These General Terms & Conditions apply to all purchases made directly from Studio Soliven. They are intended to ensure clarity, fairness, and a smooth working relationship between Studio Soliven and its clients, while also protecting both parties throughout the design, production, and delivery process.

By placing an online order, signing a quotation or rendering, approving a design or sample, or paying any amount toward an order, the client confirms that they have read, understood, and agreed to these Terms & Conditions.

1. ORDER QUALITY

All rugs, whether Atelier, Studio, Collect, or Contract, are handcrafted. As such, minor variations of approximately 1%–3% in size may occur. Colors may differ slightly from photographs, digital renderings, or physical swatches due to dye lot variations and the handmade nature of the products. These variations are considered normal and do not constitute defects.

2. SAMPLES & FEES

Clients are entitled to up to three (3) samples free of charge. Any additional samples requested beyond this allowance will be charged at PHP 2,500 per sample and billed together with the final balance.

3. LEAD TIMES

Unless an item is in stock, all rugs are made to order. Studio Soliven offers four order types, each with its own scope and estimated turnaround:

Tier	Description	Estimated Turnaround
Atelier	Fully bespoke; any carpet quality specified or chosen by client. No archival constraints.	16–24 weeks
Studio	Semi-custom from archival catalog patterns. Client may adjust colors, size, and shape freely; no new pattern development.	8–12 weeks
Collect	Curated ready-to-ship pieces from the current seasonal collection.	Subject to stock & location
Contract	Volume orders for hospitality, residential developers, and commercial spaces.	By scope, depending on quantities

Atelier — Upon Request

Renderings: 1 week upon receipt of final design and color selections
Rug Samples: 4–6 weeks upon approval of rendering and colors

Additional revision rounds on renderings or samples will extend lead times accordingly.

All timelines stated above are estimates and may vary due to production capacity, shipping conditions, customs processing, or force majeure events. Final timelines will be confirmed in the signed quotation.

Rush orders may be accommodated subject to production capacity and will incur a 20% rush fee.

4. CLIENT APPROVALS IN WRITING

All approvals relating to design, rendering, colors, samples, and specifications must be provided in writing via email, signed document, or written acknowledgment on a verified messaging platform. Production will not begin without written approval. Any changes requested after approval will result in extended lead times and possible additional costs.

5. CUSTOMS & IMPORTATION

All rugs are imported and processed through customs. Studio Soliven will manage the necessary documentation and procedures.

6. TERMS OF PAYMENT

Before proceeding with production, the following payment terms apply by order type:

Atelier Orders: 100% payment required upfront before production begins.
Studio Orders: 100% payment required upfront before production begins.
Collect (On-Stock) Pieces: Full payment required before release for delivery or pickup.
Contract Orders (Hospitality/Developer): 60% down payment upon signing; 30% due 30 days thereafter, secured by post-dated check; 10% balance settled upon delivery, via check or fund transfer on the day of delivery.

Signed approval is required prior to production: Quote, Terms & Conditions, Renderings, and Samples (as applicable to the order type).

Orders will not be delivered or installed until full payment has been received.
Payments for Atelier and Studio orders are strictly non-refundable once production has commenced.

7. CANCELLATION POLICY

Atelier, Studio & Contract Orders: Once design approval or production has begun, the order is final, non-cancellable, and non-refundable.
Collect (In-Stock) Items: Cancellation requests will be reviewed on a case-by-case basis and approved solely at Studio Soliven's discretion.

8. REFUND POLICY & GOODWILL EXCEPTIONS

Atelier and Studio orders are strictly non-refundable.

Approval provided by the client in writing shall be considered definitive and legally binding, with no entitlement to refunds.

Any refund, credit, or adjustment offered by Studio Soliven, if any, shall be made solely at Studio Soliven's discretion as a gesture of goodwill. Such goodwill arrangements:

Do not constitute an admission of liability
Do not waive any contractual rights
Do not create a precedent for future transactions

Any goodwill refund or settlement must be communicated and confirmed in writing and shall constitute full and final settlement of the matter unless expressly stated otherwise.

Refund Review Requests

Clients requesting consideration for a refund or other accommodation must submit the concern through the official and designated communication channel of Studio Soliven, together with complete supporting details and documentation relevant to the request.
Upon receipt of the request, Studio Soliven reserves the right to review, investigate, and evaluate the matter internally. Additional information, photos, site inspection, or clarification may be required before any decision is made.
Submission of a refund review request does not guarantee approval of any refund, replacement, adjustment, or compensation. Any resolution, if granted, shall remain subject to the sole discretion and written approval of Studio Soliven and shall be governed by the Goodwill Exceptions provisions stated.
Studio Soliven management shall review and respond to the refund review request within seven (7) business days from receipt of the written request and complete supporting documentation.

9. DELIVERY DELAYS

Studio Soliven will make reasonable efforts to meet the delivery date stated in the signed quotation.

If delivery is delayed solely due to Studio Soliven by more than one (1) day, the client will receive a 1% discount per additional day, capped at 10% of the total contract value.

No discounts will apply for delays caused by:

Force majeure events (including but not limited to natural disasters, extreme weather, pandemics, strikes, government restrictions, or transportation disruptions)
Supplier delays beyond Studio Soliven's control
Client-side delays such as late approvals, design changes, incomplete site preparation, or pending permits

10. PACKAGING & DELIVERY

Rugs are cleaned, packed, and transported using appropriate methods.
Metro Manila deliveries are free of charge.
Deliveries outside Metro Manila or international shipments are subject to delivery fees, taxes, and duties payable by the client.
Studio Soliven is not liable for damage occurring during transit via third-party logistics providers selected by the client.

11. DELIVERY & STORAGE

If the client is unable to accept delivery within fourteen (14) days from the arrival or completion notice, the final balance shall remain due.

Storage fees will apply thereafter at a rate of 2% of the total contract value per week until delivery is accepted.

Delivery will be scheduled only after full settlement of the account.

12. INSTALLATION

Installation services will follow Studio Soliven's standard methods. Non-standard installation requests may be declined if they compromise safety or product quality.

For staggered installations, full payment for all carpets must be completed prior to the first installation date.

13. POST-DELIVERY INSPECTION

Clients or their authorized representatives must inspect all items upon delivery. Signing the delivery receipt confirms that the items were received in good condition.

14. RETURNS

Any issues identified upon delivery must be reported immediately, and the delivery receipt must not be signed.
All return requests must be made within 48 hours of delivery.
Approved returns will incur pickup and delivery charges (PHP 500 within Metro Manila; other locations vary).

15. WARRANTY

Manufacturing defects or damage upon arrival must be reported immediately for inspection. Approved defective items will be replaced at Studio Soliven's discretion.

The warranty does not cover:

Damage caused after delivery
Mishandling, stains, or improper care
Cleaning methods not aligned with Studio Soliven's Rug Care Guide

16. UNCLAIMED RUGS

If the client fails to arrange delivery or pickup within three (3) months of notification of completion, the rugs will be considered abandoned. Studio Soliven reserves the right to dispose of or resell abandoned rugs without refund.

17. CHARGEBACKS & PAYMENT DISPUTES

Clients agree to contact Studio Soliven directly to attempt resolution before initiating any chargeback or payment dispute. Contact: hello@studiosoliven.com.

Chargebacks relating to custom orders, approved designs, or commenced production will be formally disputed. Any administrative, legal, or recovery costs arising from unjustified chargebacks may be charged to the client.

18. GOVERNING LAW & JURISDICTION

These Terms & Conditions shall be governed by and construed in accordance with the laws of the Republic of the Philippines. Any disputes shall fall under the exclusive jurisdiction of the competent courts therein.

19. NO VERBAL MODIFICATIONS

No employee, representative, or third party is authorized to modify these Terms & Conditions verbally. Any amendment or exception must be confirmed in writing by Studio Soliven.

CLIENT CONFIRMATION

By signing below, the client confirms that they have read, understood, and agreed to these Terms & Conditions.

Client Name & Signature: ____________________________________

Date: ____________________________________