Quality Assurance

NITORI provides a 1-year warranty for items including interior items and self-assembly furniture, and a 5-year warranty for items such as tables, sofas, beds and other furniture.

Details of NITORI Quality Assurance

When a NITORI product fails or does not perform as expected despite being used in compliance with the user’s manual during the warranty period, we will repair it for free of charge, or replace it, whichever we deem appropriate.

Products covered by the warranty

All products sold by NITORI are covered by the warranty with the exception of the following:
- Personal hygiene products (Toilet products).
- Consumables including felt pads, cleaning products, light bulbs and batteries.
- Made-to-order products.

Warranty period

The warranty period starts from the date of delivery and lasts for the specified period. The specified period is indicated in the warranty period section of the product details or, if an extended warranty is added, on the relevant proof or warranty certificate. Products without a specified warranty period are covered by a one-year warranty.

Not covered by warranty

Any damages caused by commercial use is not covered by the warranty.
(Products on the Corporate Sales Business catalogs are covered by separate warranty.)
Consumable products(e.g. light　bulbs, batteries, cleaning products, candles, aroma oil and caster wheels) are not covered by the warranty.
See the Terms of Warranty for details.

Definition of the delivery date

The delivery date is the day stated in the delivery description. If the delivery date changes, please make a note of it on the delivery description. When you ask to change the delivery date, NITORI will confirm the new date.
The delivery date of small interior products and other products purchased in our stores is the date of the sale indicated on your cash register receipt.

Terms of Warranty

1. If a product breaks of malfunctions during the warranty period, we will repair it free of charge or replace it at our discretion if it has been used in accordance with the instructions. When you make a purchase, please contact NITORI Customers Service or the store where you made your purchase.
   Regarding the 5-Year Warranty for Large Home Appliances, after the manufacturer's (Nitori) warranty period (one year) from the date of delivery ends, the repair cost limit will be set to the purchase price of the product. If the repair cost exceeds this amount, the product will be replaced with an equivalent item up to 100% of the purchase price, and the warranty will be terminated.
2. In the following cases, we will charge for repairs, even during the warranty period:
   • a. Malfunction or damage caused by transporting, moving or dropping the product after its delivery.
   • b. Malfunction or damage caused by failure to comply with precautionary items in the user’s manual, or by using the product in a way that exceeds its specifications.
   • c. Malfunction or damage caused by repair work or modification by any company other than NITORI.
   • d. Malfunction or damage caused by using for business. (Products on the Corporate Sales Business catalogs are covered by separate warranty)
   • e. Malfunction or damage caused by earthquake, fire, lightning, abnormal voltage, wind or water damage, salt damage, and or any other natural disasters.
   • f. Failure to show the warranty certificate, and unable to confirm warranty period.
   • g. The sinking of cushioning materials such as sofas and mattresses.
   • h. Scratch of outer leather(fabric), hydrolysis and surface hardening of synthetic leather, color change and cracks of genuine leather, fading due to sunlight, etc.
   • i. Wear, scratches, dirt, fading, etc. caused by daily use.
   • j. Consumable products (e.g. light bulbs, batteries, cleaning products, candles, aroma oil and caster wheels)
   • k. Defective parts specified of outlet products.
   • l. Other exceptions stipulated by NITORI.
3. In addition to the previous section, the following cases are excluded from the 5-Year Warranty for Large Home Appliances (paid repairs):
   • a. Parts excluded from the 5-Year Warranty for Large Home Appliances (paid repairs):
     Ⅰ. Parts listed as accessories or consumables in the warranty certificate or instruction manual.
     Ⅱ. Failures and damages occurring to peripheral devices or accessories other than the main product.
     Ⅲ. The main excluded accessories and consumables are as follows:

     Product	Main Excluded Parts
     Television	Connection cords, antenna cables, panels with burn-in or dead pixels, installation equipment (wall mounts, stands, etc.)
     Refrigerator	Filters, gaskets, water tanks, cases, shelves, trays, boxes
     Washing Machine	Filters, nets, strainers, external hoses (external water supply/drainage, hot water intake, etc.), detergent containers
     Air Conditioner	Filters, refrigerant gas, installation materials, additional parts (air cut valves, drainage units, etc.)

   • b. Work and costs excluded from the 5-Year Warranty for Large Home Appliances (paid repairs):
     Ⅰ. Setup, connection of external devices, high-altitude work, and other tasks related to the installation or relocation of equipment.
     Ⅱ. Various cleaning services, removal of foreign objects, overhauls, and instruction on usage.
     Ⅲ. Cancellation fees for repairs not performed, inspection and diagnostic fees, and travel expenses if the malfunction cannot be confirmed.
     Ⅳ. The main excluded tasks not listed above are as follows:

     Product	Main Excluded Tasks
     Television	Channel presetting, version upgrades
     Refrigerator	Defrosting
     Washing Machine	Filter clogs, drain clogs, water inlet valve clogs, drain cock clogs, cleaning of the drying filter
     Air Conditioner	Gas charging, drain clogs, installation work, filter cleaning

4. Parts controlled or moved by electricity such as controllers, heaters, lights, codes and PCB/PWB are under warranty for one year.
   Howevery, electric functional parts of power reclining sofas and electric beds equal to the warrant period of the product itself.
5. We may use replacement parts with a different external appearance when repairing or exchanging a product.
6. We may ask the customer to pay for transportation and associated costs.
7. The warranty is valid only in Japan.
8. Unless otherwise specified, the warranty is valid only when the product has been used within the household.
9. For products with a manufacturer-issued warranty, the warranty period will be the longer of either the manufacturer's warranty period or the warranty period specified in this warranty certificate, the product details, or the extended warranty proof.

• Note：Calls from mobile phones are charged at the rate of ¥10 per 20 seconds.
• Note：The numbers above are not available from certain PHS or IP phones.

Quality Control and Safety Assurance