REFUND & RETURN POLICY

Khaticraft Furnishing & Decor Solutions Pvt. Ltd.

Effective Date: 17 May 2026 | Last Updated: 17 May 2026

At Khaticraft Furnishing & Decor Solutions Pvt. Ltd. ("Khaticraft," "we," "our," or "us"), customer satisfaction is at the heart of everything we do. While we take pride in delivering high-quality, handcrafted furniture and decor solutions, we understand that occasionally a product may need to be returned, replaced, or refunded.

This Refund & Return Policy explains the conditions, processes, and timelines under which you may request a return, replacement, or refund for products purchased from www.khaticraft.com. By placing an order on our Website, you acknowledge that you have read, understood, and agreed to this Policy.

This Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Sale of Goods Act, 1930, and other applicable laws of India.

⚠️ IMPORTANT: Read Before Ordering

Furniture is a unique product category. Please carefully review the following before placing your order:

• Custom-made and bespoke furniture is NON-RETURNABLE and NON-REFUNDABLE except in case of manufacturing defects

• Slight variations in wood grain, color, knots, and natural texture are inherent to handcrafted products and are NOT considered defects

• All products MUST be inspected at the time of delivery — visible damage must be reported within 48 hours

• Measurements provided on product pages are accurate; please measure your space before ordering

• Color tones may appear slightly different on different screens, monitors, and lighting conditions

1. Return Eligibility

1.1 Eligible for Return

You may request a return within 7 (seven) days of delivery if the product meets ALL of the following conditions:

• The product was purchased directly from www.khaticraft.com

• The product is in its original, unused, and undamaged condition

• All original packaging, tags, manuals, accessories, and assembly hardware are intact

• The product was delivered with visible manufacturing defects, damage during transit, or wrong item delivered

• Return request is initiated within the eligible window via email to care@khaticraft.com

1.2 NOT Eligible for Return

The following items are NON-RETURNABLE and NON-REFUNDABLE:

• Custom-made, bespoke, or made-to-order furniture (designed, sized, or finished to customer specifications)

• Items damaged due to misuse, mishandling, improper assembly, accidents, or normal wear and tear

• Items where original packaging, tags, or accessories are missing or damaged

• Items returned without prior authorization from Khaticraft

• Items used or installed in a manner contrary to manufacturer instructions

• Sale, clearance, or discounted items marked as "Final Sale" or "Non-Returnable"

• Mattresses, pillows, cushions, and bedding (for hygiene reasons), once unpacked

• Customized upholstery, fabric, or finish selections

• Products purchased through third-party marketplaces (Amazon, Flipkart, etc.) — please follow their respective return policies

• Items returned beyond the 7-day window

• Free gifts, promotional items, or complimentary add-ons

2. Delivery Inspection (CRITICAL)

This is the single most important section of this Policy. Your right to claim damage depends on following the inspection procedure below.

2.1 At the Time of Delivery

You or your authorized representative MUST:

• Be present at the delivery address on the scheduled delivery date

• Inspect the outer packaging for any visible signs of damage (tears, dents, water marks, broken seals) BEFORE accepting delivery

• Open the packaging and inspect the product in the presence of the delivery personnel where feasible

• Take clear photographs and/or video of the unboxing and any visible damage

• Mark any damage explicitly on the delivery receipt / Proof of Delivery (POD) before signing

• Refuse delivery if the product is significantly damaged or appears to be the wrong item

2.2 Reporting Damage or Defects

Damage or defects must be reported within 48 (forty-eight) hours of delivery via email to care@khaticraft.com with the following:

• Order number and invoice copy

• Clear photographs of the damage from multiple angles

• Video of the issue (if applicable)

• Copy of the delivery receipt with damage notation

• Detailed description of the problem

Failure to report damage within 48 hours of delivery may result in rejection of your claim. We strongly recommend documenting the unboxing process for high-value items.

3. Return Process

3.1 How to Initiate a Return

Step-by-step process:

• Step 1: Email care@khaticraft.com within the eligible return window with subject line "Return Request – Order #[Your Order Number]"

• Step 2: Include your order details, reason for return, and supporting photographs/videos

• Step 3: Our team will review your request within 2-3 working days and respond with approval status

• Step 4: If approved, you will receive a Return Authorization Number (RAN) and pickup instructions

• Step 5: Pack the item securely in its original packaging with all accessories

• Step 6: Our logistics partner will arrange pickup from your address (or you may be asked to ship it back, depending on the case)

• Step 7: Once we receive and inspect the returned item, we will process your refund or replacement

3.2 Return Authorization Number (RAN)

All returns MUST have a valid Return Authorization Number issued by Khaticraft. Items returned without an RAN will be refused, and any associated costs will be borne by the customer.

3.3 Condition of Returned Items

Returned items will be inspected upon receipt. To qualify for a full refund or replacement:

• Items must be in the same condition as delivered

• All original packaging, accessories, hardware, manuals, and tags must be included

• No signs of use, installation, modification, or damage caused after delivery

• Original invoice must be enclosed with the return

If returned items do not meet these conditions, we reserve the right to reject the return, deduct restocking/damage charges, or return the item to you at your cost.

4. Return Shipping & Pickup

4.1 When Khaticraft Bears the Return Cost

We will bear the cost of return shipping/pickup in the following cases:

• Product delivered with manufacturing defect

• Wrong product delivered

• Product damaged during transit (reported within 48 hours)

• Product significantly different from description on the Website

4.2 When Customer Bears the Return Cost

Return shipping/pickup costs will be borne by the customer in the following cases:

• Change of mind, buyer's remorse, or no longer needed

• Product does not fit the intended space (measurement error by customer)

• Color or finish preference change

• Any reason not attributable to Khaticraft

Return shipping charges for furniture vary based on item size, weight, and location and will be communicated at the time of return authorization. Typical charges range from ₹500 to ₹15,000 depending on the product.

4.3 Restocking Fee

For non-defective returns (e.g., change of mind, buyer's remorse), a restocking fee of 10% (ten percent) of the product value may be deducted from your refund to cover inspection, repackaging, and inventory handling costs.

5. Refunds

5.1 Refund Method

Refunds will be processed to the original payment method used at the time of purchase, in compliance with Reserve Bank of India (RBI) regulations:

• Credit / Debit Card payments → Refunded to the same card

• Net Banking / UPI payments → Refunded to the same bank account

• Wallet payments → Refunded to the same wallet

• Bank Transfer / NEFT / RTGS → Refunded via NEFT/RTGS to the originating bank account

• Cash on Delivery (if applicable) → Refunded via NEFT to a bank account provided by the customer

• Store Credit (optional) → On customer request, refund may be issued as Khaticraft store credit with an additional 5% bonus value

5.2 Refund Timeline

Refund processing timelines (subject to bank/gateway processing time):

• Refund initiated within 2-3 working days of receipt and inspection of returned item

• Credit / Debit Card refunds: 7-14 working days to reflect in your account

• Net Banking / UPI refunds: 5-7 working days

• Wallet refunds: 1-3 working days

• NEFT/RTGS refunds: 3-7 working days

If your refund is delayed beyond these timelines, please contact your bank/card issuer first, then reach out to us at care@khaticraft.com with your transaction reference.

5.3 Refund Amount Calculation

Your refund will be calculated as follows:

• Product price paid (excluding any non-refundable charges)

• MINUS restocking fee (if applicable, for non-defective returns)

• MINUS return shipping cost (if borne by customer)

• MINUS any discounts, coupons, or promotional credits used (these are not refundable in cash)

• PLUS GST refund as applicable per tax regulations

Original shipping charges paid at the time of order are NON-REFUNDABLE unless the return is due to our error (defect, wrong item, transit damage).

6. Replacements

6.1 When Replacements Are Offered

At Khaticraft's discretion, we may offer a replacement instead of a refund in the following cases:

• Manufacturing defect identified within warranty period

• Damage during transit (reported within 48 hours)

• Wrong product delivered

• Product mismatches the description on the Website

6.2 Replacement Process

• If a replacement is approved, we will dispatch the replacement product within 7-14 working days (subject to availability)

• For made-to-order items, replacement timelines may extend to 4-8 weeks

• The defective/damaged item will be picked up from your address at no cost to you

• If the exact product is unavailable, we may offer a similar product of equal value or a full refund

6.3 Repair Option

For minor manufacturing defects, we may offer to repair the product at your location or at our facility, free of charge. The choice between repair, replacement, or refund rests with Khaticraft.

7. Cancellations

7.1 Customer-Initiated Cancellations

Ready-Stock Items: You may cancel an order within 2 (two) hours of placing it, provided it has not been dispatched. Cancellation requests after dispatch may not be accepted.

Made-to-Order / Custom Items: Cancellation is permitted only before production begins. Once raw materials are procured or production has started, custom orders CANNOT be cancelled, and any advance payment becomes non-refundable.

How to Cancel: Email care@khaticraft.com with subject "Cancellation Request – Order #[Your Order Number]" within the eligible window.

7.2 Cancellation by Khaticraft

Khaticraft reserves the right to cancel any order at our sole discretion, including but not limited to:

• Unavailability of products or raw materials

• Pricing errors or inaccurate product information

• Suspected fraud or violation of our Terms of Service

• Inability to deliver to the specified address

• Failure to receive payment authorization

• Bulk orders exceeding reasonable retail quantities

In case of cancellation by Khaticraft, the entire amount paid will be refunded to the original payment method within 7-14 working days.

8. Special Cases

8.1 Bulk & B2B Orders

Bulk orders, B2B purchases, and corporate orders are governed by separate terms agreed upon at the time of order placement. The general return policy may not apply, and returns/refunds for such orders will be handled as per the agreed contract or purchase order.

8.2 Custom & Bespoke Orders

As stated in our Terms of Service:

• Custom orders require 100% advance payment to initiate production

• Once production begins, custom orders are NON-CANCELLABLE and NON-REFUNDABLE

• Variations in wood grain, color, knots, and finish within +/- 5% tolerance are normal and not considered defects

• Custom orders are eligible for return ONLY in case of manufacturing defects, subject to inspection

8.3 Promotional & Discounted Items

Items purchased during sales, with promotional coupons, or as part of bundled offers may have modified return terms, which will be clearly indicated at the time of purchase. "Final Sale" items cannot be returned or refunded.

8.4 Damaged During Self-Assembly

Products damaged during customer-attempted assembly or installation are NOT eligible for return or replacement. We strongly recommend opting for our authorized installation service for assembly-required items.

8.5 Gift Orders

Gift orders may be returned by the original purchaser only. Refunds will be processed to the original payment method, regardless of the recipient.

9. Refund Status & Tracking

To check the status of your refund:

• Email care@khaticraft.com with your order number and Return Authorization Number

• Call us at +91-79885 83676 or 9999784595 during working hours

• Log in to your Khaticraft account and check the order status section

We will provide regular updates via email/SMS throughout the return and refund process.

10. Disputes & Escalations

10.1 Internal Escalation

If you are dissatisfied with the resolution of a return or refund, you may escalate the matter to:

Grievance Officer: Ms. Pooja Kumari Jangra

Email: care@khaticraft.com

Phone: +91-79885 83676 or 9999784595

We endeavor to resolve all grievances within 15 (fifteen) days of receipt.

10.2 Consumer Forum

If your concern remains unresolved, you may approach the appropriate consumer forum under the Consumer Protection Act, 2019. You may also file a complaint at the National Consumer Helpline (consumerhelpline.gov.in) or call 1800-11-4000.

11. Important Disclaimers

• This Policy applies only to orders placed directly through www.khaticraft.com. Purchases from third-party marketplaces (Amazon, Flipkart, etc.) are governed by their respective return policies

• Khaticraft reserves the right to modify this Policy at any time. Changes will be effective upon posting on the Website

• In case of any conflict between this Policy and our Terms of Service, the Terms of Service shall prevail for legal interpretation, while this Policy shall govern operational return/refund processes

• All decisions regarding returns, refunds, replacements, and exemptions rest with Khaticraft's management, made in good faith and in accordance with applicable law

12. Contact Us

For any questions, concerns, or assistance regarding returns, refunds, or replacements, please contact us: