Refund policy

ORDER PROCESSING TIME

1–3 DAYS

ESTIMATED DELIVERY TIME

4–13 DAYS

REFUND ARRIVAL TIME

3–5 DAYS

After refund approval, subject to the payment provider's processing.

CHANGE-OF-MIND RETURN WINDOW

14 DAYS AFTER DELIVERY

01 / Return Eligibility and Return Window

We accept returns requested within 14 days of the date your order is delivered. You may request a return during this period if you change your mind, select an unsuitable item, or decide the furniture does not meet your needs.

To qualify for a standard return, the product must be in its original condition, free from damage caused by use, misuse, or improper handling. All original components, hardware, accessories, and available packaging should be included. A receipt, order confirmation, or other proof of purchase is required.

02 / Returns for Change of Mind

If your furniture is not quite right for your home, you may request a return within the stated 14-day return window.

Change-of-mind returns are accepted for eligible items that remain in their original condition. Furniture should be carefully protected when prepared for return, particularly around corners, legs, upholstery, and other delicate surfaces.

For approved change-of-mind returns, the customer is responsible for the return shipping cost. Original delivery charges are not refundable unless required by applicable law or otherwise confirmed by our customer service team.

03 / How to Request a Return

To begin a return, contact our customer service team using the contact information provided at the end of this policy.

Please include your order number, the name of the item you wish to return, and a brief explanation of the reason for your request. Photographs may be requested when they are needed to assess the condition of the furniture or resolve a product issue.

Our team will review your request and provide the applicable return instructions, including the designated return destination and any packaging requirements.

Please do not send products back without receiving return instructions. Unannounced returns may be difficult to identify and process.

04 / Furniture Return Conditions

Furniture requires particular care during handling and transportation. Returned items should be reasonably protected against scratches, stains, dents, moisture, and other avoidable damage.

Please include all parts supplied with the original order, such as cushions, shelves, legs, fittings, assembly hardware, and instruction materials, where applicable.

Items showing damage caused by improper assembly, unauthorized modification, misuse, or excessive wear may not qualify for a standard change-of-mind return.

These conditions do not limit your rights when an item is defective, incorrectly described, or otherwise fails to meet applicable legal requirements.

05 / Damaged, Defective, or Incorrect Items

We take care in preparing orders, but occasional shipping damage or packing errors can occur. If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us so we can investigate and resolve the issue.

Please provide your order number, a description of the issue, and clear photographs of the affected product, relevant packaging, or missing components where possible.

Depending on the circumstances, an appropriate solution may include replacement parts, repair, a replacement product, or a refund.

Where a return is necessary because of our error or a verified product defect, firtrimco will cover the reasonable return shipping cost. Your statutory rights remain unaffected.

06 / Exchange Policy

We understand that furniture preferences may change after an order arrives. If you would prefer a different eligible item, size, color, or style, please contact our customer service team to discuss the available options.

Exchanges are subject to product availability and the condition of the original item. If a direct exchange cannot be arranged, we may recommend returning the eligible product and placing a separate order for the preferred item.

Any price difference or applicable shipping charge will be explained before the exchange is confirmed. Where an exchange is needed because of a verified defect or our error, we will provide an appropriate remedy without charging the customer for correcting that issue.

07 / Items That May Not Qualify for Standard Returns

Certain products may be excluded from standard change-of-mind returns because of their condition or nature. These include furniture damaged through customer misuse, products altered after delivery, and items that cannot be returned in a condition suitable for inspection.

Products made to a customer's individual specifications may also be subject to special return conditions when these conditions are clearly disclosed before purchase.

We will not apply these exclusions to deny remedies required by law for defective goods, incorrect products, or other covered product issues.

08 / Return Shipping and Packaging Responsibilities

For returns made because of a change of mind, customers are responsible for arranging and paying for return shipping unless otherwise agreed.

Because furniture can be bulky or fragile, we recommend using a carrier that can safely handle the item's size, weight, and packaging requirements. A tracked shipping service is recommended so that the return can be located if a delivery issue occurs.

Return shipping costs may vary according to the product's dimensions, weight, and the carrier selected.

For verified defects, shipping damage, or incorrect items supplied by us, we will arrange or cover reasonable return transportation where a return is necessary.

09 / Return Inspection and Approval

Once a returned product reaches the designated return destination, we will inspect it to confirm its identity, condition, and compliance with the applicable return requirements.

The inspection may include checking the main furniture components, supplied accessories, visible condition, and the reason for the return.

If a return does not meet the standard return requirements, we will explain the reason and discuss the available options. Nothing in this inspection process limits any consumer protection rights provided by applicable law.

10 / Refund Processing and Payment Method

When a return is approved, we will arrange a refund to the original payment method used for the purchase, unless another method is agreed upon where legally permitted.

For eligible change-of-mind returns, the refund generally covers the amount paid for the returned product, excluding nonrefundable original delivery charges and customer-paid return shipping, subject to applicable law.

When a refund is issued because of an incorrect, defective, or damaged item, applicable shipping charges will be handled in accordance with your legal rights and the circumstances of the order.

11 / Missing or Delayed Refunds

If you have received confirmation that your refund was approved but the funds are not visible in your account, please check the original payment account and any relevant transaction records.

Payment providers and financial institutions may display refunds differently, and some transactions appear as adjustments to the original purchase rather than separate incoming payments.

If you are unable to locate the refund, contact our customer service team with your order number. We will review the transaction information available to us and assist with the next steps.

12 / Order Cancellation and Changes

If you need to cancel an order or change a product selection, delivery address, or other order details, please contact us as soon as possible.

Orders normally require 1–3 days for processing. Changes or cancellations are subject to the order's current processing and shipping status.

If your order has not entered a stage where cancellation is no longer possible, we will assist with the requested adjustment. If the product has already been shipped, the applicable return procedure may be required instead.

Approved cancellations that qualify for a refund will be refunded to the original payment method, with refund processing taking 3–5 days.

13 / Delivery Issues and Undelivered Orders

Our estimated delivery time is 4–13 days. Actual delivery may be affected by carrier operations, address accessibility, weather conditions, or other circumstances beyond our reasonable control.

If your order has not arrived as expected, please contact our customer service team with your order details. We will investigate the available tracking information and work with the relevant delivery provider to determine the appropriate resolution.

If an order is confirmed lost, cannot be delivered, or otherwise qualifies for a remedy under applicable law, we will offer an appropriate replacement or refund. We will not treat an unresolved delivery failure as a completed return or deny your applicable consumer rights.

14 / Partial Refunds and Incomplete Returns

In some circumstances, a partial refund may be considered when a customer wishes to keep an item with a minor issue rather than arrange a return or replacement.

Any partial refund must be agreed upon before it is issued. The amount will depend on the nature of the issue, the product's condition, and the resolution accepted by the customer.

For standard change-of-mind returns, missing accessories, unnecessary damage, or incomplete returned components may affect return eligibility where permitted by law.

We will explain any proposed adjustment and its reason. We will not impose deductions that conflict with applicable consumer protection laws.

15 / Consumer Rights and Fair Resolution

firtrimco is committed to handling return and refund requests fairly and consistently. This policy is intended to explain our standard store procedures and does not replace or restrict any rights available under applicable federal or state consumer protection laws.

Customers may have additional rights relating to defective merchandise, goods that do not match their description, unfulfilled orders, or other circumstances protected by law.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

We aim to resolve concerns through clear communication, reasonable investigation, and practical solutions suited to the circumstances of each order.

Store Name: firtrimco

Website: https://firtrimco.com

Email: friendlyservicevfgtuh@firtrimco.com

Phone: +81(807)853 53 24

Business Address: 1-71-3-A Shikama-ku Jonan-cho, Himeji-shi, Hyogo 672-8083, Japan

Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Response times may be longer on weekends and public holidays).