Return and Exchange Policy

1. Return Period and Eligibility

At aubmarenodoro (hereinafter referred to as “I”), I aim to make returns, exchanges, refunds, and product-related complaints straightforward and transparent. This policy explains the options available when an item arrives damaged, differs from the order, has a quality issue, or no longer meets your expectations.

I offer a voluntary 45-day return and exchange program. The 45-day period begins on the date the order is delivered. You may submit a return or exchange request within this period for eligible items, including requests based on personal preference.

Eligible requests may include:

Items delivered with visible scratches, dents, breakage, or other significant damage.
Products with functional or quality issues that materially affect their intended use.
Products with a substantial difference from the description, advertised color, material, or other important product characteristics.
Items that differ from the product, quantity, or specifications confirmed in the order.
Items you wish to return or exchange for personal reasons within the voluntary 45-day period.

For voluntary returns based on personal preference, items should generally be unused, in resalable condition, and returned with their original packaging, accessories, and included parts where reasonably available. Any condition requirements will be applied consistently with the information provided before purchase and applicable consumer protection requirements.

These voluntary program conditions do not restrict applicable statutory rights concerning defective, damaged, misdescribed, or otherwise nonconforming goods.

2. Statutory Withdrawal Rights and the 14-Day Return Deadline

A statutory 14-day withdrawal right applies only where required by the consumer protection rules governing the relevant transaction. Where this right applies, you may withdraw from the purchase within 14 days after receiving the goods without providing a reason.

To exercise an applicable statutory withdrawal right, send me a clear statement of your decision by email to team@aubmarenodoro.com or contact me by telephone at +1 (510) 684-9273. Please include your order number and sufficient information to identify the purchase.

After notifying me of your withdrawal, you must send the goods back without undue delay and no later than 14 days after the date you communicated your decision. The return deadline is met if you dispatch the goods before the 14-day period expires.

Where the statutory withdrawal rules apply, I will reimburse the payments covered by the withdrawal, including the cost of the least expensive standard delivery option originally offered, within the applicable 14-day period after receiving your withdrawal notice. Where permitted, I may withhold reimbursement until I receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be made using the original payment method unless you expressly agree otherwise. No reimbursement fee will be charged.

Where permitted by the applicable rules, you may be responsible for the direct cost of returning goods if you were informed of this responsibility before purchase. For furniture that cannot reasonably be returned by ordinary mail, the applicable return transportation cost or a reasonable estimate must be disclosed before the purchase agreement is concluded.

This section does not create a universal statutory withdrawal right for every U.S. order. It applies where the relevant transaction is covered by such a right. My voluntary 45-day program remains separate from any statutory withdrawal entitlement.

3. Product Quality and the Two-Year Responsibility Period

I aim to provide products that match their descriptions and are suitable for their represented purposes. If a product arrives damaged, defective, materially misdescribed, or otherwise fails to meet the purchase agreement, contact me so I can review the issue.

For transactions covered by applicable consumer protection requirements, I will provide the remedies required by those requirements. Depending on the circumstances, available remedies may include repair, replacement, a price adjustment, or a refund.

For orders to which a two-year statutory conformity or guarantee period applies, I will honor the applicable rights during that period, calculated according to the relevant rules. This may include a two-year period beginning on delivery. Certain jurisdictions may provide longer periods or different rules for particular claims.

For U.S. orders not subject to a statutory two-year conformity period, the two-year period stated here is a voluntary customer service commitment to review reported product quality issues. It is not a representation that every U.S. purchase is covered by an identical two-year statutory warranty, and it does not replace any applicable express warranty, implied warranty, or other non-waivable rights.

For a qualifying product issue, I will assess the appropriate remedy based on the nature of the defect, the product, the available evidence, and the applicable requirements. Where the applicable rules require a remedy at no additional cost, I will cover the necessary costs, including appropriate return transportation and replacement delivery.

If a repair or replacement is unavailable, unsuccessful, unreasonably delayed, or otherwise insufficient under the applicable requirements, I will review whether a price reduction, cancellation of the purchase, or refund is appropriate.

The voluntary 45-day return period does not limit any applicable statutory rights relating to defective or nonconforming products.

4. How to Request a Voluntary Return

For a voluntary return that is not being processed as a statutory withdrawal, please follow these steps.

Step 1: Contact Me

Email: team@aubmarenodoro.com

Phone: +1 (510) 684-9273

Please provide your order number, available proof of purchase, the reason for the return, and photographs or videos where relevant. For damaged items, quality concerns, significant color discrepancies, or incorrect deliveries, supporting images can help me assess the request.

Supporting documents are not a prerequisite for communicating a valid statutory withdrawal.

Step 2: Review and Return Instructions

I will acknowledge or respond to most complaints and return inquiries within 1–3 business days. Where a complaint requires investigation, I will provide a substantive response or status update within 14 calendar days of receipt, explaining the outcome or the additional steps required.

If the voluntary return is accepted, I will provide the applicable return instructions and designated return address. Please do not send furniture to an address different from the one confirmed for your return.

Step 3: Send the Item Back

Use the return instructions provided for your order. Retain the shipping receipt and tracking details until the return is completed.

For ordinary parcel returns, use packaging suitable for the item's dimensions and condition. For large furniture requiring freight transportation, arrange the return according to the approved collection or freight instructions.

A prepaid return label is not automatically included in every return. However, I will cover the necessary return transportation costs for qualifying defective, damaged, or incorrectly supplied goods where required by applicable consumer protection requirements.

Step 4: Inspection and Refund Initiation

After receiving the returned item, I will inspect its condition and compare it with the reason stated for the voluntary return.

For an approved voluntary return, I will initiate the refund within 1–3 business days after the returned item has been received, inspected, and confirmed as eligible.

The 1–3-business-day period refers to the initiation of the refund by me, not the time required for the funds to appear in your account. Any mandatory statutory refund deadline takes precedence over this voluntary processing schedule.

5. How to Request an Exchange

Exchange requests are handled according to the product's condition, the nature of the issue, and replacement availability.

Step 1: Submit Your Request

Email: team@aubmarenodoro.com

Phone: +1 (510) 684-9273

Include your order number, proof of purchase where available, the reason for the exchange, and supporting photographs or videos where appropriate.

Step 2: Receive Instructions

I will review the request and generally respond within 1–3 business days. If further investigation is necessary, I will provide a substantive response or status update within 14 calendar days.

If the exchange is accepted, I will provide the designated return address and instructions.

Step 3: Return the Original Item

Send the item using the approved return instructions and keep the shipping receipt and tracking information.

Unless I confirm another arrangement in writing, the replacement will generally be dispatched after the original item has been received and inspected. This procedure does not delay a remedy that must be provided sooner under applicable consumer protection requirements.

Step 4: Replacement Dispatch

For an approved exchange, I will arrange dispatch of the replacement within 1–3 business days after the return inspection is completed and the exchange is confirmed, subject to product availability.

If the requested replacement is unavailable, I will contact you to discuss a suitable alternative or refund, taking into account any applicable statutory rights.

For qualifying defective, damaged, or incorrectly supplied goods, I will cover the necessary return and replacement shipping costs where required. Estimated delivery times for replacement shipments are described in my Shipping Policy.

6. Return Shipping Costs and Large Furniture Estimates

Return shipping costs depend on the item's dimensions, weight, packaging, collection requirements, transportation route, and the carrier or freight service required.

Before you complete a purchase, the applicable return transportation charge or a reasonable estimate for furniture that cannot reasonably be returned by ordinary mail must be made available for the relevant item. The estimate should be displayed on the product page or in other clearly accessible purchase information before the order is submitted.

The following table provides proposed planning estimates for return transportation. These ranges must be verified against actual carrier or freight quotations before publication and must be replaced or adjusted where the actual costs for the products offered differ materially.

Furniture return category    Estimated return transportation cost per item    Applicable conditions
Small furniture suitable for ordinary parcel service    $25–$60    Compact items accepted by a parcel carrier, with dimensions and weight within its limits
Medium furniture requiring oversized parcel service or special handling    $60–$150    Items exceeding standard parcel dimensions or requiring additional handling
Large furniture requiring freight collection    $150–$400    Bulky items requiring scheduled pickup, freight transportation, or a suitable collection service
Oversized or heavy furniture requiring specialized freight    $400–$800    Extra-large, heavy, difficult-to-handle items or shipments requiring specialized equipment or arrangements

These estimates are per item and are not flat fees that automatically apply to every product in a category. The actual applicable estimate must be determined from the item's packed dimensions, shipping weight, collection requirements, and the relevant transportation route.

6.1 How the Estimate Is Calculated

For an item that cannot reasonably be returned by ordinary mail, the estimated return transportation cost will be calculated using the following method:

Estimated return cost = applicable collection charge + freight or transportation charge + required handling charges + necessary packaging or special-service charges.

The estimate must be based on a reasonable rate for the item's actual or expected packed dimensions, weight, collection location, return destination, and required service. Any included components and assumptions should be identified so that the estimate is understandable before purchase.

If a product requires a specialized freight quotation, I will obtain or calculate the applicable estimate before the customer completes the purchase. I will not rely solely on a general statement that the cost will be determined after the item is returned.

6.2 Conditions for Applying Return Transportation Costs

For voluntary returns based solely on personal preference, the customer is responsible for the applicable return transportation costs where permitted and where this responsibility was disclosed before purchase.

The estimate shown for the relevant item applies only to the stated product category and shipping conditions. If the product's dimensions, weight, collection requirements, or return route materially change the cost, the purchase information must explain the relevant calculation method and assumptions before the customer commits to the order.

For qualifying defective, damaged, nonconforming, or incorrectly supplied goods, I will bear the necessary return transportation costs where required by applicable consumer protection requirements. The voluntary return estimates above will not be used to charge customers for a remedy that must be provided at no additional cost.

Where a statutory withdrawal right applies, return transportation costs will be allocated according to the applicable rules and the disclosures provided before purchase.

7. Refund Method and Processing Deadlines

Approved refunds will generally be returned to the original payment method. For purchases made using Visa or Mastercard, the refund will be submitted to the original card account.

The following processing deadlines apply:

7.1 Voluntary Returns

For an approved voluntary return, I will initiate the refund within 1–3 business days after the returned item has been received, inspected, and confirmed as eligible.

7.2 Order Cancellations Before Shipment

For a cancellation accepted before shipment, I will initiate the refund within 1–3 business days after the cancellation is confirmed.

If an order cannot be shipped within the promised period, I will handle any required delay notice, cancellation option, and refund in accordance with applicable requirements. Any mandatory prompt-refund deadline takes precedence over the voluntary processing schedule above.

7.3 Statutory Withdrawals

Where a statutory withdrawal right applies, I will reimburse the covered payments within the applicable statutory deadline, generally within 14 days after receiving the withdrawal notice, subject to any permitted right to withhold reimbursement until the returned goods or evidence of dispatch has been received.

7.4 Product Defects and Other Statutory Remedies

For defective, damaged, or nonconforming goods, I will process the applicable remedy within the period required by the rules governing the purchase. The voluntary 1–3-business-day refund initiation period does not replace any mandatory deadline.

7.5 Payment Provider Processing

After I initiate a refund, the time required for the funds to appear in your account depends on your card issuer, bank, or payment provider. The actual posting time may differ from the date on which I submit the refund.

If the expected posting period has passed and the funds have not appeared, contact me with your order number and available refund details so I can review the transaction.

8. Order Cancellation

If you need to cancel an order, contact me as soon as possible by email at team@aubmarenodoro.com or by telephone at +1 (510) 684-9273.

I will check the order status and confirm whether cancellation can be accommodated. Where cancellation is accepted before shipment, I will initiate the refund within 1–3 business days after the cancellation is confirmed.

Once an order has entered fulfillment, has been packed for dispatch, or has already been handed over to the carrier, cancellation may no longer be operationally possible. If the order has already shipped, contact me to discuss the available return or other applicable options.

If I cannot ship an order within the promised period, I will provide the notices and cancellation options required by applicable rules. Where the applicable shipping rules require a refund because the order cannot be shipped on time and the customer does not consent to a permitted delay, I will issue the required prompt refund rather than rely on the ordinary 1–3-business-day voluntary schedule.

This section does not limit applicable statutory withdrawal rights or other mandatory consumer remedies.

9. Return Conditions and Customer Assistance

Please provide accurate order information and valid contact details so I can identify your purchase and communicate with you throughout the process.

For voluntary returns and exchanges, follow the approved return instructions and package the item appropriately. If the item's condition differs substantially from the reason stated in the request, I will review the available evidence and the applicable return conditions before deciding the outcome.

If a return shipment is delayed, lost, or damaged in transit, contact me promptly and provide the available tracking information. I will review the circumstances and explain the available next steps.

Any condition concerning packaging, product use, return shipping, inspection, or proof of purchase will be applied consistently with applicable consumer protection requirements. Nothing in this policy excludes or limits rights that cannot lawfully be waived.

10. Complaints and Response Deadlines

You may contact me regarding product quality, damaged deliveries, incorrect items, returns, exchanges, cancellations, or refunds.

I aim to acknowledge or respond to complaints within 1–3 business days after receipt. For complaints requiring further investigation, I will provide a substantive response or a status update within 14 calendar days after receipt, explaining the findings, any outstanding investigation, and the next steps.

The 14-day response period is my stated customer service commitment and does not replace a shorter mandatory deadline that may apply to a particular claim. Where applicable consumer protection requirements prescribe a different deadline or remedy, I will follow those requirements.

To help me investigate efficiently, please include your order number, a description of the issue, and any relevant photographs, videos, payment records, or shipping documents. I will review the information and explain the available options.

Claim Processing Timeframe

I will process the claim (including remedying the defect) and notify the consumer of the outcome within 30 days of the date the claim is submitted, unless a longer timeframe has been agreed upon with the consumer. Failure to process the claim and notify the consumer of the outcome within this period may result in consequences under applicable consumer protection laws, including the consumer's right to demand a reasonable price reduction or to rescind the contract, provided the relevant conditions are met.

11. Standard Withdrawal Form

If you wish to notify us that you have changed your mind about a purchase, you may use the form below. You are not required to use this form if you choose to provide notification through another clear statement, such as an email.

To: aubmarenodoro

Email: team@aubmarenodoro.com

I hereby give notice that I wish to exercise my right of withdrawal regarding the purchase of the following item(s):

Order Number: ____________________

Item(s): ____________________

Date of Order: ____________________

Date of Receipt: ____________________

Customer Name: ____________________

Customer Address: ____________________

Customer Email Address: ____________________

Date of Notification: ____________________

Customer Signature (if submitting a paper copy): ____________________

You may complete this form and send it to team@aubmarenodoro.com. Please retain a copy of your correspondence for your records.

Once you have submitted your notice of withdrawal, the item(s) must be returned within 14 days of that notice, without undue delay.

12. Contact Information

For return requests, exchanges, order cancellations, refunds, or product complaints, please contact me using the following details.

Store Name: aubmarenodoro

Address: 1092 53rd St, Emeryville, CA 94608, United States

Phone: +1 (510) 684-9273

Email: team@aubmarenodoro.com

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding applicable holidays.

Email is an accepted channel for communicating a return request, cancellation request, complaint, or withdrawal statement. When contacting me about an existing order, please include your order number so I can locate the relevant purchase details and assist you as efficiently as possible.