Return & Refund Policy
Welcome to Grescarynne. We are committed to providing a clear and reasonable shopping and after-sales experience for our furniture customers. This policy applies to living room furniture and bedroom furniture purchased through grescarynne.com and shipped within the United States. It explains order cancellations, return requests, refund eligibility, return labels, shipping costs, and refund processing procedures.
This policy should be read together with applicable laws. If this policy conflicts with any mandatory rights that consumers are legally entitled to, applicable law will prevail. Nothing in this policy limits any statutory rights to withdraw, return items, obtain refunds, or exercise other legal remedies.
1. Order Cancellations
1.1 Before Shipment
If your order has not yet shipped, you may contact customer support by email or phone to request cancellation.
Once the cancellation is confirmed, we will issue a full refund for the order to your original payment method.
Please submit your cancellation request as early as possible. If your order has entered the warehouse processing or shipping process, we may no longer be able to cancel it directly.
1.2 After Shipment
Once an order has shipped, it generally cannot be canceled directly.
If you no longer wish to keep an item after it has shipped, you may request withdrawal, a return, or a refund in accordance with applicable law and this policy.
Please note that order cancellation and product returns are separate processes. A shipped order is not automatically considered canceled simply because a cancellation request has been submitted. The applicable handling process will depend on the order status and relevant requirements.
2. Return Window and Eligibility
2.1 Standard After-Sales Return Window
For requests handled under our standard after-sales return process, customers may generally submit a return and refund request within 40 days of receiving the item.
Submitting a request does not guarantee approval. For requests that do not fall within the scope of a statutory right of withdrawal and require eligibility to be assessed under our standard after-sales policy, we will assist based on the order status, item condition, reason for the request, and applicable eligibility requirements.
2.2 The Difference Between the 14-Day Statutory Right of Withdrawal and Standard After-Sales Returns
Important: A statutory right of withdrawal and our standard after-sales return process are two different procedures.
For consumers who are legally entitled to a 14-day right of withdrawal, where that right applies:
Consumers are not required to provide a reason for withdrawing.
Consumers must not be required to wait for the seller's review or approval before exercising that statutory right.
Withdrawal deadlines, notification methods, refund requirements, return methods, and responsibility for return shipping costs will be governed by applicable law.
The standard after-sales review process, 40-day return window, and related fee rules in this policy must not be used to restrict any statutory right of withdrawal to which a consumer is entitled.
For standard after-sales requests that do not fall within the scope of a statutory right of withdrawal but meet the other return conditions in this policy, customers may provide their order number and a description of the relevant circumstances. We will assist based on the order status and applicable eligibility requirements.
Important clarification: There is no uniform federal 14-day no-reason return right in the United States that applies to all online furniture orders. Whether a statutory right of withdrawal exists and the specific conditions under which it applies depend on applicable law and the circumstances of the transaction. Therefore, the 14-day withdrawal provisions in this policy apply only to consumers who are legally entitled to that right. They do not mean that all U.S. consumers automatically have a uniform 14-day no-reason return right.
2.3 Common Reasons for Return Requests
Subject to applicable eligibility requirements, customers may request a return or refund for reasons including:
The item has a quality issue or manufacturing defect.
The item was damaged during shipping.
The item received does not match the order.
The item qualifies for another standard after-sales return condition under this policy.
Other return, withdrawal, or refund circumstances provided for under applicable law.
2.4 Item Condition and Return Requirements
To help us process standard after-sales return requests accurately, please make reasonable efforts to meet the following conditions:
Reasonable inspection: Furniture may be unpacked and inspected within reasonable limits to check its dimensions, appearance, accessories, and condition. Normal unpacking for reasonable inspection does not automatically make an item ineligible for return.
Retain accessories: Please keep the included hardware, instructions, accessories, and other components whenever possible.
Proper packaging: If an item needs to be returned, please use the original packaging whenever possible. If the original packaging is damaged or unavailable, contact customer support to confirm an alternative packaging method.
Proof of purchase: For standard after-sales return requests, please provide your order number or other reasonable proof of purchase so that we can verify the order information.
For items damaged by the customer, showing signs of use beyond reasonable inspection, missing components, or otherwise failing to meet the applicable return conditions, we may decline a standard after-sales return or reasonably adjust the refund amount based on the circumstances and applicable law.
These conditions do not restrict any statutory rights to which consumers are entitled.
3. Circumstances That May Affect Standard After-Sales Refund Eligibility
To the extent permitted by applicable law, the following circumstances may affect the handling of a standard after-sales return or refund request:
The standard after-sales return request is submitted after the applicable deadline, and no other statutory right or exception applies.
The item has been damaged due to improper use, incorrect operation, unauthorized modification, or other circumstances attributable to the customer.
The item shows significant signs of use or damage beyond what would reasonably result from inspection.
Important components are missing, materially affecting the item's condition or completeness.
The item actually returned does not match the item for which the return was requested.
We will assess each case individually and may contact the customer for additional information or photographs when necessary.
We will not transfer responsibility to the customer merely because an item has an original defect, was damaged during shipping, or involves circumstances for which we are legally responsible.
This section does not exclude or restrict any statutory rights to withdrawal, returns, refunds, or other legal remedies.
4. No Exchanges
We currently do not offer direct product exchanges.
Different furniture items may vary in inventory availability, dimensions, styles, and shipping arrangements, so we cannot guarantee that a direct exchange will always be feasible.
If you would prefer a different style, size, or product, you may request a return for a refund if the original item qualifies under the applicable return conditions. Once the refund has been completed, you may place a new order for the product you prefer.
If you receive a damaged item, an item with a quality issue, or an incorrect item, please contact customer support first.
We will assess the circumstances and provide a reasonable solution. Customers will not be required to immediately purchase another item while the reported issue remains unresolved.
Nothing in this section limits any statutory rights to withdrawal, returns, refunds, or other legal remedies.
5. Refund Eligibility and Handling Principles
Refunds will be handled based on the order status, reason for return, item condition, and applicable law.
5.1 Orders Successfully Canceled Before Shipment
For orders successfully canceled before shipment, we will refund the full amount paid for the order.
The refund will be returned to the original payment method. The actual posting time depends on the processing procedures of the relevant bank, card issuer, or payment service provider.
5.2 Approved Standard After-Sales Returns
For requests that meet the standard after-sales return conditions and complete the necessary verification, we will process the refund after receiving and inspecting the returned item, in accordance with this policy and applicable law.
If the condition of the returned item materially differs from the circumstances described in the original request, we will assess whether a refund adjustment is warranted based on the specific facts. Where applicable, we will explain the reason for the adjustment and how the amount was calculated.
5.3 Damaged, Defective, or Incorrect Items
If your item arrives damaged during shipping, has a qualifying quality issue, or does not match your order, please contact customer support promptly and provide your order number and relevant photographs.
Depending on the circumstances and applicable law, we may offer one of the following solutions:
A full refund.
A partial refund where appropriate and legally permitted.
Another reasonable resolution.
The appropriate solution will depend on the nature of the product issue, the available evidence, and applicable law.
A partial refund is not the default resolution for all damaged items. Where a refund or another legal remedy is required, we will handle the matter according to the circumstances and applicable law.
5.4 Customer-Requested Returns
For standard after-sales return requests unrelated to product quality issues, shipping damage, or incorrect items, customers must meet the applicable conditions in this policy.
Where the relevant costs are clearly disclosed in advance and permitted by applicable law, customers may be responsible for reasonable return shipping costs.
We will not impose a fixed restocking fee, fixed return fee, or other undisclosed deduction without a valid basis.
5.5 Refunds When a Statutory Right of Withdrawal Applies
For consumers who are legally entitled to a statutory right of withdrawal, refund eligibility, refund amounts, refund deadlines, return shipping costs, and other related matters will be handled in accordance with applicable law.
The standard after-sales review process, 40-day return window, and fee rules must not be used to restrict a statutory right of withdrawal.
6. How to Request a Return or Refund
For standard after-sales return requests, we recommend following the steps below. For requests involving a statutory right of withdrawal, this process must not serve as an additional prerequisite for exercising that right.
Step 1: Contact Customer Support
Please email us at:
support@grescarynne.com
For standard after-sales return requests, we recommend providing the following information:
Your order number.
A description of the relevant circumstances.
Details of the item involved in the return or refund request.
If the item is damaged, defective, or incorrect, clear photographs of the item, packaging, or other relevant evidence, where available.
For requests involving a statutory right of withdrawal, customers must not be required to provide a reason for withdrawing. We will handle the relevant notice in accordance with applicable law.
Step 2: Determine the Applicable Process
For standard after-sales return requests, we will assist based on the order status, item condition, and applicable eligibility requirements.
If necessary, we may contact you for additional information to determine the appropriate standard after-sales handling process.
For requests within the scope of a statutory right of withdrawal, we will not make the exercise of that right conditional on providing a reason or waiting for the seller's approval.
Step 3: Confirm the Return Arrangements
For items confirmed as eligible for return through the standard after-sales process, we will provide the applicable return instructions, including:
The designated return address.
An electronic return label and instructions for use.
Packaging and return shipping requirements.
Return shipping arrangements.
Responsibility for return shipping costs.
Customers should return the item according to the confirmed instructions.
For consumers who are legally entitled to a statutory right of withdrawal, the return address, notification method, and return requirements will be handled in accordance with applicable law. The standard after-sales approval process must not unreasonably delay the exercise of that statutory right.
Step 4: Return the Item and Complete Inspection
For items approved for return through the standard after-sales process, please package the item securely according to the instructions provided by customer support and use the confirmed return shipping method.
Please retain the return receipt and any available tracking information.
After receiving the returned item, we will verify its condition, the completeness of its components, and the relevant information in accordance with the applicable return conditions.
If the returned item materially differs from the condition described in the original request, we will assess the circumstances and applicable law and explain the relevant reasons where appropriate.
Step 5: Process the Refund
For eligible standard after-sales returns, we will initiate the refund within 1–3 business days after receiving and inspecting the returned item.
For orders successfully canceled before shipment, we will initiate a full refund after the cancellation is confirmed.
For requests involving a statutory right of withdrawal, refund processing must comply with applicable law. The timing of the standard after-sales process must not extend any legally required refund deadline.
Refunds will generally be returned to the original payment method used for the purchase. The actual posting time depends on the processing procedures of the relevant bank, card issuer, or payment service provider.
7. Return Labels and Return Shipping Methods
For items approved for return through the standard after-sales process, we will provide an electronic return label and relevant return instructions based on the confirmed operational arrangements.
The return label process is as follows:
Complete the applicable return authorization process.
Receive the electronic return label and return instructions.
Download and print the electronic label.
Attach the label securely to the return package according to the instructions.
Ship the item according to the confirmed return arrangements.
Because furniture is often bulky and heavy, please package and ship the item according to the requirements for the specific product and the carrier's instructions.
7.1 Product Quality Issues, Shipping Damage, or Incorrect Items
For eligible returns resulting from product quality issues, damage during shipping, or incorrect items, we will cover reasonable return shipping costs, including the return label cost where applicable.
The specific return arrangements will be confirmed based on the item and the actual shipping method.
7.2 Customer-Requested Returns
For standard after-sales returns unrelated to product quality issues, shipping damage, or incorrect items, customers may be responsible for reasonable return shipping costs.
If such costs apply, we will clearly disclose the applicable costs or the basis for calculating them before the customer proceeds with the return and ensure that the arrangement complies with applicable law.
7.3 When Return Shipping Arrangements Cannot Be Confirmed
If the return label, return address, or specific shipping arrangements for an item have not yet been confirmed, we will explain the available options before proceeding.
While the return arrangements remain unconfirmed, customers are not required to independently arrange or pay for unconfirmed return shipping costs.
For consumers who are legally entitled to a statutory right of withdrawal, return shipping arrangements and related costs will be determined in accordance with applicable law.
8. Return Shipping Costs and Deductions
Responsibility for return shipping costs depends on the reason for the return, the actual shipping arrangements, and applicable law.
Product quality issues, shipping damage, or incorrect items: We will cover reasonable return shipping costs for eligible returns.
Customer-requested returns: Customers may be responsible for reasonable return shipping costs if the applicable costs or calculation basis are clearly disclosed in advance and the arrangement is permitted by applicable law.
Customer-caused damage or missing components: If these circumstances affect refund eligibility, we will assess the situation and explain the reason and calculation basis for any refund adjustment where applicable.
Shipping damage beyond the customer's control or original product defects: We will not transfer responsibility for such issues to the customer when we are legally responsible for them merely because the item needs to be returned.
We do not impose an automatically applicable fixed return fee or fixed restocking fee under this policy.
If a refund adjustment is necessary, we will explain the reason for the deduction, the applicable conditions, and the calculation basis according to the specific circumstances, ensuring that the deduction complies with applicable law.
For consumers who are legally entitled to a statutory right of withdrawal, return shipping costs and refund amounts will be handled in accordance with applicable law rather than automatically applying the standard after-sales return fee rules.
9. Refund Processing and Actual Posting Time
The time when we initiate a refund and the time when the funds actually appear in your account are two separate stages.
9.1 Refund Initiation
Standard after-sales returns: For eligible returns, we will initiate the refund within 1–3 business days after receiving and inspecting the returned item.
Order cancellations before shipment: We will initiate a full refund after the cancellation is confirmed.
Statutory right of withdrawal: When a statutory right of withdrawal applies, refund initiation and completion will follow the requirements of applicable law.
9.2 Refund Method
Refunds will be returned to the original payment method used for the purchase.
We cannot guarantee that refunds can be redirected to another card, bank account, or payment method at the customer's request.
9.3 Actual Posting Time
After we initiate a refund, the bank, credit card issuer, or other payment service provider may require additional processing time before the funds appear in your account.
The actual posting time depends on the processing policies and procedures of the relevant financial institution or payment service provider. Therefore, we cannot guarantee a specific posting date that applies to every transaction.
If you have questions about a refund that has already been initiated, you may contact us to check its processing status on our end. For information about the payment provider's posting progress, you may also contact the relevant bank, card issuer, or payment service provider.
10. Contact Us
If you have questions about order cancellations, return requests, statutory rights of withdrawal, or refunds, please contact us using the information below.
Email: support@grescarynne.com
Phone: +81 75 381 6247
Address: 1988-08-08, 102 Shimo-Toba Shironokoshicho, Fushimi-ku, Kyoto, Kyoto Prefecture, Japan
Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (America/New-York).
We will do our best to help resolve your after-sales concerns and provide a reasonable solution in accordance with this policy and applicable law.