Service Policy

 

1. Introduction and Scope of Application

This document governs your access to, use of, and purchases made through our online store. By browsing our website, placing an order, or utilizing our services, you confirm that you have read, understood, and agreed to adhere to these terms. These provisions apply comprehensively to all digital interactions and commercial transactions conducted exclusively via our online platform.

2. User Accounts and Website Scope of Responsibility

When creating an account on our online store, you are responsible for maintaining the confidentiality of your login credentials, including your username and password, and for restricting access to your personal devices. You assume full accountability for all actions and transactions performed under your account. We reserve the right, at our sole discretion, to suspend or terminate accounts, remove or edit site content, or decline order fulfillment if irregular activities or non-compliance with these terms are detected. We endeavor to ensure uninterrupted website availability, yet we do not warrant that site operations will be permanently error-free or uninterrupted due to technical maintenance or network issues.

3. Product Presentation, Inventory, and Pricing Notification Rights

All items offered in our online store are displayed with detailed descriptions and images intended to represent our indoor and outdoor furniture accurately. However, variations in display screens and lighting may result in minor visual differences. We do not manufacture bespoke items; all items are catalog merchandise. We reserve the explicit right to adjust listed prices, alter stock levels, or withdraw items from sale at any time without prior individual notice. If an item becomes unavailable following order placement, we will promptly notify you and process an immediate full refund.

4. Orders and Payment

Submitting an order constitutes a formal purchase request. A contract between you and us is finalized only when we confirm your order and generate dispatch details. All payments must be settled at checkout using verified payment methods, including major payment network cards (such as Visa, MasterCard, etc.). You warrant that the payment information provided is accurate and authorized. If authorization fails or is suspected of irregular payment behavior, we reserve the right to cancel the order immediately.

5. Shipping Policy

  • Shipping Coverage: We provide shipping services exclusively to addresses situated within the United States. Deliveries to locations outside the United States are not supported.

  • Shipping Fees: Orders totaling $600.00 or more (including exactly $600.00) qualify for free standard shipping. Orders under $600.00 incur a uniform flat shipping fee of $6.99.

  • Handling Time: Order processing, quality inspection, and packaging take 1 to 3 business days.

  • Transit Time: Once dispatched, delivery transit typically ranges between 5 and 15 business days.

  • Carriers: Our shipments are primarily fulfilled via dependable logistics partners, including UPS, FedEx, and DHL.

  • Further Details: For additional parameters concerning shipping times, carrier selection, and specific conditions, please consult our dedicated Shipping Policy Page.

6. Order Cancellation

  • Cancellation Window: Orders may be canceled directly within 48 hours of placement, provided they have not yet been dispatched. Orders placed more than 48 hours prior or items that have already entered the shipping process cannot be canceled; in such cases, please wait for physical delivery and then contact us to initiate standard return and refund procedures.

  • Refund Channel: Any approved refund for a canceled order will be returned directly to the identical payment method utilized for the original purchase.

  • Processing and Crediting Timeline: Once eligible cancellation conditions are confirmed, the refund will be credited back to your bank card (Visa, MasterCard, etc.) account. Depending on your bank card issuer's internal settlement efficiency, funds are expected to arrive within 1 to 5 business days. If overdue, please contact us promptly for resolution.

  • Further Details: For comprehensive step-by-step instructions on cancellations, please refer to our Cancellation Policy Page.

7. Returns, Exchanges, and Refunds

We maintain a dual-layer return framework: a mandatory statutory withdrawal right alongside an extended voluntary commercial return and exchange program. Both frameworks operate strictly under separate and independent rules, conditions, and procedures.

Part A: Statutory 14-Day Right of Withdrawal and Conformity Guarantee

  • 14-Day Withdrawal Right: You possess the statutory entitlement to withdraw from the purchase contract within 14 calendar days from the date you (or an assigned recipient) obtain physical possession of the furniture goods, without the requirement to state any justification or provide proof of defect.

  • Reimbursement Rules: Within 14 calendar days of being informed of your decision to withdraw, we will reimburse all payments received from you, including the costs of our lowest standard delivery. Reimbursement will be executed using the same payment method used for the initial transaction, without incurring any administrative deductions. We may withhold payment until the physical goods are received back at our return facility or until you have supplied verifiable proof of return dispatch.

  • Two-Year Statutory Conformity Guarantee: All furniture items purchased through our online store are covered by a statutory two-year conformity guarantee starting from the date of physical delivery. If an item reveals a lack of inherent conformity, manufacturing defect, or structural non-compliance during this period, you are entitled to free repair or replacement. If repair or replacement is impossible or disproportionate, you may request an appropriate price reduction or contract rescission with a full refund. Our voluntary commercial provisions shall not restrict, alter, or diminish these statutory rights.

Part B: 30-Day Voluntary Commercial Return and Exchange Policy

  • Exchange Scope and Conditions (30-Day Limit): In addition to statutory protections, we provide a 30-day voluntary commercial return and exchange window effective from the date of delivery. Returned items must remain uninstalled, unassembled, and in fully resaleable condition, complete with all original hardware, instructions, protective foam, and exterior packaging.

  • Independent Separation: The 30-day commercial policy is completely independent from the statutory 14-day right of withdrawal. Operational conditions, procedural reviews, and documentation requirements apply strictly to this voluntary commercial process and must never be combined with or used to restrict statutory consumer entitlements.

  • Commercial Return Requirements: Only when processing this 30-day commercial return and exchange workflow may we request customers to provide order numbers, purchase receipts, and an explanation of the condition to help our staff assist and evaluate the request based on order status and qualifying parameters.

  • Non-Restriction Guarantee: Voluntary commercial return criteria shall under no circumstances impair or limit statutory rights.

  • Steps Required from the User (Application Steps):

    • Contact our customer support via email within 30 days of receiving your item, stating your order details and request.

    • Provide order information and condition statements as requested by our support staff.

    • Await our written return authorization along with the assigned return label instructions before shipping any merchandise back.

  • Return and Inspection Procedure: After return approval is granted, securely package the furniture in its original protective materials. Upon receipt at our facility, our technicians will inspect the product to verify that all structural components and hardware remain uninstalled and undamaged.

  • Return Shipping Costs and Labels:

    • Defective, Damaged, or Incorrect Items: If the return is due to our error, shipping damage, or product defects, we cover all return shipping costs. A prepaid return shipping label will be sent to your email for you to download and print.

    • Customer Remorse Returns: If you initiate a voluntary return or exchange due to personal preference, ordering the wrong dimensions, or no longer requiring the item, you are responsible for the actual return shipping costs.

    • Restocking Fee: We do not charge any restocking fee ($0.00 / 0%) on any eligible returns.

    • Physical Return Address: Unless otherwise specifically directed in writing by our customer department, all authorized returns must be shipped to our designated facility at:
      4331 Airport Rd, Hartford, AL 36344, United States.

  • Refund Method and Crediting Timeline: Refunds will be handled directly through the original payment processor (such as Visa, MasterCard, etc.) to the bank card account used at purchase. Once the returned item is confirmed and verified, the refund is issued to your card. Based on banking institution processing speeds, the funds are expected to reflect within 1 to 5 business days. If overdue, please contact us for immediate assistance.

  • Further Details: For in-depth instructions on returns, exchanges, packaging standards, and logistics, please consult our dedicated Return and Refund Policy Page.

8. Privacy and Data Protection

Safeguarding your personal data is a foundational duty of our operations. We process customer names, delivery addresses, telephone numbers, and email accounts in compliance with rigorous data integrity and confidentiality benchmarks. For detailed documentation on data handling, security architecture, and your individual records, please consult our Privacy and Data Protection Page.

9. Disputes and Applicable Rules

Any dispute, controversy, or claim arising out of or relating to the use of our online store, purchases, or these terms shall be interpreted, construed, and enforced in accordance with the applicable statutory standards and governing judicial principles of the State of Alabama, United States, without regard to conflicts of law provisions. Both parties agree that any formal legal actions shall be brought exclusively before the competent judicial courts situated within the State of Alabama.

10. Intellectual Property

All written content, product photographs, graphic interfaces, structural layouts, banners, button icons, software source code, and design architecture on our online store are our exclusive property and are protected under governing copyright, trademark, and proprietary property standards. Unauthorized reproduction, modification, duplication, public transmission, or exploitation of any digital assets without our prior written consent is strictly prohibited.

11. Limitation of Liability

To the maximum extent permitted under applicable governing rules, we shall not be held liable for any indirect, incidental, punitive, special, or consequential damages resulting from the use of, or inability to use, our online store or products. Under all circumstances, our maximum aggregate monetary liability toward you for any claim arising from these terms or delivered furniture shall not exceed the actual monetary amount paid by you for the specific disputed order.

12. Amendments to Terms of Service

We reserve the right to revise, update, or modify these terms at any time to reflect operational adjustments or standard updates. Any updated version becomes effective immediately upon publication on our online store. Your continued browsing or placing of orders following modifications constitutes full acknowledgment and acceptance of the revised terms.

13. Force Majeure

We shall not be liable or deemed in default for delays or failure to perform our obligations resulting from events beyond our reasonable control. Such causes include, without limitation, extreme weather anomalies, natural catastrophes, public power grid disruptions, telecommunications failures, systemic freight carrier shutdowns, maritime port delays, statutory administrative directives, or broad civil disruptions.

14. User Obligations

When accessing and interacting with our online store, you agree to:

  • Provide truthful, precise, and current personal, shipping, and payment information.

  • Refrain from any technical activities intended to compromise, overload, disrupt, or attack our server infrastructure.

  • Refrain from utilizing automated scrapers, crawlers, or extraction tools to harvest our catalog data or product imagery.

  • Use all purchased indoor and outdoor furniture exclusively for domestic, personal, and lawful living environments.

15. Safe Product Use and Assembly

Indoor and outdoor furniture pieces require correct mechanical assembly, safe structural positioning, and regular care. Customers must strictly adhere to the enclosed structural assembly manuals, weight tolerances, and anchoring instructions. We are not liable for personal injury, structural deterioration, stability collapse, or property loss caused by improper assembly, intentional overloading, unauthorized structural modifications, or failure to secure items against high winds and extreme outdoor weather.

16. Electronic Communications

When you access our online store, submit inquiries via email, or complete purchases, you communicate with us electronically. You consent to receive communications from us via electronic pathways, including emails and direct site notices. You agree that all notices, disclosures, agreements, and communications delivered electronically fulfill all formal legal criteria requiring written documentation.

17. Severability

If any individual clause or provision of these terms is ruled invalid, void, or unenforceable by an authoritative judicial body, that specific term shall be deemed severed, while all remaining provisions shall continue in full force, validity, and legal enforceability.

18. Entire Agreement

These terms, together with our linked policies regarding shipping, cancellations, returns, and privacy, represent the complete and unified agreement between you and us regarding transactions and website usage, superseding all prior oral or written representations.

19. Waiver

Our omission or delay in exercising any right, remedy, or power under these terms shall not operate as a waiver of that right, nor shall any individual or partial exercise preclude any further execution thereof.

20. Contact Information

For inquiries, assistance, or clarification regarding these terms or your purchase, please contact our support desk through the details below:

Address: 4331 Airport Rd, Hartford, AL 36344, United States
Phone: +1 (417) 755-4921
Email: solutions@gravynestel.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)