Product Safety and Quality Control
Quality control throughout product life cycles
Quality control in production
We stringently check whether our partner factories can meet our quality requirements based on our in-house Quality Assurance Manual. Even after production starts, we do not leave quality control to the factories. We carry out on-site inspections regularly so that defects in product quality do not occur during the manufacturing process.
Before taking a product to market, we verify its safety and durability via developmental technology evaluation meetings.
Using a method known as FMEA (failure mode and effects analysis), we envision potential accidents, assign a numerical value representing the degree of risk and carry out an objective evaluation. We continue to make improvements until products pass inspections and reach the required level of quality.
Quality control in logistics
We have worked to build an unprecedented in-house distribution network, as we believed that a complete overhaul of distribution would be a shortcut to realizing our “low price with appropriate quality” policy. We have now realized distribution cost reduction with an in-house customs clearance system and become able to supply products more smoothly in Japan.
Quality control in after-sales service provision
Continuous improvement of products
When a defect is discovered in a product, we investigate the cause thoroughly by analyzing it while also implementing thorough after-sales service. The knowledge and know-how gained from the investigation are consistently utilized in the development of new products.
At the NITORI customer service center, more than 200 staff members handle customers’ inquiries about stores and goods as well as customer complaints about our services. Information provided by customers is shared with all necessary departments and is the starting point for providing better products and services.
In order for our customers to be able to shop more conveniently, we have set up a 1-, 5-, and 30-year warranty program for repairs or parts replacement services. In addition, membership cards can be used for warranty purposes in case a product defect occurs, while effective management of the card holder’s purchase history helps us to create better products.
In-house testing framework
We have our own Quality Control Management Division and continually work to enhance quality on a daily basis.
In particular, we have an in-house testing facility. Having previously outsourced such operations, in August of 2007, we installed testing equipment and began to carry out quality testing in-house. Since then, we have been working to improve the accuracy and speed of our quality control and safety management activities.
In addition to formulating NITORI quality standards and carrying out product quality testing, the Quality Improvement Division works to enhance quality across all processes, from upstream areas such as manufacturing, production, logistics and shipping, all the way through to the customer.
We also implement quality control and safety management via a technical development laboratory equipped with quality analysis equipment, including an x-ray fluorescence analyzer and a constant temperature and humidity chamber for measuring VOC.
This enables us to continually improve the quality of our products and manufacturing processes so that customers can use our products safely.
Product quality assurance
Our one- and five-year warranties
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, give a refund, or replace it, whichever we deem appropriate.
Note：If the malfunction or breakage is due to how the product has been used, there may be a charge for repairs. Please check the website or with your nearest store.
- One-year warranty: Interior items, including clocks, lighting, floor chairs and bedding, appliances, and self-assembly furnitures.
- Five-year warranty: Furniture, including sofas, beds, sideboards, dining tables, chairs, drawers and desks.
30 year warranty: sofa and mattress (our own factory products only)
*Coverage: structural components such as springs, frames and sofa legs, etc.
NITORI Membership Card
We introduced the NITORI Membership Card in September 2009 with the aim of improving our quality assurance systems. Customers can automatically complete the warranty procedure simply by presenting their card.
When the customer presents their NITORI Membership Card at checkout they are automatically issued with a one-year or five-year warranty. Customers can also use their cards to look up products they have previously purchased or to access warranty services if they lose their receipt or warranty documents (in accordance with company regulations).
Note：Inquiries: Customer Support Line Tel: 0120-330-330 (toll free)