This policy explains how return, exchange, cancellation and refund requests are evaluated. It is intended to protect customers and provide clear evidence and escalation steps—not to remove statutory rights.
Your statutory consumer rights come first
Consumers may have rights to a remedy for defective goods, deficient services, misdescription, unfair trade practices and related breaches. No “all sales final”, “no refund”, restocking charge or short reporting window in this policy cancels a right protected by applicable Indian law. Remedies depend on facts, law and the relevant seller/provider.
How to raise a request
- Open your order dashboard if available, or contact Customer Grievance.
- Provide the order/service ID, registered contact information and a short description of the problem.
- Include relevant photographs, delivery documentation, warranty information or payment reference if available.
- Keep the product and packaging reasonably safe where possible while inspection or pickup arrangements are considered.
- Await a written response explaining the proposed remedy or additional information reasonably needed.
Please report visible transit damage as soon as practical, preferably within 48 hours for faster investigation. This is a recommended reporting window, not an automatic forfeiture of legal rights.
Wrong item, damage or manufacturing defect
If furniture is damaged in transit, defective on arrival, materially not as described or the wrong model, raise a complaint. Depending on the circumstances and law, a suitable remedy may include correction, repair, replacement, refund or other lawful relief. We should not force a paid repair as the only option for a product whose supply is legally defective.
Change of mind versus defective item
A discretionary change-of-mind return for an otherwise conforming item depends on the specific seller’s terms clearly presented before purchase. A seller may disclose reasonable return-eligibility conditions and transport charges for such voluntary returns. These conditions cannot be applied to deny legally mandatory remedies for defective, unsafe or misdescribed goods.
Custom and made-to-order products
For measurements, fabric, polish or custom production approved by the customer, ordinary preference changes may not qualify for a discretionary return once manufacture has begun. Production stage and any genuine non-recoverable costs should be explained. This limitation does not waive rights where the delivered custom product fails the approved specifications, is defective or is otherwise subject to a statutory remedy.
Pre-owned, refurbished and exchange products
The listing must distinguish new, refurbished and used condition, material defects, actual wear, warranty and known limitations. Disclosed wear may be part of the agreed price, but hidden material faults, false descriptions or legally actionable defects should still be reviewed. Any exchange quote is provisional until accepted after inspection.
Inspection and evidence
The seller or service provider may reasonably inspect a returned item or service complaint and request proportionate evidence. Inspection must not become an indefinite obstacle or excuse to withhold a remedy legally due. Customers should avoid unnecessary damage or misuse while a claim is pending.
Pickup and reverse logistics
Where a return is approved, the arranging party should tell you pickup address, packaging expectations, timeframe and any lawful shipping charges before collection. Responsibility for reasonable transport costs of defective or wrongly supplied goods follows applicable law and the transaction facts; customers should not automatically bear these costs.
Return and exchange outcomes
After review, the remedy may be repair, equivalent replacement, mutually accepted alternative, partial adjustment where lawful and voluntarily agreed, or monetary refund. Substitutions require the customer’s consent; a store-credit offer should not be forced instead of a monetary refund otherwise legally payable.
Before dispatch: cancellation
For an accepted but not yet dispatched order, customers should request cancellation through the order workflow or customer support. We will identify whether stock reservation, custom production or other documented steps have begun and explain the relevant legally permitted terms. Any prepaid amount due to be refunded will be processed as applicable.
After dispatch: cancellation
When dispatch has occurred, the order may need return logistics rather than simple cancellation. Any charges should be justified, transparent and compatible with consumer rights. Delivery refusal caused by the seller sending the wrong or damaged item should not be treated as an ordinary change-of-mind refusal.
Home-service booking cancellation
You can request to reschedule or cancel an appointment. If a technician has not departed or no billable work has been done, a cancellation fee should not be invented after booking. If a disclosed and agreed call-out/inspection charge has actually become payable, explain it before any deduction. Refunds for prepaid services not delivered are handled according to law and the actual work completed.
Partially completed repairs and changed estimates
If inspection uncovers extra repairs or parts, the technician should explain the change and obtain your approval before proceeding. If the customer declines the revised estimate, the parties should settle only genuinely agreed, lawful charges for services already performed and discuss any refundable prepaid balance. A work dispute does not authorise harassment or retention of property as unlawful leverage.
Refund method and reconciliation
Approved refunds should ordinarily be routed to the original payment method or another lawful mutually agreed method, depending on payment-provider support. Bank posting times vary; we will provide a payment transaction reference where available. A failed online payment should be investigated before asking you to pay again. Avoid sharing full payment card numbers or OTPs in grievance emails.
Refund timeline and status
After approval, we aim to initiate refunds promptly and communicate the expected processing timeline for the method used. The final credit depends on the bank/payment operator and applicable legal requirements. If a refund is delayed, report it with the order number, amount, date and any payment reference. No single processing period is promised where the actual provider and transaction method are unknown.
Warranty and after-sales service
Manufacturer, seller and workmanship warranties differ. Coverage is valid only as stated in the applicable listing, invoice or work order and remains subject to the law. Normal wear, misuse and unrelated damage may not be covered by a specific warranty, but describing something as “no warranty” does not remove a statutory consumer right.
Dispute and escalation
If you disagree with a denial, request a reasoned written explanation and escalate through Grievance Redressal. The National Consumer Helpline and appropriate Consumer Commissions are available under Indian law; our policy does not require you to waive those options.