CUSTOMIZATION & APPROVALS POLICY

Effective date: January 1, 2026
Last updated: January 1, 2026

This Customization & Approvals Policy explains how GAROFANO made-to-order and customized products are specified, approved, and produced. Because our products are made specifically for each customer, this Policy is designed to ensure clarity before production begins and to minimize delays, disputes, and preventable returns.

This Policy forms part of (and is incorporated into) our Terms and Conditions.

1. Core definitions (what we mean by “customization” and “full custom”)
   A. Made-to-order (default)
   Unless we state otherwise in writing, every GAROFANO item is made-to-order, meaning we build your item after you place an order. Even when you select a standard configuration, the item is produced specifically for you.

1. Customization (standard customization options)
   “Customization” refers to selecting from the options we offer for a given product, such as:
   • Upholstery choice (fabric or leather options we provide)
   • Finish choice (wood stain/paint finishes we provide)
   • Hardware choice (where offered)
   • Configuration choices (left/right orientation, sectional modules, size option variants offered on the product page)
   • Comfort choices (where offered, e.g., cushion firmness)

Customization uses our existing product engineering and standard production processes. Lead times are generally within our standard made-to-order range, subject to material availability.

1. Full custom (bespoke / non-standard requests)
   “Full custom” refers to requests that require non-standard engineering, sourcing, or production, including but not limited to:
   • Non-standard dimensions outside published options
   • Bespoke construction changes (frame, joinery, suspension, internal structure)
   • Non-standard materials or customer-supplied materials
   • Custom finishes outside our published options
   • Significant configuration changes not supported by the product line
   • Special compliance requirements for commercial/hospitality projects (if applicable)

Full custom requires additional design/engineering review and additional lead time. Full custom orders may also require additional fees, drawings, prototypes, or material approvals.

1. Approval process overview (how an order becomes “locked”)
   GAROFANO produces items only after we have received all required approvals. Approval is the point at which specifications are considered final.

Standard made-to-order / customization approval steps
Step 1 — Specification confirmation
You confirm, in writing (email or checkout confirmation where applicable):
• Product and configuration
• Upholstery/finish selections
• Orientation (left/right) and key dimensions
• Delivery address and access considerations (stairs, elevator, turns)

Step 2 — Order acknowledgment
We issue an order acknowledgment/confirmation reflecting your final selections and pricing.

Step 3 — Final approval (lock)
Your order is considered “Approved” when you confirm the final specifications (and any applicable drawings, if provided). Once approved, production planning begins.

Full custom approval steps (additional controls)
Step 1 — Feasibility review
We assess the request for technical feasibility, safety, durability, and finish expectations.

Step 2 — Custom quote and timeline
We provide a written quote, including custom fees (if any) and an estimated lead time range.

Step 3 — Drawings/spec sheet approval (required)
For full custom, we provide drawings and/or a spec sheet. You must review and approve in writing. This approval governs what will be produced.

Step 4 — Material approvals (if applicable)
Where needed, we may require approvals of:
• Fabric/leather dye lot, strike-offs, or finish samples
• Stone slab selection (if applicable)
• Customer-supplied material suitability confirmation (if applicable)

Step 5 — Final approval (lock)
Once you approve the final spec/drawings and we receive payment, the order is locked and production begins.

1. What you are responsible for (to prevent mistakes)
   Before approval, you are responsible for verifying:
   • Measurements and fit in your space
   • Access constraints (door widths, stair turns, elevator booking)
   • Color/material expectations in your actual lighting (screen images are not definitive)
   • Orientation and configuration choices
   • Any building requirements for delivery (COI, service elevator rules, delivery windows)

We can advise, but you remain responsible for final confirmations.

1. No cancellations after approval or production start (strict rule)
   Because items are made specifically for you, ALL ORDERS BECOME NON-CANCELLABLE once:
   (a) you approve the final specifications/drawings (“Approval”), or
   (b) production begins (including materials allocation, cutting, frame fabrication, or factory scheduling),
   whichever occurs first.

After this point, cancellations are not accepted, and the order is final sale, except where required by applicable law.

1. Changes after approval (very limited)
   Requests to modify an order after approval:
   • Must be submitted in writing.
   • Are subject to our written acceptance.
   • May be refused if production has started or if the change is not technically feasible.
   • If accepted, will likely result in revised pricing, additional fees, and/or extended lead times.
2. Payments and custom fees
   • Made-to-order and customized products generally require full payment before production begins unless we agree otherwise in writing.
   • Full custom projects may require additional deposits, engineering fees, or staged payments.
   • Custom fees cover engineering time, sourcing, sampling, and administrative work and may be non-refundable once work begins.
3. Lead times (how approvals affect timing)
   Lead times typically begin when we have:
   • Received full payment, and
   • Received all required approvals (specs/drawings/material samples),
   and, for full custom, when feasibility review and any required custom engineering are complete.

Delays in customer approvals directly extend the schedule.

1. Final sale confirmation (why this exists)
   Made-to-order and customized furniture cannot be resold as new inventory without loss. For that reason, once approved/started, your order is final sale and not eligible for return due to preference, fit issues, or expectation mismatch (see our Material Variation Guide for normal characteristics of natural materials).
2. Contact and approvals channel
   To submit approvals or change requests, email: info@garofano.store
   Recommended subject lines:
   • “Approval – [Order Number]”
   • “Change Request – [Order Number]”
   • “Full Custom Inquiry – [Product / Project Name]”