Rules for proper communication and conduct in transactions

Rules for Proper Communication and Conduct in Transactions

1. Purpose and Scope

These rules define clear and verifiable communication criteria during the purchase, payment, delivery, support, withdrawal, return, and refund of furniture sold by Wolvaro. They apply, according to their respective roles, to Wolvaro, the consumer, support staff, and those involved in delivery. They do not limit the consumer's right to voice criticism, dispute a charge, report a defect, request a remedy, or contact competent authorities.

A disagreement, even if firm or repeated when the issue is unresolved, does not in itself constitute improper conduct. The measures provided below concern behaviors that are objectively harmful to safety, personal dignity, the integrity of evidence, or the proper conduct of the transaction.

2. Principles of Mutual Communication

Wolvaro and the consumer shall communicate in an understandable, case-relevant manner that respects the individuals involved. Relevant information—order number, affected item, essential history, request made, and available documents—must be presented without intentional alteration. Each party shall avoid personal accusations not supported by facts and distinguish, as much as possible, between observed circumstances and their own assessments.

Wolvaro commits to not exerting undue pressure, not using discriminatory or intimidating expressions, and not making the review of a legitimate request conditional upon the withdrawal of a review or dispute. The consumer is invited to maintain the same standard toward staff, couriers, and any personnel present at the delivery location.

3. Channels, Hours, and Traceability

Requests can be sent to openassist@wolvaro.com or communicated at +1 325 710 3093. Support is active Monday through Friday, from 9:30 AM to 5:30 PM. This channel is closed on Saturdays, Sundays, and public holidays. Messages received outside these hours will be handled during the next business period.

For address changes, payment disputes, returns, damages, missing parts, or agreements affecting the order, the written form allows for a proper reconstruction of the case. If a matter is discussed by phone, Wolvaro may summarize its essential elements in writing. The consumer must promptly report any inaccuracies in the summary.

4. Necessary Information and Data Not to Transmit

To identify the case, you may be asked for the order number, the name associated with the purchase, the email address used, and a detailed description of the problem. For large furniture deliveries, a functional phone number, the complete address, and specific access information (such as stairs, elevator, gateway, or building restrictions) may be necessary, but only to the extent useful for executing the delivery.

You must not send passwords, one-time codes, account credentials, PINs, card security codes, or full images of payment instruments. If you need to document a charge, unnecessary data must be redacted. Identity documents or particularly sensitive data should not be transmitted spontaneously; any verification must be motivated and limited to strictly necessary information.

5. Accuracy of Statements and Evidence

Parties shall maintain the integrity of photographs, messages, receipts, labels, and other elements used to reconstruct the facts. Counterfeited evidence, images presented as referring to a different item, intentional and critical omissions, false identities, or artificial duplication of the same request aimed at obtaining multiple refunds are not permitted.

The presence of incomplete or contradictory information does not authorize an automatic conclusion of fraud. Wolvaro may ask for proportionate clarifications and suspend only the operation in question for the time necessary for verification, communicating the reason for doing so. A refusal must be based on documentable elements and not on generic assessments of the consumer's tone.

6. Reports Regarding Damage, Defects, and Missing Parts

For furniture, panels, hardware, and wall components, photographs of the outer packaging, the shipping label, internal protections, the damaged area, and the piece as a whole are useful. Images must be sufficient to link the damage to the order, without showing people, domestic environments, or unrelated goods when not necessary.

The consumer is invited to report visible damage at the time of delivery and to make a specific reservation when the courier allows it. A defect not immediately recognizable may be communicated after opening. Failure to photograph the package or the absence of a reservation does not, in itself, result in the loss of rightful remedies; Wolvaro may still evaluate all available elements. Packaging and parts involved should be kept until operational instructions are received, without unreasonable storage obligations.

7. Conduct During Delivery

The address, the name on the doorbell, and the contact number must be correct and updated before shipment. The consumer shall ensure, as far as is within their control, safe access and space sufficient for the dimensions of the parcels. The courier must be able to perform their work without threats, intentional obstacles, or requests outside the scope of the assigned service.

Delivery does not automatically include transport to upper floors, opening of packages, assembly, wall mounting, or removal of packaging. No staff member should be induced to perform tasks not confirmed in the order. If a conflict arises on-site, the parties must stop the operation when it is unsafe to continue, note the reason, and forward the report to Wolvaro; the disagreement must not be resolved through physical contact or the detention of people or personal belongings.

8. Payments and Security Checks

Payment must be made using the tools provided during checkout. Wolvaro does not ask for the transfer of credentials or authentication codes. In the presence of concrete indicators of unauthorized use, significant inconsistencies, or overlapping disputes, the processing of the order or the refund in question may be temporarily suspended for proportionate verification.

The consumer shall cooperate in clarifying unrecognized payments and inform Wolvaro if they have already requested a chargeback from their payment provider. A bank dispute cannot be used to simultaneously obtain the same amount through a direct refund. Verification does not authorize Wolvaro to withhold sums that are due, nor to arbitrarily cancel regular orders.

9. Behaviors Incompatible with Safe Dialogue

Credible threats of violence, incitement to hatred, discriminatory insults, sexual harassment, publication or threats to publish private data, impersonation, unauthorized access, intentional sending of harmful content, or systematic overloading of channels with identical messages lacking new elements are not permitted. Soliciting staff or the consumer to falsify documents, statements, dates, or delivery circumstances is not permitted.

Dissent, a negative evaluation, the request to speak with a manager, the use of emotional language without threats, the opening of a complaint, or the exercise of a right related to the purchase do not fall into these categories.

10. Intervention in Case of Inappropriate Conduct

Except in cases of immediate danger, Wolvaro will point out the specific behavior and ask for it to cease. If it continues, Wolvaro may consolidate messages into a single file, limit communications to email, or end a call. The measure must be proportionate, limited to the risk, and reviewed once the behavior ceases.

Even when phone contact is limited, a written channel remains available for ongoing orders, complaints, returns, refunds, and mandatory requests. A limitation on communication cannot be used as an economic sanction, does not eliminate the warranty or the right of withdrawal, and does not justify the failure to fulfill already accrued obligations. In the event of a concrete threat to safety or a possible offense, relevant information may be preserved and transmitted to competent authorities to the necessary extent.

11. Orders, shipping, and notified costs

Orders are typically processed within 1–3 business days. Delivery is expected within 5–11 business days via USPS, DHL Express, UPS, or FedEx. Timelines start from the order confirmation and may require cooperation for appointments, access, or address corrections.

For orders of €214.99 or more, shipping costs are €0.00; for orders under €214.99, they are €14.99. The prices shown include taxes. Aside from any shipping fees that may be due, Wolvaro does not apply any additional costs not disclosed before the conclusion of the order. Any discrepancy between the displayed amount and the charged amount must be reported with proof, with unnecessary financial details redacted.

12. Withdrawal, return, and refund

The consumer may request a return without providing a reason within 30 days, in compliance with the conditions applicable to the item and the provided return instructions. The request must identify the order and the affected items. For bulky furniture, the consumer and Wolvaro must agree on pickup or delivery methods compatible with weight, dimensions, and safety, avoiding non-trackable self-arranged shipping.

Once the refund is approved and issued, the standard processing time for credit is 3–5 business days, which may vary depending on the payment provider. Communication reviews cannot delay a due refund. Any dispute regarding the condition of the goods must be justified separately and assessed based on their actual state, the handling necessary to examine them, and available evidence.

13. Complaints handling

To avoid fragmented responses, Wolvaro may associate communications regarding the same matter with a single order or case number. Review follows an orderly process: request identification, collection of only relevant elements, information comparison, outcome communication, and indication of the planned action. If clarification is needed, the request must specify what is missing and why it is useful.

The consumer may contest the outcome by presenting new elements or requesting a review. Wolvaro maintains a neutral position regarding reviews, external reports, or legal initiatives undertaken by the consumer. No provision in these rules prevents the parties from resorting to competent bodies or the judicial authority.

14. Confidentiality of communications

Messages, case logs, images, and contact information are used to manage the transaction, prevent abuse, and document decisions. Wolvaro limits access to personnel and suppliers who need it operationally. Parties must not publish personal data of staff, consumers, recipients, or couriers. Non-relevant documentation must be deleted or redacted; necessary documentation is stored only for the time required to handle the case and meet applicable obligations.

15. Contacts

Wolvaro

E-mail: openassist@wolvaro.com

Phone: +1 325 710 3093

Address: 10802 KINGSPOINT RD APT 403, HOUSTON, TX 77075

Support hours: Monday to Friday, 09:30–17:30. Customer service is closed on Saturdays, Sundays, and public holidays.