At Era Furniture (erafurniture.store), we take immense pride in the quality, unique artistry, and exceptional craftsmanship of our handmade solid wood furniture. Because each table is uniquely custom-built, carefully selected, and finished to order by our professional artisans, we have established a clear, transparent, and fair Return & Refund Policy for our international customers across the United States, Europe, and worldwide.
We highly value your trust and strive to ensure full compliance with international consumer protection standards while safeguarding our workshop’s unique production process. Please read the following terms and conditions thoroughly before completing your purchase.
1. Custom, Bespoke & Handmade-to-Order Items (Crucial Notice)
The vast majority of the premium furniture items available on our website are not mass-produced. They are specifically handcrafted, sized, tinted, or tailored to your individual preferences, home measurements, and aesthetic requirements.
- No Returns or Exchanges on Custom Orders: In strict accordance with international e-commerce regulations—including the European Union GDPR exception rules regarding bespoke, personalized, or custom-made goods—we cannot accept returns, exchanges, or offer refunds on any furniture items made to individual sizes, custom dimensions, specific wood tints, specialized finishes, or personalized engravings. Once production begins, these orders cannot be altered or refunded unless the item arrives with a genuine manufacturing defect or severe transit damage.
- Standard (Non-Custom) Inventory Items: For standard, non-modified inventory items that are purchased exactly as displayed on the website without any custom adjustments, you have the right to request a return within 14 days from the official date of delivery. This fully complies with US retail standards and EU/UK consumer protection laws (Right of Withdrawal).
2. Comprehensive Return Conditions (For Eligible Standard Items Only)
To qualify for a successful return and a subsequent refund on a standard, non-custom item, the goods must strictly meet the following criteria upon arrival at our warehouse:
- The furniture item must be completely unused, unassembled, free of any signs of wear, scratches, or modifications, and in the exact same pristine condition that you received it.
- The furniture must be securely packed in its original protective packaging, internal foam stabilizers, and the original structural shipping box. Heavy wooden and steel furniture is highly susceptible to damage during international transit if improperly packed. We reserve the right to deny a refund if the item is damaged on its return journey due to inadequate or careless repackaging by the customer.
- You must provide your original order number, proof of purchase, and the email address associated with the order.
- International Return Shipping Fees: The buyer is solely and entirely responsible for arranging and paying the full international freight shipping costs required to return heavy furniture items back to our production workshop in Ukraine. Initial outbound shipping fees paid at the time of purchase are strictly non-refundable.
3. International Damages, Manufacturing Defects, and Order Issues
Your complete satisfaction is our absolute priority. We fully insure all our international shipments against loss or damage during transit across the ocean. In the highly exceptional event that your table arrives damaged or possesses a legitimate manufacturing defect, we will resolve the issue swiftly at no additional cost to you:
- Inspect Immediately Upon Arrival: Before signing the delivery courier’s receipt, carefully inspect the exterior shipping packaging. If you notice severe exterior damage, punctures, structural holes, or tears in the cardboard, please take clear photos of the damaged box before unboxing the furniture and request the courier to note the damage on the delivery slip.
- Document the Defect: Carefully unbox the item. If you discover structural damage to the wood, cracked epoxy resin, or bent steel frames, take clear, high-resolution photos and videos showing the issue from multiple angles, including photos of the shipping label and the factory stamps on the packaging.
- Contact Us Within 48 Hours: You must report the damage to our dedicated support team via email at support@erafurniture.store within 48 hours of delivery. Failure to notify us within this 48-hour window invalidates our ability to file an insurance claim with the freight carrier, and we will be unable to accept the claim.
- Resolution Process: Once our quality control team reviews the photographic or video evidence, we will work directly with our insurance network to arrange the most efficient solution: shipping free replacement parts (e.g., a new leg or a structural mechanism), issuing a partial refund to cover professional local restoration, or completely remaking and shipping your table at our expense.
4. Natural Wood Characteristics (Not Eligible for Claims or Defects)
Please remember that you are purchasing 100% genuine, living solid wood (such as premium oak or ash). Each tree has its own biological history and environmental story. Therefore, natural variations in wood grain patterns, unique organic knots, subtle texture variations, small natural cracks filled with specialized protective compounds, and minor organic color shading are authentic, highly desired characteristics of handmade wooden art.
These unique, natural features make your piece one-of-a-kind and are not considered manufacturing defects, errors, or damage. Consequently, they are not eligible for complaints, returns, or refunds.
5. Secure Refund Processing
Once your returned item is safely received at our workshop and thoroughly inspected by our quality control team to verify its original condition, we will immediately send you an email notification confirming receipt and inspection status.
- If your return meets all conditions and is formally approved, your refund will be authorized and processed immediately.
- The funds will automatically be credited back to your original payment method used during checkout (Stripe, PayPal, credit card, or Western Bid) within 5 to 10 business days. Please note that exact processing times can vary depending on your banking institution’s international transaction policies.
6. Order Cancellations
Because we begin selecting, preparing, cutting, and naturally drying the specialized timber shortly after an order is formally placed, we can only accept unconditional cancellations within 24 hours of purchase.
To request a cancellation, please email us immediately at support@erafurniture.store. Any cancellation requests submitted after the 24-hour mark will be subject to a restocking and materials fee to cover the costs of timber already prepared for your custom order.
7. Need Assistance?
If you have any remaining questions regarding our international return process, packaging requirements, or custom order stipulations, please do not hesitate to contact our professional support team at any time:
- Email Support: support@erafurniture.store
- Official Website: erafurniture.store
- Address: 1, Buzkova St, Dnipro, 49115, Ukraine