Return & Exchange Policy
At Serauca Lenova, we aim to make returns and refunds clear and straightforward. This policy applies to purchases of indoor furniture delivered within the United States and is subject to applicable consumer protection laws.
1. Order Cancellations
You may request to cancel an order before shipment by emailing service@seraucalenova.com with your order number. We will make reasonable efforts to stop orders that are still being processed.
Confirmed cancellations before shipment qualify for a full refund, including applicable shipping charges. Once an order has shipped, please contact us to discuss available options.
2. Returns and 14-Day Withdrawal
For eligible standard returns, you may request a return within 30 days of delivery.
Where a statutory 14-day withdrawal right applies, you may withdraw within the applicable 14-day period without giving a reason, subject to the governing law. Contact us by email with a clear withdrawal notice.
For eligible statutory withdrawals, we will refund the payments required by applicable law, including the cost of the least expensive standard delivery option originally offered. Additional charges for premium delivery may be excluded where permitted by law.
We will process statutory withdrawal refunds within 14 days of receiving your withdrawal notice, subject to any legally permitted conditions concerning receipt of the goods or proof of return shipment.
The 14-day withdrawal right does not apply universally to every US furniture purchase. Where applicable law provides different rights or deadlines, those requirements take precedence.
3. Return Conditions and Shipping Costs
For standard change-of-mind returns, items should generally be unused, in good condition, and returned with their original components and accessories where available. Reasonable inspection or assembly does not automatically disqualify a return.
Customers are responsible for reasonable, disclosed return shipping costs for eligible personal-preference returns, where permitted by law. We do not charge arbitrary restocking or processing fees.
For damaged, defective, or incorrectly supplied items, we will cover reasonable return transportation costs when a return is necessary. We will assess each case individually and provide an appropriate refund or other remedy as required by applicable law.
Please obtain return instructions before shipping furniture. We will provide the appropriate return destination and transportation arrangements.
4. Damaged, Defective, or Incorrect Items
Please email service@seraucalenova.com as soon as reasonably possible with your order number, a description of the issue, and relevant photos where available.
Depending on the circumstances and applicable law, remedies may include repair, replacement, a full or partial refund, or another appropriate resolution.
Two-Year Liability Period
Where applicable law establishes a two-year statutory liability or conformity period, we will honor the applicable rights and remedies throughout that period. This statement does not limit any longer protection or other rights provided by applicable law.
The two-year period is not represented as a universal statutory guarantee for every purchase in the United States.
5. Refund Processing
For eligible standard returns requiring inspection, we will initiate the refund within 1–3 business days after receiving and inspecting the returned item.
For canceled orders, we will initiate the full refund promptly after cancellation is confirmed.
For statutory withdrawals, we will comply with the applicable refund deadline, including the 14-day deadline described above where applicable.
Refunds are generally issued to the original payment method. After initiation, banks and payment providers may require approximately 5–10 business days to post the funds. This is an estimate, not a guarantee.
6. Complaints and Resolution
If you have a complaint about an order, product, return, or refund, please email service@seraucalenova.com with your order number and a description of the issue.
We aim to acknowledge and respond to complaints within 14 calendar days of receipt. We will generally complete our investigation and notify you of the outcome within 30 calendar days. If additional time is reasonably necessary, we will inform you of the delay and expected next steps.
These are our customer service commitments and do not extend or replace any shorter deadline imposed by applicable law.
7. Exchanges
We do not currently offer direct exchanges. If you prefer a different item, you may request a return under the applicable policy and place a new order once the return is resolved.
You will not be required to purchase a replacement item to obtain a refund or other remedy to which you are legally entitled.
8. Contact Us
Email: service@seraucalenova.com
Phone: +81 3-6824-7199
Mailing Address:
1-2-19-202, Nishi-sugamo, Toshima Ward, Tokyo 170-0001, Japan
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM
Our Japanese mailing address is for correspondence only and is not necessarily the furniture return destination. Please obtain the correct return address and shipping instructions from customer service before sending furniture.
Nothing in this policy excludes or restricts consumer rights that cannot legally be excluded or restricted.