Sculptural Dining Chair

At NTRZ, we want you to love your furniture. However, due to the size, weight, and specialized nature of our products, returns involve careful handling. Please read this policy carefully before purchasing.

1. Return Eligibility & Window

• You may request a return within 30 days of the delivery date (or receipt of the last item in multi-piece orders).

• Items must be in original, unused condition, with all original packaging, tags, and accessories intact. Assembled furniture may be eligible only if unassembled and repackaged properly (some items cannot be returned once assembled—check product page).

• Non-returnable / Non-refundable items include:

  • Custom, made-to-order, or personalized furniture.

  • Clearance, final sale, or "as-is" marked items.

  • Mattresses (unless required by law; some jurisdictions allow trial/exchange).

  • Gift cards, swatches, or digital products.

  • Items damaged due to customer misuse, improper assembly, or after delivery acceptance.

2. Reasons for Return

• Change of mind: Accepted within the window if eligible (customer responsible for return costs).

• Damaged, defective, or wrong item: Report within 7 days of delivery with photos. We cover return shipping and offer replacement (preferred) or full refund.

• International orders: Same eligibility applies, but returns are more complex—see section 5.

3. Return Process

1. Contact our support team at enquiry.ntrz@gmail.com or via our website form within the return window. Provide your order number, photos (if damaged), and reason.

2. We will review and issue a Return Merchandise Authorization (RMA) if approved.

3. Pack the item securely in original packaging (or equivalent). We provide instructions.

4. Ship back using the method we specify (e.g., our partnered carrier for domestic; freight forwarder for international).

5. Once received and inspected (typically 5–10 business days), we process your refund or exchange.

4. Refunds

• Refunds are issued to the original payment method (minus any non-refundable fees).

• Processing time: 7–14 business days after we receive and inspect the return (longer for international due to customs).

• What is refunded:

  • Product price (full or partial).

  • Original outbound shipping (for damaged/defective returns only).

• What is NOT refunded:

  • Return shipping costs (customer pays for change-of-mind returns).

  • Original outbound shipping (unless defective/damaged/wrong item).

  • Customs duties, import taxes, or brokerage fees (non-refundable).

  • Restocking fee: 15–25% may apply for change-of-mind returns on large/bulky items (noted on product page or at approval).

5. International Returns & Special Considerations

We ship worldwide, but returns from outside [your primary country, e.g., USA/EU] are limited due to high freight costs and customs complexities.

• Return shipping: Customer is responsible for arranging and paying all return freight, customs export fees, and re-import duties (if applicable). We do not offer prepaid labels for international returns.

• Recommended: Use a reliable freight forwarder or carrier. Provide tracking and proof of shipment.

• Alternative: For damaged/defective items, we may offer partial refund/credit instead of full return to avoid excessive costs.

• Customs note: Returned items may face duties/taxes upon re-entry—buyer responsible.

6. Exchanges

• Preferred over refunds for damaged/defective items—we'll replace with the same or comparable item (subject to availability).

• Change-of-mind exchanges follow the same process and fees as returns.

• Contact us to discuss options.

7. Damaged or Lost in Transit

• Inspect deliveries immediately upon arrival.

• Report visible damage to carrier and us within 48 hours (include photos and packaging condition).

• We file claims and resolve via replacement or refund.

8. Cancellations

• Orders can be canceled before processing/shipment—full refund.

• After processing (or shipped), standard return policy applies.

We aim for your complete satisfaction—thank you for shopping with NTRZ! This policy may be updated; always check the latest version on our site. For questions, reach us at enquiry.ntrz@gmail.com.

At NTRZ, we are committed to delivering your furniture safely and efficiently. Due to the size, weight, and nature of furniture items, shipping involves specialized handling. Please review the details below to understand our process, timelines, costs, and important considerations.

1. Order Processing Time

• Orders are typically processed within 3–7 business days after payment confirmation (excluding weekends and holidays).

• Custom, made-to-order, or backordered items may take 2–12 weeks (noted on the product page). We'll email you with an estimated ship date.

• We ship from our warehouse(s) in multiple locations.

2. Shipping Methods & Carriers

We use reliable partners for safe delivery of furniture:

• Domestic (within [your primary country, e.g., USA / EU]): White-glove delivery (curbside or in-room setup) via specialized furniture carriers [list partners like FedEx Freight, UPS Freight, regional LTL providers]).

• International / Worldwide: Sea freight (Full Container Load or Less than Container Load for larger orders) or air freight for smaller/urgent items. We partner with global forwarders [DHL Global Forwarding, Maersk, or your actual partners]) for door-to-door service where available.

• White-Glove Service: For many items, we offer optional professional delivery, assembly, and packaging removal (additional fees apply; see product page or checkout).

3. Shipping Costs & Calculation

• Shipping rates are calculated at checkout based on item(s), weight, dimensions, destination, and selected service.

• Domestic: Free on orders over (standard curbside); otherwise, flat rates or calculated (e.g., $99–$299 for large pieces).

• International: Quoted per order—often higher due to freight. Expect costs starting from [e.g., $500–$5,000+] depending on volume/distance. We provide a personalized quote during checkout or via contact for large/custom orders.

• All rates include basic packaging and standard transit insurance up to [e.g., $1,000]. Additional insurance available.

• No hidden fees at our end—displayed transparently before payment.

4. Delivery Timelines (Estimates Only)

Timelines are approximate and subject to carrier schedules, customs clearance, weather, and peak seasons:

• Domestic: 5–14 business days after processing.

• International:

  • North America / Europe: 10–30 business days.

  • Asia / Australia: 20–45 business days.

  • Rest of World: 30–60+ business days (sea freight dominant for cost efficiency).

• Air freight options can reduce to 7–21 days but cost significantly more.

• Track your order via the link/email provided after shipment.

5. International Shipping & Customs

We proudly ship worldwide to most countries (restrictions may apply—see below).

• Customs Duties, Taxes & Import Fees: These are the buyer's responsibility and not included in our shipping charges or product price. Fees vary by country (often 10–30%+ of order value) and are payable upon arrival. We recommend checking your local customs authority.

• DDP (Delivered Duty Paid) Option: Available on select orders/countries for an extra fee—we handle duties/taxes upfront for smoother delivery.

• Documentation: We provide commercial invoices, packing lists, and required export docs.

• Wooden Furniture Note: Items may require ISPM 15-compliant treatment (heat-treated pallets/marks) to meet international pest regulations—we ensure compliance.

6. Shipping Restrictions & Exclusions

• We do not ship to P.O. Boxes, APO/FPO, or certain remote/ restricted areas.

• Oversized / fragile items may require special arrangements—contact us if unsure.

• Some items (e.g., very large sectionals) ship by container only (minimum order volume may apply).

7. Order Tracking & Delivery Requirements

• You'll receive a tracking number/email once shipped.

• For white-glove deliveries: A signature may be required; someone 18+ must be present. Provide accurate access info (e.g., stairs, elevators, gate codes).

• If delivery fails due to customer error (e.g., wrong address, inaccessible location), additional fees may apply for redelivery/storage.

8. Lost, Damaged, or Delayed Shipments

• Inspect items upon arrival—report damage within [e.g., 48 hours] with photos.

• We handle claims with carriers; most issues resolved via replacement/refund.

• Delays beyond estimates happen—contact support for updates.

9. Changes & Cancellations

• Shipping address changes after processing may incur fees.

• For questions or custom quotes, email enquiry.ntrz@gmail.com or use our contact form.

We aim for a seamless experience—thank you for choosing NTRZ! Policies subject to change; check back for updates.