Where applicable law permits us to withhold the refund until the product is returned or you provide evidence that it has been returned, the refund may be processed after the returned product or such evidence has been received.

Return Shipping Under Statutory Withdrawal Rights

Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning a product when exercising a statutory withdrawal right.

For large or bulky furniture, return shipping costs can be substantially higher than standard parcel shipping. The estimated return shipping cost for large furniture is up to the original delivery charge paid for the order, unless a different amount is required by applicable law.

We will provide the applicable return instructions and, where appropriate, information regarding the available return method before the product is returned.

Statutory withdrawal rights apply independently of our voluntary return conditions. Our commercial return requirements do not restrict or exclude any mandatory statutory rights.

2. Statutory Product Rights and Legal Remedies

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

Where applicable law provides a two-year statutory conformity or legal guarantee period, consumers may have rights relating to products that do not conform to the applicable legal requirements.

Depending on the nature of the issue and applicable law, available remedies may include:

• Free repair;
• Free replacement;
• A price reduction;
• Refund or termination of the purchase contract; or
• Other legal remedies available under applicable law.

These statutory rights are separate from and take priority over our voluntary commercial return policy where applicable law requires.

A product defect or lack of conformity that results from misuse, improper installation, unauthorized modification, improper storage, or other customer-caused damage may not be covered by applicable statutory protections.

3. Voluntary Returns

In addition to any statutory rights described above, we accept eligible voluntary returns within 14 days of the date you receive your order.

Our voluntary return policy is intended for customers who wish to return an eligible product for personal preference or other reasons not covered by a statutory remedy.

To qualify for a voluntary return:

• The return request must be submitted within the applicable 14-day period.
• The product should be in a condition suitable for return.
• Please keep the original packaging, accessories, instructions, and other items included with the product whenever possible.
• The product must not have additional damage caused by improper use, installation, modification, storage, handling, or other customer-related actions.

These conditions apply only to voluntary returns and do not limit any statutory consumer rights.

We understand that furniture may need to be unpacked, handled, and reasonably inspected before a return is requested. We will consider the circumstances of each return and will not impose unnecessary or unreasonable conditions.

4. Exchanges

We do not offer direct exchanges.

Inventory availability and order processing may vary, and we cannot guarantee that the same or a replacement item will be available.

If you want a different product, you may return the original product if eligible and place a new order separately.

This voluntary exchange policy does not affect any statutory right to repair, replacement, refund, or other remedy.

5. Order Cancellation

Orders That Have Not Shipped

If your order has not yet shipped, you may contact us to request cancellation.

If the cancellation is successfully processed before the order enters the shipping process, you will receive a full refund to your original payment method.

Please contact us as soon as possible because an order may no longer be cancellable once it has entered the shipping process.

Orders That Have Shipped

Once an order has shipped, it generally cannot be canceled directly. You may instead exercise any applicable statutory withdrawal right or request a voluntary return in accordance with this policy.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible.

Please provide:

• Your order number;
• A description of the issue; and
• Clear photos or other relevant information that may help us evaluate the issue.

After receiving your complaint, we will provide a response or appropriate next-step information within 14 days.

If the issue is covered by an applicable statutory right or legal remedy, your rights will be handled in accordance with applicable law.

Where a return is required because the product is defective, damaged during shipping, or incorrectly supplied by us, we will be responsible for the applicable return shipping costs.

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

7. How to Request a Return or Refund

Step 1 — Contact Us

Please contact us primarily by email to request a return, refund, cancellation, or other remedy.

Please include:

• Order number;
• Customer name;
• Reason for the request, where applicable;
• Relevant product details; and
• Clear photos or other relevant evidence if the product is damaged, defective, or incorrect.

Step 2 — Review

We will review your request and determine the applicable return instructions or remedy based on the circumstances and applicable law.

Step 3 — Return Instructions

If the product must be returned, we will provide the applicable return instructions and, where appropriate, an electronic return label.

Step 4 — Return the Product

Please return the product using the method and return address provided in our instructions.

If we provide an electronic return label, you are responsible for downloading, printing, and attaching the label as instructed.

Step 5 — Refund

For an approved voluntary return, once the returned product has been received and verified, the refund will be initiated within 1–3 business days.

Where a statutory refund deadline applies, we will comply with that deadline regardless of the voluntary return procedure described above.

8. Return Shipping Costs

For voluntary returns due to personal preference or other customer-related reasons, the customer may be responsible for the applicable return shipping costs.

For returns resulting from a defective, damaged, or incorrect product, we will be responsible for the applicable return shipping costs.

For statutory withdrawal returns, return shipping costs will be allocated in accordance with applicable law. Unless applicable law requires us to pay these costs, the customer is responsible for the direct cost of returning the product.

For large or bulky furniture, the reasonable estimated return shipping cost is up to the original delivery charge paid for the order, unless otherwise required by applicable law.

We will provide return instructions and any available shipping information before the return is completed.

9. Refund Processing

For eligible voluntary returns, we will initiate the refund within 1–3 business days after receiving and verifying the returned product, unless a return is not required.

Refunds will be issued to the original payment method used for the purchase.

For orders canceled before shipment, we will issue a full refund to the original payment method.

For damaged, defective, incorrect, or other special cases, the amount and form of the remedy will depend on the circumstances and applicable law.

Where applicable law requires a full refund, we will not substitute a partial refund or store credit unless permitted by law and agreed by the customer.

10. Refund Timing

Our internal refund processing time is generally 1–3 business days after the applicable refund becomes due and the required return verification has been completed.

After we initiate the refund, the time required for the funds to appear in your account depends on your bank, credit card issuer, payment provider, or other financial institution.

We do not control processing times imposed by third-party financial institutions.

Where applicable law requires a refund within a specific period, the statutory deadline will apply.

11. Consumer Complaints

If you have a complaint concerning a product, order, return, refund, or service, please contact us by email.

After receiving a consumer complaint, we will provide a response or appropriate next-step information within 14 days.

Nothing in this complaint procedure limits any statutory consumer rights or legal remedies available to you.

12. Privacy and International Data Transfers

When you contact us regarding an order, return, refund, complaint, or other customer service matter, we may process the information necessary to handle your request.

Where personal information is transferred outside your country or region, including transfers to the United States, we will apply appropriate safeguards and security measures as required by applicable data protection law.

The United States is a country to which personal information may be transferred or received in connection with our business and customer service operations.

Appropriate safeguards may include contractual protections, access controls, technical and organizational security measures, and other safeguards required by applicable law.

13. Contact Us

If you have questions about a return, refund, cancellation, complaint, or statutory consumer rights, please contact us:

Email: info@esmirnoa.com
Phone: +1 (541) 746-9023
Address: 11894 Chinquapin Dr, Crescent Lake, OR 97733, USA
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM